Salesforce Administrator

Salesforce Administrator | Remote | PST

Roles & Responsibilities

• Increased operational risk due to insufficient staffing to support daily administration, system maintenance, security, and production support activities.

• Failure to consistently meet production support SLAs, resulting in longer resolution times for incidents, user requests, and critical business issues.

• Reduced delivery velocity for project initiatives and monthly production releases as limited staff must prioritize operational support over planned enhancements.

• Single-threaded knowledge and operational dependency, creating unacceptable business continuity risk if key personnel become unavailable.

• Potential degradation of the Salesforce Case Management platform, UCPath's highest-priority Salesforce application, impacting the timely support of employees, locations, and business partners.

• Reduced capacity for proactive system administration, including security configuration, certificate management, platform maintenance, release readiness, and compliance activities, increasing technical and operational risk.

Description of Services

• Manage Salesforce platform operations, including environment administration, certificate renewals, email authentication, identity and access management, connected apps, named credentials, and other infrastructure-related configurations to ensure platform security and reliability.

• Administer, configure, and maintain the Salesforce platform, including user access, security, declarative automation, data management, reporting, and platform configuration to support business operations.

• Provide end-user support by troubleshooting issues, resolving service requests, maintaining system documentation, and delivering user guidance and training as needed.

• Monitor platform health, data quality, and Salesforce seasonal releases; identify opportunities for continuous improvement while ensuring compliance with organizational governance and security standards.

• Collaborate with the Senior Salesforce Administrator, Salesforce Developer, business stakeholders, and project teams to implement scalable Salesforce solutions across SWSS, support releases, and enhance business processes.

Knowledge Skills Abilities

• 5+ years of hands-on Salesforce administration experience in a complex enterprise environment.

• Experience supporting Service Cloud, Experience Cloud and Marketing Cloud Account Engagement (Pardot).

• Translate business needs into Salesforce POC, demo, gather feedback, & improve solution through iterative process.

• Ability to communicate with technical and nontechnical stakeholders.

• Experience with Flow automation, data management, integrations, troubleshooting and release/change management.

• Strong hands-on experience administering Salesforce security, users, profiles, permission sets, roles, sharing, objects, fields, record types, page layouts, Lightning pages, queues and other core configuration.

• Experience supporting Cases, queues, assignment/escalation rules, Email-to-Case, Knowledge, Omni-Channel, entitlements, service console and routing.

• Ability to administer customer/partner portals and sites, including users, profiles/permission sets, sharing, audiences, navigation, branding, Experience Builder and external-user security.

• Ability to perform imports/exports, mass updates, duplicate management, data cleanup and troubleshooting using tools such as Data Loader, Data Import Wizard and reports

Education

• Bachelor degree in business administration, information management, or comparable education

• Salesforce certified platform administrator 

• Salesforce certified service cloud consultant