About this role
What you'll do:
• General Platform Support & Administration • User Management: Manage user profiles, roles, permission sets, and licensing for a large-scale user base, ensuring strict adherence to security compliance (SOX/GDPR). • Ticket Resolution: Triaging and resolving Level 1 and Level 2 support tickets via [Jira/ServiceNow], adhering to defined SLAs. • Release Management: Assist in testing new Salesforce releases and internal system updates within Sandbox environments before deployment. Support users as new functionality goes live.
• Sales & Operations (Sales Cloud)
• • Pipeline Support: Troubleshoot issues related to Opportunity stages, Lead conversion, and forecasting accuracy. • Automation: Maintain and debug declarative automation (Flows, Validation Rules) that governs the sales cycle. • CPQ/Quoting: Assist Sales Reps with quote generation errors, and approval process routing.
• Customer Service (Service Cloud) • Case Management: Support the Support/Call Center and Boarding/Operations/Credentialing teams by maintaining Case assignment rules, Escalation rules, and Email-to-Case functionality, child case creation logic, and report any issues with integrations with systems like ETM, C2O, etc. • Omni-Channel: Troubleshoot presence status and routing issues for live agents. • Knowledge Base: Assist in the management of Knowledge Article types and data categories to ensure agents have the right information. • Managed Packages: Support existing managed packages that drive user experience, and escalate to appropriate SMEs, as needed.
• Marketing & Lead Flow • Integration Support: Monitor the sync between Salesforce and our Marketing Automation Platform (e.g., Marketing Cloud/Pardot/DataCloud). • Lead Quality: Investigate duplicate leads and troubleshoot "Web-to-Lead" failures to ensure the marketing funnel remains intact. • Campaign Management: Assist marketing teams in troubleshooting issues with Campaign hierarchies and ROI attribution.
• Finance & Order Management • ERP Integration: Serve as the first responder for data sync errors between Salesforce and the ERP/Finance systems (e.g., Oracle: CDH, OPH, C2O, BRM, EDH). • Billing Support: troubleshoot discrepancies in customer data, like Accounts, Contacts, Boarding Requests, FIDs, FARs, and Assets, that feed billing systems. • Audit Compliance: Generate system audit trails and history reports for stakeholders as needed.
• Reporting & Analytics • Dashboard Creation: Build and maintain complex Dashboards and Reports for C-Suite and Department Heads to track KPIs. Escalate to SF Data Analyst as appropriate to assist in Data Integrity.
What experience you need:
• 3+ years of hands-on experience as a Salesforce Administrator or Support Analyst in a large-scale environment (500+ users preferred). • Active Salesforce Certified Administrator (ADM 201) certification • 3+ years of technical proficiency with Salesforce Flow, Salesforce Inspector, Data Loader, and Workbench. • 3–5 years of advanced Excel experience (e.g., VLOOKUP, Pivot Tables) for data manipulation and analysis. • Language Skills: B2 English proficiency.
What could set you apart:
• Salesforce Certified Advanced Administrator or Platform App Builder. • Experience with Salesforce CPQ or Field Service Lightning. • Basic understanding of APEX/Visualforce (ability to read code to assist developers in debugging).
Primary Location: CRI-Sabana
Function: Function - Fulfillment / Operations
Schedule: Full time