Salesforce Administrator

Salesforce Administrator
The Company
Serving the People Who Serve the People

Granicus is driven by the excitement of building, implementing and maintaining technology that is transforming the Govtech industry by bringing governments and their constituents together. We are on a mission to support our customers by meeting the needs of their communities and implementing our technology in ways that are equitable and inclusive. Granicus has consistently appeared on the GovTech 100 list over the past 5 years and has been recognized as the best companies to work on BuiltIn.

Over the last 25 years, we have served 5,500 federal, state, and local government agencies and more than 300 million citizen subscribers powering an unmatched Subscriber Network that uses our digital solutions to make the world a better place. With comprehensive cloud-based solutions for communications, government website design, meeting and agenda management software, records management, and digital services, Granicus empowers stronger relationships between government and residents across the U.S., U.K., Australia, New Zealand, and Canada. By simplifying interactions with residents, while disseminating critical information, Granicus brings governments closer to the people they servedriving meaningful change for communities around the globe.

Want to know more? See more of what we do here.

We are looking for someone with a good understanding of the Salesforce platform, who can understand both our current setup and our business objectives, to quickly ramp up and support the team and users both on projects and in a help desk capacity. The Salesforce Administrator should be comfortable with and follow change management and governance practices on all Granicus projects and tickets.

Location: India - Remote
Shift: 1:00 PM 10:00 PM IST (flexibility required)

We are seeking a Salesforce Administrator with 34 years of hands-on experience in Sales Cloud and Service Cloud, with strong expertise in Flows, Omnichannel, Service Cloud Voice (AWS) and routing mechanisms.

This role is critical to supporting our entire Sales & Service operations, where day-to-day requests such as case routing issues, routing enhancements and Service Cloud configurations are part of the job. The ideal candidate will have a ready-to-learn attitude, be familiar with AI-driven Salesforce use cases and thrive in a fast-paced support environment.

What Youll Do

Manage Salesforce users, licenses, roles, profiles, permissions, groups, sharing rules, and OWD.

Configure Salesforce (Flows, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, dashboards, reports, actions, custom settings, mobile admin).

Special focus on Service Cloud:

Build and optimize Flows for automation and routing.

Configure and maintain Omnichannel routing.

Support and enhance Service Cloud Voice with AWS.

Troubleshoot and optimize routing mechanisms to ensure smooth case distribution.

Translate business requirements into best-practice, scalable Salesforce solutions with a strong focus on user experience and service efficiency.

Identify unused or underutilized Salesforce features to drive adoption.

Proactively perform system maintenance (Security Reviews, Release Updates, Health Check, Optimizer).

Provide day-to-day support for Salesforce Service operations (case routing issues, user queries, troubleshooting).

Maintain technical documentation and process flows.

Collaborate with stakeholders to define and deliver the Salesforce platform roadmap.

Support integrations with tools such as Conga, Boomi*, NetSuite, Wrike*, Gong/Chorus, Highspot, Salesloft/Outreach, call center solutions, Jira, zAgile.

Explore and support AI-driven Salesforce features and use cases (e.g., case classification, chatbots, recommendations).

Qualifications

Required

3+ years Salesforce Admin experience with Sales Cloud & Service Cloud.

Strong hands-on experience with Flows (record-triggered, screen, scheduled).

Expertise in Omnichannel, Service Cloud Voice (AWS) and routing mechanisms.

Salesforce Administrator Certification.

Trailhead profile link.

Preferred

Advanced certifications (Advanced Admin, Service Cloud Consultant, Sales Cloud Consultant, Platform App Builder, OmniStudio, Platform Developer).

Strong knowledge of Salesforce configuration best practices.

Experience in change management and governance.

Excellent stakeholder management and communication skills.

Familiarity with AI-driven Salesforce features and automation.

Interview Process

Phone Screen Speak to a recruiter to confirm fit.

Assessment Quick technical assessment (with prep support).

Hiring Manager Interview Deep dive into Salesforce expertise, role fit and career goals.

Technical Interview Hands-on discussion/assessment round.

Panel Interview Meet the team, discuss collaboration style and share your experience.

Reference Checks Provide 2 professional references.

Offer Verbal discussion followed by written offer.

Why Join Us?

Hands-on experience with advanced Service Cloud features (Omnichannel, Voice, Routing).

Opportunity to explore AI-driven Salesforce solutions.

Collaborative and growth-focused environment.

Clear career path with certifications and professional development support.