Job Description

Job Description

Job Description

We are seeking a detail-oriented and proactive Salesforce Administrator to support and enhance our Salesforce environment. The Salesforce Administrator will play a key role in ensuring our users receive excellent support while also driving efficiency and scalability in our Salesforce platform.

This hybrid role will require presence at a Shepard hub office on a regular basis and is only open to candidates living within 45 miles of a hub location. This position is split between 50% support responsibilities (e.g., user assistance, troubleshooting, and case resolution) and 50% system administration/enhancement (e.g., configuration, automation, reporting, and process improvement).

Support (50%)

• Act as the first point of contact for Salesforce-related issues, providing timely and effective resolution.

• Manager and prioritize incoming support requests, ensuring service-level agreements (SLAs) are met.

• Troubleshoot system errors, data issues, and user access problems.

• Provide hands-on training and guidance to users on Salesforce functionality and best practices.

• Create and maintain knowledge base articles and training resources to empower end users.

• Collaborate with IT and business teams to escalate issues requiring development or vendor support.

Administration and Enhancements (50%)

• Perform standard Salesforce administration tasks, including user setup, role management, permissions, and security settings.
• Configure and maintain objects, fields, workflows, page layouts, record types, and validation rules.
• Develop and maintain reports and dashboards to support business decision-making.
• Work with business stakeholders to gather requirements and translate them into Salesforce solutions.
• Support release management, including testing, documentation, and deployment of new features.
• Partner with vendors and internal teams to ensure system stability and scalability.
• Maintain data integrity through regular audits, de-duplication, and updates.
• Communicates the strategy for Salesforce applications companywide.

Requirements

• 2+ years of experience as a Salesforce Administrator or in a similar role.
• Salesforce Administrator Certification required (Advanced Administrator a plus).
• Strong understanding of Salesforce core objects, security model, and automation tools (Flows, Process Builder, etc.).
• Proven ability to troubleshoot and resolve user support issues effectively.
• Strong analytical skills with the ability to translate business needs into technical solutions.
• Excellent communication and customer service skills.
• Experience with third-party apps, integrations, and AppExchange tools preferred.
• Strong analytical and problem-solving skills
• Project management skills
• Strong executive presence and ability to successfully communicate and drive projects with cross-functional teams.
• Ability to proactively drive business with innovative and future-forward thinking.
• Ability to lead and influence cross-functional teams.
• Knowledge of Salesforce Lightning Experience.
• Familiarity with change management and release management processes.
• Ability to work in a fast-paced environment, balancing support needs and long-term projects.
• Strong documentation and training skills.
• Salesforce experience (Sales Cloud, Service Cloud, Certinia/Financial Force, Commerce Cloud, Marketing Cloud, Analytics, Tableau) required.
• Bachelor’s degree in a related field; equivalent experience may be substituted for formal education.

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork.
• Ability to perform as a responsible ESOP owner by making daily decisions to benefit the client and the company.
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program.

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.

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