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Salesforce Service Cloud Administrator

Makati City, Philippines Office
Information Technology
Job Requisition Number:  APSUP164

Sophos is a worldwide leader in next-generation cybersecurity, protecting more than 500,000 organizations and millions of consumers in more than 150 countries from today’s most advanced cyberthreats. Powered by threat intelligence, AI and machine learning from SophosLabs and SophosAI, Sophos delivers a broad portfolio of advanced products and services to secure users, networks and endpoints against ransomware, malware, exploits, phishing and the wide range of other cyberattacks. Sophos provides a single integrated cloud-based management console, Sophos Central – the centerpiece of an adaptive cybersecurity ecosystem that features a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity vendors. Sophos sells its products and services through reseller partners and managed service providers (MSPs) worldwide. Sophos has major hubs around the globe. More information is available at www.sophos.com 

 

 

Role Summary 

In this role, the primary responsibility is to perform business administration of the CRM system for Customer Service and Support, administer and manage data quality and provide user support to ensure optimal usage of the CRM system. 

 

What You Will Do  

Make business allowed changes to the CRM system (Salesforce) to ensure timely and accurate response to business needs such as, but not limited to; 

  • Maintain user roles and profiles, security settings, access settings etc. (User Profiles, Role Hierarchy, Sharing Rules and Security). 

  • Establish and implement best practices with regards to system maintenance, configuration, development, testing, data integrity, etc. 

  • Act as a point of escalation for support users - categorize and then disposition or reassign end user queries within the predetermined service level agreements. 

  • Liaise with IT and the vendor support team to troubleshoot issues and ensure the smooth functioning of the system. 

  • Work with IT and Support business analysts and workstream leaders to articulate end user requirements and test once functionality becomes available. 

  • Research changes in upcoming versions of salesforce.com and other integrated applications; provide recommendations when necessary to enhance efficiency and productivity. 

  • Contribute on the technical side of business projects and create solutions to meet challenges (including performing detailed analysis of technical and business requirements). 

  • Keep end-user training material up-to-date in collaboration with other teams as system features change. 

  • Provide strategic direction for our Salesforce Service Cloud system (and related support tools) and work with other stakeholders to establish, document and implement best practices with regards to system configuration, development, testing, maintenance, and data integrity 

  • Educate users with proactive best practices to enhance and increase their knowledge of Salesforce Service Cloud 

 

 

What You Will Bring  

  • Can require some non-standard hours as interaction in other time zones is required.  Must be able to periodically work non-standard hours in the office or from home. 

  • A good understanding of general support process is required 

  • Experience working with Salesforce Service Cloud is required 

  • 2+ years prior experience administering Salesforce is a plus 

  • Experience with analyzing business processes and streamlining into a Salesforce workflow 

  • Ability to work independently and engage supervisor as needed 

  • Excellent written and verbal communication skills and the ability to communicate with all levels within the organization in a collaborative way 

 

 

Preferences 

  • Agile development experience a plus 

  • Salesforce Admin or Developer certification a plus 

 

 

What’s Great About Sophos? 

  • Our people are what makes Sophos special – we demonstrate shared vision, talent, innovation, and creativity, all of which are accompanied by a great sense of fun and team spirit.  

  • Employee-led diversity and inclusion groups that build community within Sophos and provide internal education and advocacy (eg. Sophos Women in Tech group to improve gender parity, encourage gender-balanced leadership, and support career progression at Sophos) 

  • Sophos Environment Network and employee challenges to contribute to sustainability and reduce our environmental footprint 

  • Annual commitment to charity and fundraising across our global sites and volunteer days for employees to give back to local communities 

  • Global trivia competitions to keep our minds sharp 

  • Global Mental Health days off work for all Sophos to help employees relax and recharge  

  • Monthly employee wellbeing webinars and training to support employee health and wellbeing 

  • Employee rewards and thanks, such as our free annual subscription to Calm 

 

Our Commitment To You 

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity.   We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants that can contribute to the diversity of our team.  All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation.  We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.  

 

Data Protection 

If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos.  If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights.  If you have any questions about Sophos’ data protection practices, please contact dataprotection@sophos.com

 

 

At Sophos, we want every organization to be protected by innovative, next-generation IT security, even those who don't have a huge IT staff. We protect organizations of all sizes, all around the world by making enterprise-grade security that is simple to deploy, manage, and use. It is our passion, and something we are truly proud of.


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