Salesforce Administrator

Job Description

We are  looking for a Salesforce Administrator who will be responsible for the day-to-day management and front-end support for our client’s instance of Salesforce. This is a fully remote and full-time position from Costa Rica, in payroll with benefits.

Responsibilities

Technical responsibilities:

• Provide end-user support by troubleshooting and resolving issues, quests, creating new reports and dashboards, configuring list views, data exports, etc.
• Conduct system maintenance reviews including Salesforce.com security and user audits, platform release updates, health checks, sandbox environment management.
• Support system integrations by conducting data validation reviews with externals partners.
• Provide support for release management activities including participating in UAT, updating training materials and technical documentation, and distributing release notes to end users and stakeholders.
• Facilitate Salesforce training sessions for new and existing users.
• Stay up to date with Salesforce best practices and feature releases, identifying unused or underutilized platform features.

Process responsibilities:

• Troubleshoot and resolve end-user requests and escalations raised by the client’s Services, Dealer Partners, Media Vendors, and internal client’s stakeholders.
• Support all aspects of Salesforce Sales Cloud and Salesforce Experience Cloud administration.
• Maintain and expand on knowledge base including training materials, support documentation, and release notes.
• Proactively monitor data quality and reinforce data management best practices.

Accountabilities:

• Liaise with clients (e.g. from Salesforce team, the internal business, the dealer direct network) on an ongoing basis, to maintain and ensure satisfaction with services provided, and identify opportunities for further growth.

Qualifications

Core Competency Requirements

    – Focus on the End Customer

• When responding to an end-user support request, watch for any missed opportunities in a defined business process, adjusting as required.
• Communicates scope changes with other team members.
• Challenge questionable business process changes to team management when experience raises questions/doubts.

    – Builds Trust

• Successfully establishes and maintains partnership with others.
• Thoughtful consideration of other people’s ideas and concerns (empathetic thinking).
• Sought after for team membership.

    – Set High Standards of Performance

• Has achieved a level of contribution that includes a competence of the 2 skills relating to system knowledge and functional expertise for either technology or business.
• Able to lead some minor projects or assist in leading a major project
• Process knowledge and functional expertise would apply to multiple areas.

    – Drive Continuous Improvement

• Develop practical systems scope that enhances the business function.
• When developing project scope, challenge obsolete practices, question accepted truths and eliminate non-value-added processes.

Technical Competencies

• Salesforce Administrator certification: Salesforce Experience Cloud certification a plus.
• Must have experience with Data Loader/Workbench and MS Excel (VLOOKUPs)

Business-facing skills

• Ability to communicate effectively with internal and external business partners.
• Able to build strong relationships with business partners to ensure technology alignment with business priorities.

Education and Experience Requirements:

• Bachelor’s degree in Information Technology, Business, Supply Chain or related field required. Under some circumstances Associate Degree in Information Technology and minimum 5 years experience will be accepted.
• 3-6 years’ experience as a Salesforce administrator; including experience supporting a Salesforce instance with multiple integrations and third-party app connections.

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