Salesforce.com Administrator (Hybrid)

User Support/Case Management

• Provides end users with high degree of responsiveness and satisfaction in documenting, tracking, supporting, and resolving all Salesforce.com cases.
• Identifies trends, system issues, and training opportunities to proactively minimize user issues and enhance the user experience.
• Manages Salesforce.com licensing requests and terminations.
• Holds scheduled and structured one-on-one and small-group Salesforce user training.
• Fields ad hoc questions from users, day-to-day.

System Enhancement and Operational Support

• Executes Salesforce.com enhancement projects from the design phase through delivery.
• Creates and modifies: Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, User Profiles.
• Conducts proactive data analysis, providing insights and recommending innovative and effective improvements.
• Maintains data accuracy and consistency in Salesforce.com, as needed.

Key Measures of Success

• High degree of customer satisfaction with timely responses to all support requests; delivers resolutions via appropriate solutions.
• Documents all cases, user communications, and resolution details.
• Documents best practices, process maps, and procedures to create definable, repeatable processes for Salesforce.com case resolution and issue escalation against defined standards.
• Feedback from end user population.
• Partners with Salesforce Director to understand and execute on pre-defined business requirements for enhancement projects.
• Independently, effectively, and efficiently designs enhancements in the Salesforce test environment.
• Partners closely with stakeholders during the design process to reach an acceptable iteration of each enhancement.
• Partners with stakeholders and Salesforce Director to develop deployment, communication, and training plan for enhancements.
• Accurately deploys all new enhancements from lower to higher environments.
• Independently addresses ad hoc and on-going data improvement initiatives and communicates outcomes appropriately.

What You Need To Apply

• Bachelor’s degree or equivalent work experience.
• 1-2+ years hands on experience administering Salesforce.com to include Flows, Approval Processes, Email Alerts, Tabs, List Views, Record Types, Page Layouts, Buttons, Links, Actions, Custom Fields, Validation Rules, User Roles, User Profiles, Reports, Dashboards, and Data Loader (or equivalent) required.
• Solid Excel experience including in depth knowledge of data manipulation, formulas, and pivot tables required.
• Experience with one-on-one and/or small-group trainings/presentations required.
• Working knowledge of Salesforce.com Marketing Cloud highly desirable, but not required.
• Insurance and/or Sales experience desirable, but not required.

Key Competencies

• Highly self-motivated and independent contributor with proven track record of obtaining results.
• Displays effective organization and time management skills.
• Easily adapts to new or changing situations, requirements, or priorities.
• Strong analytical ability, and ability to work with data.
• Interpersonal & relationship building skills: ability to work well as an individual and within a team.
• Demonstrates solid verbal/written communication, listening, communication skills with an ability to communicate across all employee and management levels.
• Detail and quality oriented, with problem solving ability.
• Personal drive to continually grow and enhance skills, knowledge, and scope of responsibilities.