Associate Salesforce Administrator

Job Summary: 

Serves as an administrator and support liaison for Salesforce. Leverages knowledge of Salesforce and the business software applications integrated with Salesforce to ensure successful adoption and use of the platform. Gathers requirements for adding or changing the Salesforce implementation. Provides user acceptance and usability testing to ensure effective functionality. Provides guidance on how Salesforce can best serve the credit union’s needs. In collaboration with the other internal business partners, configures, supports, troubleshoots, and works to enhance Salesforce to ensure optimum performance.

Essential Functions, Duties, and Responsibilities:

1. Provides technical support for all Salesforce user related issue and questions.
2. Ensures optimal performance of Salesforce systems and products.
3. Upgrades and configures Salesforce systems for optimized integration.
4. Conducts user and task analysis to guide the development and ongoing refinement of the Salesforce implementation.
5. Facilitates workshops to create process understanding. Documents workshop outcomes through use of journey maps and service blueprints.
6. Assists with implementing effective business processes and workflows using standard objects and fields in addition to customizing objects and fields (including formula fields), page layouts, security rules, workflow, and validation rules.
7. Understands system and usage performance metrics. Collaborates effectively toward designing improvements and optimizing member experience.
8. Develops business user requirements, system documentation, and change management plans following proper change management procedures.
9. Identifies, recommends, and provides solutions for improvement in internal processes.
10. Consults with business units in understanding and implementing system functionality aimed at improving and streamlining their operation.
11. Creates and customizes reports and dashboards.
12. Assists in troubleshooting system problems and coordinates Salesforce performance and productivity issues.
13. Conducts user acceptance and usability testing of new features to ensure effective and efficient flows. Prepares test procedures, scripts, and test data. Documents testing outcomes and recommendations.
14. Creates system and end-user documentation.
15. Provides training and coaching to assist Salesforce end users.
16. Responds in a timely fashion to end users’ needs and support tickets.
17. Provides secondary monitoring and reporting of Salesforce internal SLA’s and KPI’s.
18. Assists with administrative functions within the platform, to include monitoring and auditing user rights and license usage.
19. Communicates results and insights to project teams and leadership.
20. Serves as an advocate for Langley members, particularly with respect to the member experience.

Qualifications:

1. Bachelor’s degree in computer science, IT, Business, or related field (or equivalent professional and technical experience).
2. One year of experience in CRM administration, preferably in Salesforce, or demonstrated completion of Salesforce training courses and /or Salesforce certifications preferred.