Salesforce Administrator (Service Cloud)

About the Role:

As a Salesforce Administrator, you will play a vital role. We are looking for an experienced technical administrator to help improve and enhance their Salesforce Health Cloud platform, and migrate the Service Operations teams from Zendesk to Service Cloud & Vonage (telephony). This role handles gathering requirements and feedback, designing scalable best practice solutions, and helping support our Salesforce ecosystem. OurSalesforce user experience is of great importance to us, therefore, the Salesforce Administrator should enjoy all aspects of user management, including support tickets, training, and designing solutions with user satisfaction as a priority. We are looking for a highly motivated individual with a deep understanding of Salesforce Service Cloud, Sales Cloud, and ideally Health Cloud and Vlocity Insurance. The ideal candidate can understand both our current setup and our business objectives, in order to quickly identify areas of improvement and leverage unused features or capabilities. The Salesforce Administrator should be comfortable with change management and governance, possess excellent written and verbal communication skills, and be knowledgeable about writing basic Apex and SOQL. The ideal candidate will be happy liaising with stakeholders at all levels, with the ability to translate technical information into layman’s terms, clearly explaining design options and their potential impact. This role will report to the Senior Director of IT Implementation.

Role Responsibilities:

• Responsible for Service Cloud implementation, migration, configuration, and support.
• Vonage telephony system configuration and administration.
• All aspects of user and license management, including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules, etc.
• Salesforce configuration changes, including (but not limited to): Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports.
• Understanding of basic triggers/Apex code knowledge.
• Sandbox environment management/ DevOps/release management.
• Identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience and unused or underutilized platform features.
• Assist with a platform roadmap and define priorities, liaising with stakeholders.
• Own the communication of any platform changes to end users and stakeholders.
• Data management to improve Salesforce data quality, implementing rules and automation as needed.
• Proactive system maintenance, including Security Reviews, Release Updates, Health Check, and Optimizer.
• User support tickets, troubleshooting, and issue resolution.
• Monitor and improve user adoption/ New user and ongoing user training,/ Technical documentation.
• Management of integrated applications and third-party suppliers, including DocuSign, ProProfs, Hubspot, and Celigo.
• Participate in “on-call” rotations to resolve incidents occurring out-of-hours.

Certifications Required:

• Certified Salesforce Administrator
• Additional Salesforce certifications e.g. Advanced Administrator, Platform App Builder

Key Competencies:

• 4+ years of experience as a Salesforce Administrator with strong product knowledge and hands-on experience with Service Cloud and Sales Cloud implementation; Health Cloud & Vlocity Insurance architecture, capabilities, and best practices.
• Programming skills required: Apex troubleshooting, Git, SOQL, SQL.
• HIPAA/PHI cloud data handling experience.
• Translating business requirements from non-technical stakeholders into scalable and efficient technical solutions.
• Experience in change management and governance.
• Ability to work independently and handle multiple projects and priorities simultaneously.
• Training end users and key stakeholders.
• Writing and following technical documentation.
• Experience implementing Salesforce configuration changes.
• DevOps/release management experience (GitHub, change set management).
• Demonstrates continued personal/professional development.
• Strong communication skills, both verbal and written. Fluent in English.
• Legally authorized to work in the US