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FCM is one of the world’s largest travel management companies and a trusted partner for national and multinational corporations. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and a strong duty of care, ensuring a personalized business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM offers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM boasts proprietary client solutions and provides specialized services through FCM Consulting and FCM Meetings & Events.

 

Job Purpose

The Global Land Supply (GLS) Salesforce Administrator will collaborate closely with users, stakeholders, and vendors to understand various business processes. This role is essential in administering the Salesforce platform to align with customer expectations. Responsibilities include user management, support ticket handling (including troubleshooting and issue escalation), data updates/uploads, report/dashboard creation, and analyzing/deploying new and existing functionalities.

 

Accountabilities:

 

• Resolve support cases for GLS users across all markets.
• Fulfill and address user support requests.
• Manage relationships with super users for effective support coverage.
• Escalate cases to the Salesforce Technical Program Lead when necessary.
• Maintain knowledge of new and existing features, processes, and automation to enhance front-end user support.
• Provide reporting and dashboards according to business requirements.

 

User Training:

 

• Support and deliver training to super users across the user network.
• Collaborate with super users and the Product Owner to develop training content and processes.

 

Platform Development:

 

• Coordinate and test Salesforce major release planning activities with super users.
• Configure and develop the platform according to support requirements within existing governance frameworks.
• Assist in the development and deployment of new business processes and platform features by working with super users and the GLS Salesforce team.
• Identify and analyze areas for process improvement.
• Manage change requests for existing functionalities such as custom fields, objects, layouts, user roles, workflows, and flows.
• Utilize Salesforce Apex and Visualforce programming languages as per project and business requirements.

 

Support, Testing & Quality:

 

• Perform basic administrative functions, including reports, dashboards, and user account maintenance.
• Prioritize and analyze support cases, including vendor escalation for priority issues.
• Communicate on high-impact support matters.
• Coordinate and participate in user acceptance testing.
• Champion high-quality development and changes within the GLS Salesforce team.
• Conduct change impact analysis and document business rules, functions, and requirements.

 

Essential Duties and Responsibilities:

 

• Act as the first point of contact for Salesforce support within the GLS instance.
• Manage administrative functions to support a global user base.
• Document and communicate updates or changes to super users.
• Address user or vendor concerns to enhance functionality and streamline workflow.
• Advocate for holistic Salesforce usage across departments.
• Employ constructive conflict resolution skills to achieve positive outcomes.
• Maintain objectivity and a big-picture perspective.
• Balance commercial needs with data integrity and security.
• Understand CRM benefits and identify key opportunities.
• Develop strategies to improve business processes.
• Adhere to risk management policies.

 

Key Competencies:

 

The ideal candidate will demonstrate adaptability and flexibility, effective communication skills, a results-oriented mindset, teamwork and collaboration, strong problem-solving abilities, and a solid understanding of business acumen.

 

Qualifications & Experience:

 

Candidates must possess a minimum of 5 years of experience with Salesforce, specifically in Sales Cloud and Experience Cloud. A deep understanding of business system processes related to Salesforce.com and integrated applications is essential. Excellent communication and customer service skills, along with strong analytical and problem-solving abilities, are required. Additionally, Salesforce.com Admin and Advanced Admin certifications are mandatory, as well as proficiency in Visualforce and Apex programming languages. An operational understanding of the travel industry is desirable.