Salesforce Service Cloud Administrator

  • Wheels, Inc.
  • Des Plaines, IL, USA
  • Jan 24, 2021

Job Description

Location: Des Plaines, IllinoisJob Description: SUMMARY OF POSITION: The Salesforce Administrator will develop and administrate our Salesforce Service Cloud deployment. The successful candidate will have a record of success in improving processes and adoption of Salesforce. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes. This role is part technical project manager, part administrator and part Service Cloud analyst. The Salesforce Administrator will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our Salesforce platform. KEY DUTIES & RESPONSIBILITIES: Serve as primary system administrator for the Salesforce Service Cloud environment with 400+ users. Handle all administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks Provide day to day user support and answer user questions, troubleshoot configuration defects and process gaps Work with SFDC Product Owner to develop new features, work with SFDC architect and other team members and develop using Scrum methodology with 3 week sprints Work independently with business owners to gather and vet out requirements and write Jira backlog stories Collaborate with users and stakeholders and look for ways and opportunities to improve user and client experience Support OmniChannel, Outlook plug-in, OwnBackup data storage, bulk data uploads Serve as a liaison between users, vendors, and I/T development teams Guide users with best practices and share lessons learned Complete regular internal system audits and prepare for upgrades Support SFDC integration with back office applications and API integrations Coordinate the evaluation, scope and completion of new development requests Assist in training of new users, and grow the Salesforce skill set across the organization Work closely with IT software development teams with Salesforce integration and provide sound direction and leadership Adhere to IT software development standards and best practices Help develop and maintain Salesforce governance strategy and roadmap Specific Qualifications and Characteristics: Advanced Salesforce configurations and custom development skills Excellent project management skills and a positive attitude Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards Creative and analytical thinker with strong problem-solving skills Must demonstrate exceptional verbal and written communication skills Must demonstrate ability to communicate effectively at all levels of the organization Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs Ability to assess the impact of new requirements on Salesforce and all upstream and downstream applications, systems and processes Ability to analyze case data and help identify and drive out improvement opportunities EXPERIENCE REQUIRED: Minimum 5-7 years of experience as a Salesforce administrator Salesforce Admin (ADM201 and ADM211) certified Bachelors in Technology of Computer Science required APEX and Einstein development experience a plus Service Cloud and Developer certifications preferred Proven ability to design and implement new processes and facilitate user adoption Expert understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity Expert understanding of Salesforce best practices and functionality Expert data management abilities Documented history of successfully driving projects to completion Demonstrated ability to understand and articulate complex requirements Experience with transactional environments, preferably service industry Job Type: Full-time Schedule: Monday to Friday Experience: Salesforce Cloud Administration: 5 years (Required) Location: Des Plaines, IL 60016 (Required) Work authorization: United States (Required) Work Location: One location Work Remotely: No