Salesforce Administrator
4 days ago
Oklahoma City
Job Description Overview We are seeking an excellent communicator, who is a detail-oriented and proactive Salesforce Administrator to join our team. In this role, you will be responsible for managing and optimizing our clients' Salesforce platform to enhance user experience and streamline processes. You will work very closely with various client departments (project managers, administrators, high level management, etc.) to ensure that the system meets their needs and supports their overall business objectives. This is an external client/customer facing position. Excellent Communication and providing very high levels of customer service is a critical component of this position. If you're a strong communicator who actually enjoys communication and are a proactive and passionate problem solver with strong Salesforce expertise and a drive for continuous improvement, we invite you to apply! The goal of this job description is to be thorough, thank you in advance for taking the time to review it. Key Expectations and Responsibilities: · Please make sure to read this part of the job posting: “Expectations of Proactive Communication” • Communication: Strong and proactive communication is a hard requirement of this position. This includes communication with customer clients and internal management through email, video calls, and messaging platforms. Attend project planning meetings, working meetings, and weekly or bi-weekly check-in meetings with various clients. Willing to ask questions and ask for help, we are team., • Day-to-day User Support: You must be available to respond to customer support messages and emails during normal business hours, which are Monday through Friday, between 9am – 6pm EST, in a timely manner. This does not include Federal Holidays, vacation time, and time off as needed. This is due to customers’ general operating hours., • Ticket Management - Maintain Support Ticket Backlog (Agile tickets):, • Manage ticket backlog. Creating, updating, and moving tickets through the ticket lifecycle (backlog, working, testing, complete)., • Meet with client leadership and team members weekly to gather requirements, provide updates on existing work, and drive backlog. Create backlog tickets to help track projects., • Project Work: Project work is a critical component of the position. Projects can be small, such as a research task, or very large, such as a multi-flow build that takes a few months. Non-user support project work can be conducted during the day or when you have time, as long as the projects meet customer deadlines., • Research: Conduct in-depth research on complicated technical questions. Continue to research when initial answers are not found., • Presentation of work: Present project work in front of stakeholders as needed. Research tasks and project work often need to be explained in informal meetings and also presented to high level management in more formal meetings., • Collaboration & Strategy: Work closely with stakeholders, including IT, finance, sales, marketing, and customer service teams, to understand business needs and recommend Salesforce solutions to enhance operational efficiency., • Salesforce Platform Management: Oversee the daily administration of all things Salesforce, including but not limited to user setup, security settings, profiles, roles, permissions, and workflows., • User Support & Training: Provide as-needed user support, training, and troubleshooting to ensure smooth. Create user documentation and training materials., • Customization & Configuration: Design and implement complex workflows, process builder flows, flows, validation rules, custom objects, fields, classic and lightning page layouts, buttons, and approval processes etc., to meet business requirements., • Testing: Working with the clients on testing plans as needed. Testing your work for the client, even if there are no official testing requirements., • Data Management: Be able to perform regular data imports, exports, and data cleansing activities, ensuring data integrity and accuracy across the platform., • System Integration & Upgrades: Manage system integrations with third-party applications, as well as any platform upgrades and release management., • Security & Compliance: Ensure Salesforce security best practices and compliance standards are adhered to, including user access controls, field-level security, and data privacy., • Reporting & Analytics: Build and maintain customized dashboards, reports, and folders to provide insights into key business performance metrics., • Salesforce Best Practices: Continuously assess and improve system configurations to adhere to Salesforce best practices, ensuring optimal platform performance and scalability. Stay updated on Salesforce releases and best practices. Experience • Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience as a Salesforce Administrator)., • 3+ years of experience as a Salesforce Administrator with hands-on expertise in Salesforce configuration, customization, and administration., • Deep knowledge of Salesforce standard features (e.g., reports, dashboards, Lightning components, Process Builder, Flow Builder (including working with APIs in Flow builder), Quick Actions, Roles, Profiles, Permission Sets, installing and working with Managed Packages, etc.)