GTM Systems Support Specialist

Insight Global's client h is undergoing a GTM technology transformation and is seeking a motivated,
detail-oriented Mid-level/Senior GTM Systems Support Analyst to join our central IT Service
Desk team (ideally in America). This entry-to-mid-level contract role is dedicated to Tier 1 ticket
resolution and is critical to ensuring our sales and revenue teams maintain operational
efficiency. The primary objective will be resolving immediate user issues and proactively
identifying patterns to reduce overall ticket volume. The role requires flexibility to align with
East Coast (EST) team hours.
Key Responsibilities: Tier 1 Resolution & Process Adherence
The successful candidate will be the first point of contact for Salesforce platform users, ensuring
fast and accurate resolution of critical daily tasks within our ticketing system (Jira Service
Management).
● Ticket Resolution (80% Focus): Resolve a high volume of incoming support requests
across multiple platforms, categorized primarily as:
○ User/Access Requests: Fulfilling and troubleshooting access to Salesforce,
Salesloft, ZoomInfo, and other applications. This includes new hire onboarding
access.
○ Data Accuracy & Hygiene: Performing critical data moves, contact reparenting,
currency updates (e.g., USD to EUR/GBP), and basic data corrections on
Accounts, Contacts and Opportunities.
○ Lead Flow Management: Supporting issues related to lead flows, ensuring
correct lead assignment, routing, and proper data synchronization, specifically
involving our Marketo integration.
○ System Errors: Diagnosing and escalating simple, repetitive system/automation
errors reported by users, including in-flight deals configured in CPQ.
● Ticket Volume Reduction (20% Focus): Analyze recurring Tier 1 issues to identify root
causes and recommend process or system improvements to reduce future ticket flow.
○ Identify repetitive manual tasks (like de-duplication or partner account setup) that
can be automated or delegated to self-service.
○ Contribute to documentation for repeatable issues to empower end-users.
● System Integrity: Assist in mass data updates, new account setups (including Partner
Program accounts), and basic platform cleanup to address technical debt

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

REQUIRED SKILLS AND EXPERIENCE
Required Skills & Qualifications
● Experience: 1-3 years of hands-on experience in an IT Support or Systems
Administration role, preferably supporting a Sales or GTM organization.
● Technical Knowledge: Foundational understanding of Salesforce platform
administration (security, user management, custom objects, fields, and basic
flow/automation concepts).
● Data Management: Proficient in ensuring data cleanliness and executing bulk data
tasks (e.g., merges, imports).
● Analytical Skill: Proven ability to analyze recurring support ticket categories (like
access issues or currency changes) and propose simple solutions to reduce volume.
● Communication: Excellent verbal and written communication in English, suitable for
user-facing support and documenting technical resolution steps.
● Work Arrangement: Based in Western Europe (ideally Barcelona) with flexibility for
hours overlapping with the US East Coast (EST) up until 6pm EST.
Nice to Have:
● Familiarity with Salesforce CPQ quoting or billing concepts (Zuora).
● Experience supporting sales enablement tools like Salesloft or ZoomInfo.
● Salesforce Administrator Certification (ADM 201)
● Familiarity with custom CRM to MAP integrations

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.