Salesforce Application Support Analyst at Mmc

Company:

Mercer

Description:

As a Salesforce Application Support Analyst within our Application Management Services team, you will be a key person of Business-As-Usual (BAU) support, and also play a role towards strategic initiatives lead by Senior team members. This role requires a proactive team player who can contribute/coordinate & identify opportunities for system improvements.

This role will be based in Sydney or Melbourne. This is a hybrid role that has a requirement of working at least three days a week in the office.

Salesforce Application Support Analyst

Join us to lead the evolution of our Salesforce platform—driving innovation, supporting business growth, and making a tangible impact through your technical expertise.

We will count on you to:

• Contribute to the design, development, and implementation of complex Salesforce solutions, automation, and integrations, ensuring alignment with business goals.
• Contribute/coordinate to optimize Salesforce functionality, including evaluating new features, implementing best practices, and attending system upgrades and enhancements activities.
• Coordinate and contribute on Level 2 and Level 3 support activities, troubleshooting issues and escalating when necessary, ensuring minimal disruption to business operations.
• Collaborate with cross-functional teams, working both autonomously and as part of a team.
• Sending stakeholder communications, providing clear updates on project progress, system changes, and incident resolutions, fostering transparency and trust.
• Stay current with Salesforce releases, features, and industry best practices; recommend and implement improvements to maximize platform value.
• Contribute to the process of Design and develop automation workflows using Salesforce Lightning flows to streamline business processes.
• Participate in complex system integrations, ensuring data integrity, security, and seamless interoperability across enterprise systems.
• Coordinate and contribute to user access, security profiles, and permissions, maintaining compliance with security standards and best practices.
• Ensure adherence to ITIL standards for incident, problem, and change management, maintaining high-quality service delivery.
• Support team members and end-users, fostering a culture of continuous improvement and knowledge sharing.
• Support workflows using tools like ServiceNow, ensuring efficient incident and change management processes.

What you need to have: 

• Salesforce Administrator Certification is essential.
• 2-3 years of hands-on Salesforce support experience, with a proven ability to support solutions and coordinate initiatives lead by SME.
• Good technical expertise in Salesforce Lightning, automation, and integration techniques, with a strategic mindset.
• Good stakeholder management skills, with the ability to communicate effectively across technical and non-technical audiences.
• Good knowledge of evaluating and implementing AppExchange solutions and third-party integrations.
• Familiarity with ITIL standards, incident management, and change control processes.
• Ability to work autonomously, prioritize tasks, and manage multiple initiatives simultaneously.
• A proactive, self-motivated attitude with a passion for continuous learning and improvement.
• Flexible work approach as some weekend/public holiday work and on call work will be required in this role.
• Role will be required to support Pacific work hours supporting Australia/New Zealand.

Why join our team:
 

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Please apply using the link below, applications will only be considered from candidates who have the appropriate approval to work in Australia. Successful applicants will be required to complete a Criminal & Bankruptcy check prior to commencement of employment.

Mercer, a business of Marsh McLennan (NYSE: MMC), is a global leader in helping clients realize their investment objectives, shape the future of work and enhance health and retirement outcomes for their people. Marsh McLennan is a global leader in risk, strategy and people, advising clients in 130 countries across four businesses: Marsh, Guy Carpenter, Mercer and Oliver Wyman. With annual revenue of $24 billion and more than 90,000 colleagues, Marsh McLennan helps build the confidence to thrive through the power of perspective. For more information, visit mercer.com, or follow on LinkedIn and X.

Marsh McLennan is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh McLennan is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh McLennan colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.

Apply Now