., • Experience with Salesforce integration tools (e.g. Dataloader, Gearset, Salesforce Connect, MuleSoft, Dell Boomi, Snowflake Connector, Connected Apps, SSO, APIs), and knowledge of integration processes and frameworks., • Strong experience with data management, including data import/export, cleansing, and validation., • Being able to look at a dataset and draw conclusions., • Proven ability to implement Salesforce solutions in a highly dynamic, fast-paced environment., • Very strong communication (especially being proactive in your communication), and interpersonal skills, enjoy interacting with clients, enjoy presenting project work to clients, and not having an issue turning on your camera during client video calls., • Ability to manage tickets proactively to ensure client is informed on work, ability to translate business requirements into technical solutions., • Ability to conduct in-depth research on technical questions from clients and be able to articulate the answer in a call or meeting, • Ability to work independently and as part of a team, managing multiple projects and priorities simultaneously., • Familiarity with Agile methodologies is a plus., • Salesforce Certified Administrator (ADM 201) certification and advanced certifications such as Salesforce Advanced Administrator (ADM 211) or Platform App Builder (DEV 402) are a plus., • Experience with Salesforce CPQ, Service Cloud, Field Service Lightning, Marketing Cloud, Salesforce Einstein AI, Agentforce, CRM Analytics, and Salesforce Quotes, and strong experience with Salesforce Reporting & Dashboards, and Apex, LWC’s, Visualforce, Triggers, and Batch Apex are a plus. Expectations of Proactive Communication and work written to external clients and internal management: • Excellent service is required. This means high levels of communication. The clients must feel supported, not just have their technical work completed. The following examples are very typical in everyday work of any Salesforce Administrator. To reiterate, strong and proactive communication skills are a hard requirement for this position., • Due to the customer facing nature of the work, and because communication is so important, here are examples of our expectations of Proactive Communication and work written to clients and management:, • Proactive follow-up communication without being asked for a follow-up, • Hi Client, the work you requested to be done by 5pm today has been completed, here is a link to the Flow and another link to the ticket for your verification., • Making the customer feel supported, going above and beyond by creating a Salesforce ticket when this wasn’t asked for, providing timelines, and assuring clients you will follow up:, • Hi Client, two days ago on Monday we discussed your issue. I have been researching it thoroughly and I believe I have the answer, I am also working on some testing to verify my research. In the meantime, I created a Salesforce Support ticket so that we can ensure that we get the correct answer from Salesforce. I hope that we can have our answer by tomorrow or Friday. We should be able to begin a final build after this. I will keep you posted., • A key part of this is to follow up and keep the client posted (meaning informed of the status of your research and the status of the Salesforce ticket that you created)., • Seeking out work, seeking guidance on what work is important to the client (instead of working on random things):, • Hi client, I completed the urgent tasks you had from yesterday, and my last ticket for this sprint. I don’t see any other pending work on the board. Are there any backlog tickets that I can work on or anything that you need support with today?, • Proactive follow-up with management, proactive testing, proactive communication, providing timelines., • Hi manager, you asked me to complete a, b, and c tasks for the client. They have been completed and I wanted to let you know. I tested the work for the client to ensure it’s working, and I informed the client so that they can begin testing. We should be able to move their process to production ahead of their deadline., • Willing to ask for help, not wasting time when there is support available:, • Hi manager, I have been researching a complicated technical request from the client, and I haven’t found the answer in the past hour. Do you have experience with this area or know where I can look to find the answer? The client said this is of medium importance and wants an answer by next week, but I want to try and get this done before the holiday weekend. Skills: • Excellent communication skills through video calls, messaging platforms, and through email (ability to describe highly technical issues to clients), • Enjoy communication, enjoy presenting when asked, prefer to jump on a call with a client to talk through an issue or gather requirements (as opposed to drawn out messages or emails that span multiple hours or days)., • Enjoy providing high-quality customer service, • Strong Salesforce Administration experience, • Understand the limits of Salesforce non-code automation, • Willingness to learn and grow and accept constructive criticism. Not afraid to take on new tasks, research, and learn., • Experience in leading or mentoring junior Salesforce administrators is a plus., • Strong problem-solving abilities and a proactive mindset. Last, this role is initially as a part time contractor, estimated 8-15 hours per week, and as the company grows the hours will increase.