Administers the Customer Relationship Management (CRM) application. Responsible for maintaining the CRM systems support and updating function. Monitors end-user usage of systems and performs daily administrative tasks.

Essential Functions

• Provide technical solutions and facilitate escalated support for non-routine, highly complex technical issues
• Analyze the needs of internal users, identify problems, research issues and recommend solutions
• Develop and maintain documentation on processes, policies, configuration and user guides
• Administer and support Salesforce.com, including but not limited to managing multiple user setup, profiles and roles; and customizing objects, fields, formulas, record types, page layouts and validations
• First point of contact for internal users, providing technical guidance and support
• Develop and implement a new Service Cloud environment
• Complete User Administration
• Develop and create customized reports and dashboards for users at all levels of the organization
• Develop and maintain validation rules and custom work flow
• Perform intermediate QA testing for iterative development cycles across various Salesforce projects
• Perform intermediate user testing including developing test plans, creating user test cases, and scheduling testers
• Audit and maintain data quality
• Develop and test new functionality and customization or enhancements
• Keep up to date with new releases and improvements in Salesforce and AppExchange

Knowledge and Skills/Technology Used

• Intermediate proficiency with Salesforce's declarative capabilities, including workflows/validation rules, data security features, and deployment of change sets
• Knowledge of Salesforce best practices related to release management and deploying changes from sandboxes to production
• Ability to work with individual business units to understand their processes and translate their needs into actionable salesforce requirements for configuration/development
• Strong verbal and written communication skills and the ability to interact with individuals at all levels of the organization
• Conceptual understanding of relational databases
• Experience working with Apex Data Loader
• Process-driven
• Able to prioritize independently
• Attention to detail
• Strong interpersonal skills
• Self-motivated; self-starter
• Ability to manage multiple tasks and respond quickly to emergent problems
• Proficient in Microsoft Word, Excel and PowerPoint

Typical Education

• Bachelor's degree or equivalent combination of education and experience

Licenses or Certificates

• Salesforce admin required

Typical Range of Experience

• 4-7 years of proven experience with Service Cloud and Salesforce administration, implementation and process improvement
• 4-7 years hands-on administrator experience with Salesforce, building applications using standard Salesforce customizations & automation features