Salesforce Support & Reporting Analyst

and Troubleshooting: Investigate and analyze the root causes of Salesforce ticket issues, ensuring thorough understanding before proceeding with appropriate solutions.

• Documentation: Maintain accurate records of all ticket details, actions taken, and resolutions provided in the ticketing system to enable efficient tracking and knowledge sharing.

• Resolution Management: Provide timely and effective responses to internal stakeholders, addressing their Salesforce-related queries, issues, or requests.

• Salesforce Reporting: Create and manage Salesforce reports to deliver valuable insights and analytics for business stakeholders and leadership.

• Report Development: Collaborate with stakeholders to understand reporting requirements and design comprehensive, visually appealing reports and dashboards.

• Data Analysis: Utilize Salesforce data to identify trends, patterns, and areas for improvement, making data-driven recommendations to support business decisions.

• Automation: Implement automation solutions for report generation and distribution, ensuring regular reporting is efficiently delivered to relevant stakeholders.

• Report Maintenance: Regularly review and update existing reports to reflect changes in business needs, ensuring data accuracy and relevance.

• Collaboration: Liaise with relevant teams, such as Salesforce administrators, developers, or data analysts, to access data and ensure alignment between reporting needs and platform capabilities.

• Process Improvement: Continuously identify opportunities to improve the reporting process, enhancing the quality and value of insights generated from Salesforce data.

Qualifications:

• Experience: Minimum of 2 years of experience in Salesforce administration, support, or a similar role with a strong focus on ticket management, user support, and report development.

• Salesforce Expertise: Solid understanding of Salesforce platform functionalities, configurations, and workflows, with hands-on experience in creating and managing Salesforce reports and dashboards.

• Technical Aptitude: Proficiency in navigating Salesforce Lightning and Classic interfaces, performing basic configurations, and creating custom reports using Salesforce reporting tools.

• Data Analysis Skills: Strong data analysis and interpretation skills, with the ability to extract actionable insights from Salesforce data.

• Communication Skills: Excellent written and verbal communication skills, with the ability to present complex data findings in a clear and understandable manner to non-technical stakeholders.

• Analytical Thinking: Strong problem-solving and analytical skills to investigate and troubleshoot Salesforce tickets and to develop meaningful reports.

• Time Management: Exceptional organizational skills with the ability to handle multiple tasks simultaneously, prioritize activities, and meet established SLAs.

• Collaboration: Proven ability to work collaboratively with cross-functional teams, demonstrating strong teamwork and interpersonal skills.

• Continuous Learning: A proactive and growth-oriented mindset, keeping up-to-date with Salesforce releases, updates, and best practices to stay ahead of evolving business needs

What's in it For You?

You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:

Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected

Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance: flexible vacation, two company-wide Mental Health Days Off; work from another location for up to a total of 8 weeks in a year, 4 of those weeks can be out of the country and the remaining in the country, Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.

Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more.

Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees Thomson Reuters café networking.

Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact.

Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.

#LI-MW1

Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.

We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.

Accessibility

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.

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More information about Thomson Reuters can be found on https://thomsonreuters.com .