Salesforce Administrator / Salesforce Marketing Cloud Administrator - Remote Position

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• Provide tier 1 user support. Manage and work the Salesforce user support queue by promptly triaging cases, answering end-user questions, fulfilling requests, and resolving system incidents in a timely and customer centric manner.
• Utilizes Basic knowledge of SFDC to leverage the tools to fulfill business requirements.
• With some guidance, designs, develops, tests, documents, and deploys quality business solutions based upon business requirements as well as industry best practices.
• Performs design, configuration, and administration including, but not limited to, custom fields, page layouts, formula fields, general Salesforce1 configuration, Data Loader, email templates.
• Creates and maintains clear and concise functional and technical documents, standard operating procedures, diagrams, and other support documentation.
• Heavily involved in audit and user support activities.

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.
• 24/7 ownership and resolution of Salesforce system issues and outages
• Provide support performance metrics to leadership

User Provisioning and Maintenance

• User set-up and maintenance
• Management of profiles, roles, permissions and access
• Reassign Accounts, Contacts, Opportunities, etc. in response to personnel changes.

Data Quality Assurance and Management

• Monitor data quality. Execute data migration/cleansing projects
• 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

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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.

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Documentation and Process Control

• Develop process documentation and Document company processes and workflows.

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None

• 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) preferred
• 0+ months of experience supporting Salesforce.com configuration and customization
• 0+ months of experience with change / release management within the SFDC application
• Experience with AppExchange tools preferred
• Agile Scrum Methodology experience preferred
• Solid understanding of and detailed experience with the .com architecture
• 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

• 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

• 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.