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Salesforce Sr Support Analyst

4 meses atrás

Brasil HCLTech Tempo inteiro

HCLTech is a global technology company, home to 227,000+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion.

To learn how we can supercharge progress for you, visit

Roles & Responsibilities

• Oversee the setup and ongoing configuration of Slack workspaces, including channels, user permissions, integrations, and security settings to optimize workflow and collaboration.

• Implement, manage, and troubleshoot our Slack workspaces and channels to ensure seamless, uninterrupted business continuity.

• Manage and integrate third-party apps and services with Slack to enhance its functionality, ensuring seamless operation and compliance with security policies.

• Lead the implementation of new features, updates, and changes within the Slack platform, including testing, deployment, and user communication.

• Enforce security policies and practices within Slack to protect sensitive information and ensure compliance with data protection regulations.

• Monitor the Slack environment for performance, usage trends, and compliance with organizational policies. Prepare and present reports on metrics, user feedback, and improvement opportunities.

• Strong understanding of Slack architecture, features, and best practices.

• Manage Slack's administrative tasks, such as setting permissions and maintaining configurations.

• Develop and curate Slack integrations and bots that enhance productivity, collaboration, and user experience.

• Assist in creating and enforcing company policies related to the use and security of Slack.

• Facilitate educational workshops on the usage of Slack, enabling users to maximize the platform's capabilities.

• Assess and deploy the latest Slack updates, features, and customizations that align with organizational goals and workflows.

• Regularly audit Slack usage to identify and rectify any inefficiencies.

• Resolve technical issues related to Slack usage.

• Provide user support and address complaints or concerns related to Slack.

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Desired Skills & Experience

• Experience in Salesforce support operations including handling incidents and bug fixes

• Experience with API integrations and managing third-party applications within a corporate environment.

• Proven experience as an Application Administrator, System Administrator, or similar role, with specific experience managing Slack or similar collaboration platforms.

• Work closely with IT, security, and various departmental teams to ensure Slack meets the evolving needs of the organization and aligns with overall IT strategy.

• Collaborate with other IT staff to integrate other systems with Slack.

• Act as the primary point of contact for any high-level escalations related to Slack operations, swiftly addressing and resolving issues that impact the platform's performance or user experience.

• Coordinate with IT and security teams as necessary to implement solutions.

• Update and maintain Knowledge data base for recurring incidents

• Follow Salesforce best practices for incident management

• RCA for recurring incidents and SLA based support

• Develop reports and dashboards to support the delivery of business key metrics.

• Contribute and prepare effective training modules and user guides

Interpersonal Skills

• Excellent written, verbal and presentation skills

• Ability to effectively prioritize and execute tasks, and collaborate with various stakeholders and deliver in tight timelines

• Experience working in a team-oriented, collaborative environment

Why choose us?

We are one of the fastest growing technology companies in the world, with more than 60 offices around the world and a global team of 227,000 employees.

Our company is extremely diverse, with 165 nationalities represented.

We offer the opportunity to work with colleagues around the world.

We offer a flexible and remote work environment, prioritizing the integration between work and personal life.

We are committed to your growth, offering learning and career development opportunities at all levels.

We offer comprehensive benefits for all employees.

Certified as "Great Place to Work" and "Top Employer" in 25 countries, recognized as "Top Employer" in Brazil, providing a positive work environment that values employee recognition and respect.

Equality & Opportunity for All

Representing 165 nationalities across the globe, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.