Job description
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JOB FUNCTION / SUMMARY:
This position contributes to both daily and strategic initiatives for the Salesforce application and works with business executives and users for configuration changes. Develops new solutions on the Salesforce platform to meet business needs and works with consulting partners on larger projects.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Monitors the internal support case queue daily, acting as Tier 2 support. Research, diagnose and provide solutions to user issues. Fulfill requests for system enhancements and improvements.
- Utilizes advanced knowledge of SFDC to leverage the tools to fulfill business requirements.
- Designs, develops, tests, documents, and deploys quality business solutions based upon business requirements as well as industry best practices.
- Create and maintain custom objects/ fields, validation rules, layouts, reports, dashboards, profiles, permission sets, sharing rules, approval rules, lightning flows, to optimize business processes.
- Creates and maintains clear and concise functional and technical documents, standard operating procedures, diagrams, and other system documentation.
- Maintains a holistic view of all business processes and users in the system to understand cross-functional impacts with regard to configuration, process, workflow and reporting.
- Manage integrations and third party sales productivity applications.
- Strong understanding of Salesforce platform, Lightning Experience as well as Salesforce platform architecture, out of the box functionality, configuration and customization.
- Strong, positive communicator - both written and oral.
- Excellent interpersonal skills.
Helpdesk Management / User Support
- Prioritize and cultivate a positive user support experience.
- Provide root cause analysis for frequent support requests and recommend solutions to resolve these issues.
- Take initiative to improve support processes, decreasing delivery time, and improving customer satisfaction.
- Look for ways to automate manual processes and increase self-service capabilities.
- Acts as Salesforce Subject Matter Expert for our Help Desk and Technical Support teams.
- Provide support performance metrics to leadership.
- Support and troubleshoot production issues, as needed.
User Provisioning and Maintenance
- Support the design of user set-up and maintenance.
- Monitor user access and provide access review reporting to leadership for audit and security compliance.
Data Quality Assurance and Management
- Data cleansing, manipulation/transformation, upload/insert.
- Create/update custom report types.
- Creation and management of custom reporting/ dashboards within Salesforce as well as preparing ad hoc reports, data analysis whether within the platform or Excel.
- Performs data integrity (rules and merging records) functions establishing proper ownership and record type maintenance in accordance with business needs.
Development/Configuration
- Collaborate with internal teams effectively, seek to understand user experience and stakeholder perspective on operational processes, and deliver clear solutions to stakeholders.
- Leverage available documentation, training, team resources, and vendor support teams to administer all team applications.
- Create and maintain fields, views, reports, dashboards, campaigns and other salesforce.com objects and functions.
- Proactively seek out and identify needed system changes.
- Create and maintain custom objects/ fields, validation rules, layouts, user provisioning and security, assignment rules, approval rules, lightning flows, etc. to optimize business processes.
Documentation and Process Control
- Create process diagrams and system requirements to support requests for enhancement and new functionality.
- Document and/or report on configuration changes tied to user stories/user support resolutions.
- Enforce Salesforce security best practices and SOX Compliance procedures.
Release and Sandbox Management
- Manage proper tracking of released components in version control.
- Plan and execute scheduled releases for multiple salesforce instances.
- Manage deployments between sandbox environments.
- Responsible for maintaining consistency between Salesforce sandbox environments, from Development through to Production
- Prepare release notes and communicate release status to stakeholders and project teams. Work closely with development staff to resolve build problems and merge conflicts.
- Support training and testing environments with scheduled refreshes, data loads, etc.
System Health and Wellness
- Responsible for performing quarterly Health Check reviews, providing results to leadership for audit/compliance purposes.
- Monitor code coverage monthly, escalating issues to development teams, vendors and leadership.
Testing and Training
- Coordinate testing and deployment plans for complex change management/rollouts.
- Perform smoke testing for bug fixes, user stories and user support requests.
- Provide documentation to training teams indicating changes that should be communicated to end users.
SUPERVISORY RESPONSIBILITIES:
None
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
- Bachelor's degree or equivalent in information systems, computer science, or related field, or equivalent relevant work experience
- Salesforce Administrator Certification ADM-201 (or ADM-211) required
- Salesforce Developer Certification DEV-401 (or DEV-501) preferred
- 5+ years of experience supporting Salesforce.com configuration and customization required
- 3+ years of experience with change / release management within the SFDC application required
- 3+ years of experience with the AppExchange tools preferred
- 3+ years of Agile Scrum Methodology experience preferred
- 3+ years of experience with the Salesforce Mobile App preferred
- 3+ years of experience with Outlook / MS Exchange / Salesforce integration preferred
- Experience creating APEX and supporting test classes, Visualforce pages, sites, and flows preferred.
- 3+ years of experience with the salesforce development toolkit including Apex, Test classes, Triggers, Visualforce, HTML, CSS, JQuery, SOQL/SOSL, Force.com IDE and migration tool preferred
- 3+ years of experience in various Salesforce.com APIs like SOAP, REST, BULK, and Streaming API preferred
- Strong business analysis and functional experience, including requirements gathering, creating/deploying solutions to end users
- Proven ability to build effective partnerships with business owners and technical partners
- Analytical hard skills with experience using at other BI Platform (in addition to native Salesforce reporting); preferred
- SOQL/SQL ability required
- Public speaking and presentation skills required
PREFERRED QUALIFICATIONS:
- Experience working with large-scale, complex datasets
- Experience managing and triaging user submitted issues via ticketing system(s)
- Experience using Salesforce data tools (Data Loader, DemandTools, Eclipse Force.com IDE)
- Advanced Excel skills (Macro, Pivot Tables, Vlookups, complex formulas)
- Experience working in iterative projects, and with deployment strategies/processes (staging environment vs. production)
- Financial Service industry experience a plus
- nCino experience a plus
- Outstanding functional and project management skills; ability to gather requirements and distill information effectively across a variety of stakeholders.
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
- Ability to travel if required to perform the essential job functions
- Ability to work under stress and meet deadlines
- Ability to operate related equipment to perform the essential job functions
- Ability to read and interpret a document if required to perform the essential job functions
- Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
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