CRM Analyst I

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.That’s our vision. We’re driven by it. And we need talented people who share it.If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

Responsibilities include, but are not limited to:

• As directed by the CRM Administrators, assist with administrator functions such as user management, profiles, roles, permissions, rules, assignment rules, queues, capacity and storage management
• Support the CRM Administrator in the maintenance of document libraries, dashboards, reports, forms, templates, page layouts workflows and approvals.
• Coordinate with members of the user community to define and document development requirements the evaluation, scope and completion of new development requests, and work with CRM Administrators development and Architect team members.
• Assist in training of new users and grow the Salesforce skillset across the organization.

Qualifications & Technical Skills:

• Salesforce Admin ADM201 certified.
• Proven ability to implement new processes and facilitate user adoption.
• Strong understanding of Salesforce best practices and functionality
• Strong CRM Analytics abilities and knowledge\experience with Excel.
• Must have exceptional verbal and written communication skills and ability to understand and articulate complex requirements.
• Demonstrated ability to communicate effectively at all levels of the organization.
• Previous experience working in a DevOps or agile environment is a plus.

Professional experience and Education

• At least 1-2 year experience with Salesforce CRM
• Minimum Bachelor’s degree
• Salesforce Admin ADM201 certification is must

Work style

• Positive attitude with ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
• Creative and analytical thinker with strong problem-solving skills

Benefits of Working in ICON:Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.