Position Title: Salesforce® Administrator
Posted on: May 9, 2017
Employment Type: Full-time
Summary of Position: The Salesforce Administrator will participate in the design, configuration, enhancement and maintenance for our custom Salesforce app and internal Salesforce database. Additionally, (s)he is responsible for troubleshooting customer reported issues via an internal ticketing system and offering excellent customer support. The individual must be able to interface directly with end users, staff, IT colleagues and additional stakeholders on a daily basis. The Salesforce Administrator will be given the ultimate responsibility of driving issues to final resolution and must be able to balance customer need versus customer priorities.
America’s Warrior Partnership’s mission is Empowering Communities to Empower Veterans. We are a national nonprofit organization working to help communities support their hometown veterans, military service members, and their families.
America’s Warrior Partnership observes 10 paid holidays and employees accrue paid time off leave totaling 23 days each year. We offer optional employee benefits including medical, dental and vision insurance and a 403(b) retirement savings plan. The company provides life insurance and short-term disability coverage for all employees.
Develop a working knowledge of America’s Warrior Partnership custom App, WarriorServe™.
Provide and maintain a single point of customer contact for technical and support issues.
Drive resolution of support cases, collaborating with the Technology team to meet individual customer needs.
Proactively monitor and update customers regarding technical needs, issues and/or opportunities.
Assist the training manager in the development of follow-on training for WarriorServe™.
Function as Salesforce subject matter expert for America’s Warrior Partnership and Salesforce Administrator for the America’s Warrior Partnership Salesforce instance
Lead daily administration and support of America’s Warrior Partnership Salesforce database including but not limited to managing multiple user setup, profiles and roles, customization of objects, fields, page layouts and validations.
Work with management, strategic planning & analysis staff and end-users to create and manage complex workflow rules, data validation and triggers.
Develop and create customized reports and dashboards
Create and document application requirements by working together with those involved in the development of program enhancements and changes including program staff, programmers, strategic planning and analysis staff and/or outside consultants as needed;
Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing;
Use knowledge of Salesforce objects including user, account, lead, case, knowledge, chatter, opportunities and campaign.
Use knowledge of Salesforce security model including profiles, roles, permission sets and workflows.
Maintain up-to-date knowledge of new Salesforce features and functionality and provide recommendations for process improvements;
Have a strong understanding of Salesforce’s capabilities and limitations developed through in-depth experience with Salesforce.com products
Monitor monthly data and metrics reports, aggregate disparate data points and be the champion of data analysis
Assemble and analyze data and pass reports to stakeholders
Train new and existing users on how to use database applications;
Keep application users informed about system functionality and enhancements
Provide application users with technical support
Log and track identified system problems through resolution
Create and maintain documentation on processes, policies, application configuration, help topics, and related materials for users as database applications are developed
Bachelor’s degree or equivalent work/technical experience
Salesforce® Administrator 401 Certification
3+ years of experience as Salesforce® administrator for enterprise edition or higher
Detailed knowledge of Salesforce® architecture and Salesforce Communities configuration and deployment
Wave Analytics expertise is a plus
Detailed knowledge of Security, Sharing, Profiles, and Roles
Data Analyst qualifications
An exceptional work ethic dedicated to delivering for the customer coupled with the ability to manage challenging customer interactions while maintaining a professional demeanor and sense of humor.
Excellent interpersonal, oral and written communications and presentation skills
Highly organized, excellent problem-solving skills
An ability to thrive in a fast-paced environment with minimal supervision.
Evidence of a proven track record for being detail-oriented with a demonstrated ability to self-motivate and follow through on projects.
Experience in troubleshooting skills with the ability to analyze and resolve difficult problems quickly.
Demonstrated knowledge with Agile Project Management is a plus
Demonstrated skills in working customer issues through to completion with customers and internal resources at all levels.