Service Cloud Experience - support service and operations, fraud for existing customers, and flow and process management.
Experience Cloud Builder (formerly communities)
Liaison for Business and IT team - work with business directly gathering requirements to formulate stories for IT.
Preferred Skills:
Chat Bots
Machine Learning
Virtual Assistance
Marketing Cloud
Job Summary:
The Salesforce Admin – Service Cloud: Owns, develops, and executes the day-to-day configuration, reporting, training, support, maintenance, and overall improvement of the platform for the Service and Operations teams.
This individual should have a passion for creating repeatable and scalable solutions to drive continual improvement and increase user satisfaction.
The administrator should feel comfortable working collaboratively to communicate design options, assist change management, and adhere to governance requirements.
Responsibilities:
Serve as a technology lead for Salesforce and communicate/collaborate at a high level with business owners and other technology team members
Collaborate with stakeholders, understand business needs, and define requirements to guide implementation
Perform administrator functions such as user management, profiles, roles, permissions, rules, assignment rules, queues, various flows, and experience builder pages
3-5 years’ experience as a Salesforce Admin with experience in service cloud and experience builder required.
Document technical, business, and process requirements
Manage dashboards, reports, forms, templates, page layout workflows and approvals
Create and maintain custom objects, object relationships, and standard and custom fields
Work with end users to provide best practices and tips on Salesforce usage including training, documentation, and support as necessary
Customize reporting and dashboards for various teams while also providing training
Design and implement repeatable and scalable solutions to fulfill business needs
Work with business stakeholders to enhance/maintain Salesforce digital experience sites (examples include communities/portals)
Troubleshoot issues, identify root causes, resolve bugs and errors, and implement optimal solutions to resolve issues at the source
Manage Salesforce change control for both new functionality requests and environment management
Work with the Business Analyst to maintain system documentation for Salesforce, its integrations, and ongoing enhancements/updates
Install, manage, and maintain third party apps
Keep abreast of Salesforce releases and corresponding documentation, and provide new functionalities and solutions as needed
Work with a cross-functional Salesforce team that supports the Sales Organization for releases and data management
Qualifications:
Bachelor's degree or equivalent combination of education and work experience
Salesforce Administrator certification and 3+ years’ experience as a Salesforce Admin
Salesforce Community Consultant (Experience Builder) Certification or relevant experience
Experience with Chat, Chat bots and SMS.
Proficiency with Salesforce’s declarative (out of the box) capabilities to prioritize configuration when possible vs. coding
Experience with workflow, process builder, flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports
Familiarity with Salesforce software development lifecycle, sandbox environment management, and changeset deployment
Experience with DocuSign and Taskray. Salesforce surveys a plus.
Strong client-facing communication skills
Ability to learn quickly and function as a positive and creative member of a team
