Salesforce Administrator

The Salesforce Administrator will lead the ongoing development of our Salesforce.com deployment. The successful candidate will have a record of success in improving processes and adoption using Salesforce. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop and deploy new business processes including our core program business processes. This role is part technical project manager, part administrator and part Salesforce analyst. The Salesforce Administrator will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our CRM platform.

JOB DESCRIPTION

GENERAL DESCRIPTION

The Senior Salesforce Administrator serves as subject-matter expert within the team and is responsible for overseeing system administration of Salesforce. Lead the building and execution of internal change requests within Salesforce, ensuring the desired customization of fields, objects, formulas, layouts, and validations. Develop customized reports and dashboards and oversee user administration. Work under general supervision and report to Manager, AVP, or VP.

ESSENTIAL FUNCTIONS

• Administer Salesforce and oversee processes related to user access, system settings, roles and security, customization of objects/fields/layouts, data storage and licensing requirements, etc.
• Serve as subject-matter expert (SME) within the team, delegate tasks as appropriate, ensure all deadlines are met, and address and resolve escalated issues
• Consult with business managers and leaders to understand needs and review feasibility of Salesforce change requests
• Analyze and document complex business and system workflows, provide recommendations to business units, and create solutions within Salesforce to meet business needs and improve and processes
• Conduct systems analysis to understand business impact of proposed changes, build test script documents, administer system testing, and deploy changes
• Develop and maintain custom reports and dashboards and continually seek ways to improve data quality and productivity
• Follow Software Development Life Cycle (SDLC) and Change Management policies in developing enhancements
• Develop and maintain vendor relationships
• Document processes and policies, create and maintain user guides, and provide training to new users as needed
• Manage Help Desk tickets related to Salesforce user issues and provide interdepartmental support by responding to Salesforce inquiries, troubleshooting problems, and determining solutions
• Review Salesforce system release notes, organize task force meetings, and manage release updates
• Collaborate with management and business leaders to leverage Salesforce functionality and identify new opportunities to support additional processes
• Maintain knowledge of Salesforce system administration guidelines and best practices and provide recommendations for improvement
• Perform other duties as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong oral, written, and interpersonal communication skills
• Creative and analytical thinker with strong problem-solving skills
• Ability to develop effective and constructive solutions to challenges and obstacles
• Ability to interface with other departments to resolve issues as applicable
• Ability to maintain a customer focus and efficiently and consistently produce accurate work in both individual and team settings
• Ability to lead a team and provide guidance and training to lower-level staff members
• Previous experience working in a SCRUM or agile environment preferred

REQUIRED QUALIFICATIONS

• High school diploma or GED
• Bachelor’s degree in information technology or a related field (or equivalent work experience)
• 3+ years of related experience in Salesforce system administration
• Experience in the mortgage industry
• Ability to understand software requirements specifications, deployment plans, and maintenance plans
• Highly advanced skills in data manipulation (including Excel, Access, etc.)
• Salesforce Administrator Certification

PHYSICAL REQUIREMENTS

The following physical requirements must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations will be made for qualified individuals with disabilities to perform the role’s essential functions. This job operates in a professional work environment and requires the ability to use a computer and/or other office equipment and remain in a stationary position for considerable amounts of time. Incumbents must possess the ability to assess information and communicate as