CRM Support Analyst

Sevenoaks, England, United Kingdom

1/6/2025

FM Conway is currently recruiting for a CRM Support Analyst to join our IT Team. In this role, you will deliver application maintenance and support services to users while customising the Salesforce platform to enhance business value. This is a full time, permanent position based from our head office in Sevenoaks, Kent.

The duties of the CRM Support Analyst will include:

• Logging, prioritising and managing IT support requests in the ticketing system
• Providing 1st and 2nd line support for CRM applications diagnosing and resolving issues
• Investigating and resolving application errors, data discrepancies and user queries to ensure seamless operation
• Monitoring system interfaces daily to maintain optimal performance and align with operational needs
• Configuring and automating Salesforce solutions to solve business problems and deliver value, including building reports and dashboards tailored to business requirements
• Collaborating with stakeholders to define system requirements, review upcoming releases, assess impacts, and implement necessary changes
• Maintaining up to date troubleshooting documentation, managing routine data backups and ensuring all work adheres to established standards and procedures
  
  

What skills and experience do you need?

We are seeking for a candidate with extensive experience in application support, strong analytical skills to recognize key patterns and trends and expertise in SQL. The ideal candidate will have exceptional interpersonal and communication skills and will be capable of influencing and engaging with stakeholders at all levels. You will be able demonstrate strong persuasion, motivationand interpersonal skills, with the ability to foster cooperation across diverse teams and senior management. A customer-focused and commercially aware mindset is essential.

What benefits will you receive?

At FM Conway we offer various career development opportunities and we support our employees towards studying for formal qualifications. You will receive 23 days holiday plus bank holidays, private healthcare, contributory pension scheme and life assurance. We will also offer you a range of health and well-being benefits including 24-hour advice lines, access to our free on-site gym at our head office in Sevenoaks and support from our in-house mental health first aiders.

A brief introduction to FM Conway and our Information Technology Division

FM Conway is a family run business with over 60 years’ experience of creating sustainable and innovative transportation solutions. We pride ourselves on our core values, creating a culture around Care, Innovation, Integrity and Excellence. As a family business the heart of FM Conway has, and always will be, its great people and we are always searching for talented individuals to join our family.

The FM Conway IT team is a friendly and thriving team with ambitious plans for our future. We have a large team of IT support staff which includes Oracle Developers, Infrastructure Engineers, Web/Application Developers, Application Support Analysts, IT Help Desk Engineers and a team of Business Transformation professionals who work on a large range of business improvement projects. Our IT Team work on a variety of projects which include application development, business process change, BAU activities which include supporting our clients’ systems and system configuration, data analysis and integration support. Our 10-year business strategy is based on our 3 pillars of self-delivery, carbon and environment and technology. It is through these three pillars that we will drive greater efficiency and innovation for both FM Conway and our clients.

So if you would like to Join our Family as our CRM Support Analyst then please click ‘apply’ today.

Closing Date: 06/02/2025

FM Conway is an award-winning equal opportunities employer. We recognise that our workforce should reflect our diverse communities and we are proudly committed to creating an inclusive culture in which we celebrate and value individuals from all walks of life. EDI-Strategy

At our heart we are a family that recognises and embraces individuality, so if you are excited about this role but you are unsure if you meet all of the criteria, we encourage you to apply anyway as you may still be the right candidate for this or another role we are recruiting for.

We look forward to receiving your application!