Salesforce Administrator

$145,600 - $149,760/Yr

Ascendum Solutions - Walnut Creek, CA

Full-time - Mid Level

Onsite - Walnut Creek, CA

Publishing Industries

About the position

The Salesforce Administrator will serve as the primary system administrator for a Salesforce environment with over 500 users, focusing on platform management, omnichannel implementation, knowledge management, and compliance with industry regulations. This role requires hands-on experience in Salesforce administration, particularly in complex environments, and involves optimizing the platform for enhanced user experience and operational efficiency.

Responsibilities

• Serve as the primary system administrator for the Salesforce environment with over 500 users.
• Utilize declarative tools such as Flow Builder, Validation Rules, and Lightning App Builder to customize and optimize the platform.
• Perform system audits, manage data integrity, and oversee system upgrades to maintain platform health.
• Implement and manage Omni-Channel routing to optimize workload distribution across voice, chat, and email-to-case channels.
• Configure and maintain Entitlements and Milestones to ensure adherence to service level agreements.
• Set up and manage Escalation Rules to automate support processes and improve response times.
• Integrate and manage Vonage Contact Center solutions to enhance communication efficiency.
• Extensively manage and configure Salesforce Knowledge, including creating, categorizing, and maintaining knowledge base articles.
• Optimize the knowledge base for internal users and customer self-service portals.
• Implement best practices for the knowledge article lifecycle, including drafting, reviewing, publishing, and archiving.
• Configure and deploy Messaging for Web to provide real-time customer support on web platforms.
• Implement Einstein Bots alongside Messaging for Web to provide automated assistance.
• Develop and manage Macros, Quick Text, and Email Templates to streamline support operations.
• Automate service processes using Flows for advanced process automation.
• Create custom Reports and Dashboards to monitor service performance metrics and key performance indicators (KPIs).
• Utilize Einstein Analytics to gain deeper insights into service operations and customer behavior.
• Configure and manage Experience Cloud sites for customer self-service, including knowledge base access and case submission.
• Ensure compliance with industry regulations such as SOX, GDPR, and FINRA.
• Implement data security best practices, including the use of Salesforce Shield features.
• Maintain high standards of data governance and integrity across the platform.
• Stay current with the latest Salesforce features and releases to identify opportunities for improvements and automation.
• Lead technical initiatives to enhance platform functionality and user experience.
• Analyze and resolve technical issues promptly to minimize downtime.

Requirements

• Salesforce Certified Administrator
• Salesforce Certified Advanced Administrator
• Salesforce Platform App Builder
• At least one Salesforce Consultant certification in Sales Cloud or Service Cloud
• Minimum of 5 years of hands-on experience as a Salesforce Administrator in complex environments
• Extensive experience with Salesforce Knowledge, including configuration and management
• Proven expertise in implementing and managing Omni-Channel routing in voice, chat, and email-to-case environments
• Experience with Messaging for Web
• Familiarity with Vonage Contact Center or similar telephony platforms
• Familiarity with Flosum or similar Salesforce DevOps tools
• Proficient in Salesforce declarative development tools: Flow Builder, Validation Rules, Lightning App Builder
• Strong understanding of Entitlements, Milestones, and Escalation Rules
• Hands-on experience with Salesforce Einstein tools relevant to service operations: Einstein Next Best Action, Einstein Prediction Builder, Einstein Opportunity Scoring, Einstein Case Classification
• Knowledge of Salesforce security features and best practices, including Salesforce Shield
• Expertise in data modeling, data migration, and maintaining data integrity within Salesforce
• Familiarity with data loading tools and techniques for large data sets
• Experience in the financial services industry is highly desirable
• Understanding of compliance requirements specific to financial institutions.

Nice-to-haves

• Familiarity with Flosum or similar Salesforce DevOps tools
• Experience in the financial services industry is highly desirable.