International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 90 countries. Established 35 years ago, we have become the market leader in global telehealth services and digital health solutions for an extensive client base of Fortune 500 companies, NGO’s and governments around the world.

About the role

Embark on a transformative journey as a key individual in our dynamic, world leading team. As a Business Applications Analyst, you will collaborate with the Business Applications Manager to ensure the operational health and efficiency of our Salesforce ecosystem. Be at the forefront of managing defects, change requests, and driving initiatives to maximize the potential of our Salesforce Service Cloud and 15+ integrated Business Applications.

Key responsibilities

• Support and Administration:

  • Track, monitor, and report on defects and change requests, ensuring transparent collaboration with our Application Enhancement and Maintenance Outsourcing (AEMO) service provider.
  • Implement Jira reports and dashboards for broader audience visibility and transparency.

• Data Quality:

  • Ideate and implement Data Quality initiatives for consistent, accurate, and reliable Salesforce data.
  • Conduct regular audits, engaging with Data owners or Training Teams, and create exception reports.

• Defects Resolution Management:

  • Collaborate with cross-functional teams to identify and resolve defects, ensuring clear communication with affected end-users.

• Change Requests Management:

  • Support ticket prioritization and planning, ensuring minimal disruption during regular releases of minor change requests.

• Business Applications Maintenance and Upgrades:

  • Stay updated on Salesforce and Business Applications features and industry trends.
  • Monitor effective adoption of business applications, ensuring highest ROI.

• Stakeholder Communication and Training:

  • Communicate effectively with end-users, project managers, and stakeholders.
  • Act as a point of contact for user queries and collaborate with Training Teams for necessary updates.

• Documentation and Knowledge Sharing:

  • Maintain comprehensive documentation of configurations, customizations, and processes.
  • Facilitate knowledge sharing within the team for collective expertise and continuity.

• Continuous Improvement:

  • Identify and suggest opportunities for process improvement and efficiency.
• Propose and implement changes to optimize application performance and improve user experience.

About you

• Strong understanding of Salesforce Service Cloud, its features, and administration.
• Knowledge of SDLC practices, project management, and Agile Methodology.
• Proficiency in collaboration and project management tools (JIRA, Confluence, Microsoft Teams, Smartsheet).
• Ability to work with multi-cultural workforces and excellent presentation and communication skills.
• Problem-solving mindset with strong attention to detail.

Required Work Experience:

• Hands-on experience configuring Salesforce Service Cloud with minimal customizations.
• Previous experience in application support and maintenance roles, preferably in a consultancy or industry with international demands.
• Experience with data quality initiatives within the Salesforce Platform.
• Experience with Confluence and Jira reports and dashboards.
• Experience with Agile methodology and Technical Governance implementation.
• Familiarity with Automated Application Testing Software (e.g., Provar) is a plus.
• Relevant work experience in the healthcare service industry is a significant advantage.

If you are ready to make a significant impact, drive innovation, and excel in a collaborative environment, apply now to join our forward-thinking team! Your expertise will shape the future of our Salesforce operations. Don't miss this opportunity!

At International SOS, we offer a great working environment, thanks to our commitment to flexible working, diversity, and development.  We encourage every person to be their personal best by creating an environment of inclusion, equality and support.

International SOS has been recognised as a Top Employer in the UK by the Top Employer’s Institute (TEI) for 2021.