Senior Salesforce Administrator - Service Cloud

About Our Client

This organization operates in the health and wellness industry, focused on improving access to affordable, personalized healthcare. It addresses the challenge of delivering care that is accessible and tailored to individual needs, aiming to normalize health and wellness challenges and innovate solutions for better health outcomes.

About the Opportunity

The Senior Salesforce Administrator - Service Cloud is responsible for managing and enhancing the Service Cloud platform to support the organization’s care and support teams. This role ensures efficient case management, automation, and reporting to improve team productivity and service levels, contributing directly to the quality of customer support and care delivery.

Responsibilities

• Manage case management configuration including assignment, escalation rules, and Omni-Channel routing.
• Configure and maintain the Lightning Service Console and Knowledge base architecture.
• Design and adjust entitlements, SLAs, and milestones for support commitments.
• Develop declarative automation with Flow; collaborate with engineering on Apex when needed.
• Oversee user management, licensing, permissions, sandbox refreshes, and release testing.
• Create and maintain dashboards and reports on support KPIs.
• Collaborate with Support Operations and CX leadership on process design and Salesforce adoption.
• Mentor junior administrators and analysts.
• Lead requirements workshops and manage stakeholders across departments.

Requirements

• 5-7+ years as a Salesforce Administrator with Service Cloud ownership for a large user base.
• Salesforce Certified Platform Administrator.
• Preferred certifications: Advanced Administrator, Platform App Builder, or Service Cloud Consultant.
• Experience with Omni-Channel, Case Management, Entitlements & Milestones, Lightning Knowledge, and Flow Builder.
• Knowledge of CTI/telephony integrations and Einstein for Service is a plus.
• Proven experience with sandbox refreshes, release management, and governance in complex Salesforce environments.
• Strong stakeholder management and ability to translate process needs into scalable configurations.
• Bachelor’s degree required.