Lead Manager, Salesforce Administration & Support

Position Summary:

The Salesforce Administration & Support role supports the Salesforce ecosystem by liaising with a team of Salesforce professionals, IT personnel, and functional leaders to ensure that the business is provided support and Salesforce related tools fit business needs.

As the Salesforce Admin & Support you will be responsible for managing the internal Salesforce Support queue, providing administration of the organization’s Salesforce environments, as well as partnering with internal and 3^rd party teams for development and testing.  Knowledge of Salesforce technology is paramount, but a key to success will be the ability to listen and to build relationships with a diverse set of business partners and team members.

Knowledge and Abilities:

• Previous experience as a Salesforce.com administrator.
• Experience managing, triaging, responding to and resolving user issues.
• Strong analytical and product management skills with an understanding of how to interpret and translate customer business needs into operational requirements and recommend solutions to expand system functionality, improve scalability, and manage cost.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous clients’ requests, and manage laterally and upwards.
• Creative and analytical thinker with strong problem-solving skills.
• Interpersonal communication skills are a must, as well as the ability to work well in a team environment.

Duties and Responsibilities:

• Manage day-to-day Salesforce orgs and app integrations and troubleshooting.
• Perform routine maintenance and administrative functions in Salesforce orgs, inclusive of app integrations.
• Configure changes to workflows, approval processes, fields, page layouts, record types, flows, dashboards and reports.
• Effectively document and communicate Salesforce changes and release updates to end users and stakeholders.
• Ticket troubleshooting, carrying out impact analysis, and providing resolutions to problems associated with Salesforce.
• Provide support to end users to improve their productivity and application knowledge, building users confidence and competence.
• Support the project life cycle including requirements, research, solution design, testing and deployment of declarative Salesforce enhancements.
• Creates and maintains documentation for process, policies, applications, and configuration and assists with related material for end users.
• Aid Business Transformation team in developing and completing system testing, training, and implementation-related activities.

Qualifications:

• 5+ years of total experience with 2+ years of experience as a Salesforce.com super user or junior administrator.
• Detailed understanding of Salesforce development environments, with the ability to build custom apps and objects, fields, processes, custom views, and other content of intermediate complexity.
• Salesforce Admin Certification required.
• Bachelor's degree in computer science or a related field or equivalent experience required.
• Experience with Salesforce NPSP preferred.
• Exposure to DevOps, CI/CD processes and code versioning systems such as Github is a plus.

Working Conditions:

• Ability to thrive in a remote environment.
• Some travel required.
• May require work outside a traditional Monday-Friday work week, and  normal business hours.