SaaSSupport(SalesforceAdmin)

**Overview of the Role** The **SaaS Support** focuses on enabling teammates through effective troubleshooting, training, and implementation support of our software-as-a-service (SaaS) platforms. The role will be primarily responsible for end-user support for Salesforce Financial Services Cloud, with growth opportunities across other tools, including Slack, Airtable, MuleSoft, Snowflake, Microsoft 365, and WordPress. You will bridge product knowledge, user training, and real-time technical assistance to ensure smooth adoption and operational efficiency. **Responsibilities** : **Troubleshooting & Technical Support ** * Serve as the primary administrator for our Salesforce Financial Services Cloud CRM, including other Salesforce products: Marketing Cloud, Data Cloud, Mulesoft, Slack, and Tableau * Provide technical support and training for team members * Act as the go-to problem solver for any technical issues related to our SaaS tools, working with vendor support as needed. * Documentation: Maintain up-to-date documentation for system configurations, processes, and user guides. **Training & Enablement ** * Develop and deliver onboarding sessions for new employees on SaaS tools and systems. * Create easy-to-follow documentation, walkthroughs, and video tutorials. * Conduct periodic training to upskill team members on feature updates or process changes. * Act as the go-to subject matter expert (SME) for specific SaaS tools in use. **Implementation Support ** * Monitor and analyse the usage of these tools, identifying areas for improvement to optimise workflows and increase efficiency. * Assist in the rollout of new SaaS systems, features, or process improvements. * Coordinate configuration, testing, and deployment across teams, managing change sets and periodic environment refreshes across Production and non-production environments. * Support change management activities by ensuring smooth user transition and adoption. * Identify opportunities to automate processes with