Salesforce Administrator

**Key Accountabilities**:
**Customer Service**

Support service desk and direct requests from all levels of staff (including C-suite), maintain status tracking in an internal ticketing system, and ensure turnaround times adhere to established standards.

**Configuration**

Administer a range of declarative solutions in support of sprint work and resolving production bugs, maintain documentation in user stories, and support testing efforts for changes.

**User Management, Security and Access**

**Data Back-up and Recovery**

Monitor data back-ups and handle data restorations promptly and with first-time quality. Support sandbox seeding and other related tasks.

**System Performance**

Monitor system performance and usage, work collaboratively with integration teams and vendors to resolve system issues.

**Skills**:
**Customer Service**
- Proven track record of providing exceptional customer service to stakeholders at all levels (including C-suite) and managing tickets in a tracking system with meticulous attention to detail.
- Experience working within SLAs (service-level agreements) and ensuring turnaround times meet agreed-upon standards.
- Ability to conduct root-cause analyses on issues and effectively document and communicate feedback on improvements to core development team.
- Skilled at demonstrating new and existing features to facilitate issue resolution and support training efforts (e.g., user acceptance testing or a launch of new features).

**Salesforce Administration**

Ability to administer all aspects of the Sales Cloud, including the following features:

- Security and access - org-wide defaults, account teams, sharing rules, public groups, queues, roles, the role hierarchy, profiles, permission sets, and permission set groups.
- Automation - Flow (including working knowledge of migration from workflow rules to process builders and Flow), approvals processes, lead and case assignment rules, validation rules (with hands on knowledge of complex formulas and logic), fields, page layouts, Lightning record pages, dynamic forms.
- Working knowledge of the Salesforce AppExchange, managed packages and connected apps (including set-up), access (e.g., certificate and key management), and ability to implement and maintain packaging (enhancements and upgrades).
- Data management in Salesforce - ability to upload and update data utilizing Data Loader, Workbench and other common tools.
- Microsoft Excel skills to clean and manipulate data - experience with Excel formulas to compare datasets.
- Ability to administer Marketing Cloud (Pardot) with the Sales Cloud in an administrator capacity - supporting activities such as mapping fields, and testing data flows from Pardot to Salesforce.
- Practical experience with Agile methodologies and related tools (e.g., Jira).

**Other**
- Excellent interpersonal, verbal and written communication skills.
- Maintains a flexible attitude with respect to work assignments and new learning.
- Works independently in a fast-paced environment, prioritizes effectively and adapts readily to changing priorities, manages multiple and varied tasks with enthusiasm.
- Proactive mindset - demonstrates a bias for action and continuous improvement.
- Flexible with working in shifts and support weekend releases (once every 3 weeks).

**Knowledge and Experience**:

- 3-5 years of hands-on Salesforce administration experience.
- Experience with CRM (customer relationship management) software and working knowledge of relational database design. Experience with contract lifecycle management (CLM) software.
- Knowledge of the full sales cycle from lead generation and request for proposal to the contract lifecycle (work orders to change in scope).
- Understanding incident and problem management in a technology support environment.
- Experience in healthcare, clinical development, or related field preferred.
- Business analyst experience preferred.

**Education & Salesforce Certification**:

- Salesforce Administrator Certification (required).
- Salesforce Advanced Administrator Certification (preferred).
- Salesforce Platform App Builder Certification (preferred).
- Bachelor’s degree (required).

LI-REMOTE