Salesforce Admin

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Job Description:

Position Overview:

The Lead Administrator will manage day-to-day system support, optimization, reporting, business process configurations, security assignments, and, more generally, adopt best practices relating to the use of Salesforce. The Lead Administrator will be responsible for the day-to-day configuration, support, maintenance, and improvement of our Salesforce environment, as well as day-to-day IT operational activities, such as supporting end users.

This role will also work closely with decision makers to identify, recommend, develop, implement, and support cost-effective technology solutions for the organization. The Lead Administrator must have demonstrated excellent technical and collaboration skills, a strong sense of personal accountability, and the real desire to achieve accurate and timely data and see it used to drive decisions across the organization. The individual will contribute to and perform analyses, create and maintain CRM dashboards, and support functional areas by demonstrating how best to leverage data and business process capabilities to increase our effectiveness and efficiency.

Key Duties and Responsibilities:

Salesforce Administration (40%)

Manage and administer SalesForce environment of 200+ users

Ensure users have access to Salesforce SalesCloud, ServiceCloud,NimbleAMS, and applications.

Manage new user setup/deactivation, roles, profiles, permissions, public groups.

Migrate approved metadata from Stage to PROD and maintain environments.

Handle all basic administrative functions including user maintenance, modification of page layouts, generation of reports and dashboards, creation of new fields and other routine duties.

Define procedures and guidelines and create support documentation as needed.

Serve as a system and data liaison with third parties and internal/external stakeholders.

Assess impact, manage testing and conduct implementation of Salesforce and NimbleAMS releases to Stage and Production environment 3x/year each.

Prepare for upgrades, seasonal releases and long-term projects.

Maintain the Release Management process for custom code deployment that support multiple developers and includes testing, quality assurance, and version control.

Manage Salesforce performance: engineer code and declarative solutions to handle large volume data and avoid errors due to Salesforce governor limits and platform restrictions.

Manage automated daily backups of Salesforce metadata.

Collaborate with Lead Salesforce Developer on administration and configuration requirements.

Salesforce Support Services (40%)

Provide daily triage support: research and resolve problems, unexpected process/integration errors; recommends solutions or alternative methods to meet requirements.

Perform Incident Management/Root Cause Analysis/Solution Management.

Triage requests for escalation as needed. Manager requests through resolution.

Ensure timely communication to staff when production issues occur.

Work with stakeholders to understand and document business requirements, pain points, and goals. Use Salesforce declarative and programmatic development (Workflow, Processes, Flows, Lightning, SOQL, Apex) to implement our business requirements.

Perform ad hoc user training and maintain "how to" videos and end-user documentation on usage and new feature functions as released.

Collaboration, Continuous Improvement and Communication (20%)

Pro-actively investigate and identify solutions through the Salesforce AppExchange.

Develop and maintain technical and knowledgebase documentation.

Support end users through offering process recommendations to improve current processes, security, and SLAs of our production services to support business needs.

Communicate clearly and effectively across IT, business process owners, and customers.

Re-engineer application ensuring alignment with business processes, tactical planning, and our strategic vision.

Keep current with relevant trends and issues in the IT industry.

Manage projects as assigned and provide guidance and support for Customer Relationship Management (CRM) database initiatives and special projects.

Key Requirements:

Knowledge & Experience

Certified Salesforce Administrator certification

Bachelor's degree in Information Systems, Information Science or related field or commensurate experience

4+ years of experience providing operational support using Salesforce CRM product suite, including Sales Cloud and Service Cloud and developing/configuring in Lightning

Minimum of 1 year experience with databases, database management, and SQL

Minimum of 6 months experience with declarative Force.com development tools such as Process Builder, Visual Workflow, Lightning App Builder, etc.

Knowledge of Nimble AMS strongly preferred

Experience providing Help Desk support (ITIL)

Experience with front line customer service and end user technical support

Personal Attributes

Ability to absorb and retain information quickly

Ability to communicate clearly and effectively with non-technical end-users on multiple channels; strong verbal and written communication required

Highly self-motivated and directed

Strong attention to detail

Proven analytical and problem-solving abilities

Ability to effectively prioritize and execute tasks in high-pressure situations