Senior Salesforce Administrator, Service Cloud

Enterprise Applications Requisition ID 5620 Pune, India


Qualys, Inc is a pioneer and leading provider of disruptive cloud-based IT, security and compliance solutions with over 19,000 active customers in more than 130 countries, including a majority of each of the Forbes Global 100 and Fortune 100. Qualys helps organizations streamline and consolidate their security and compliance solutions in a single platform and build security into digital transformation initiatives for greater agility, better business outcomes, and substantial cost savings.

The Qualys Cloud Platform and its integrated Cloud Apps deliver businesses critical security intelligence continuously, enabling them to automate the full spectrum of auditing, compliance, and protection for IT systems and web applications across on premises, endpoints, cloud, containers, and mobile environments.

As a Service Cloud Administrator, you will be responsible for the day-to-day configuration, support, maintenance and improvement of Salesforce Service Cloud within the organization. This role will work very closely with our global support leadership, technical and customer support teams, Technical Project Managers, Salesforce Resources

Roles & Responsibilities

· Provide support for service cloud feature like. Service Console, omni channel, case assignments, lightning knowledge, communities

· Manage omni skills and queue data when businessperson’s roles and responsibilities changes

· Manage community features like. Page layouts, managing components on communities

· Manage customer portal users with direct & SSO access

· Manage the knowledge users and their accesses per requirement

· Manage contact center users, access and call flows

· Provide effective administration and maintenance of Salesforce Service Cloud and 3rd party integrations.

· Perform user maintenance, including security, profiles and roles

· Participate in data integration process with corporate enterprise systems

· Develop and create customized reports and dashboards

· Create and deliver user training materials, for existing and new users

· Create and manage custom fields, objects, layouts, list views, triggers, user permissions and workflows

· Keep application users informed about system functionality and enhancements

· Provide application users with technical support, consultation and training for the continuing development and maintenance of Service Cloud

· Manage ongoing configuration/enhancement of the system to support corporate goals and initiatives

· Identify and implement Salesforce best practices to increase business performance relating to efficiency and improved service

· Partner with cross-functional business teams to understand and analyze business objectives, gather, and define business requirements

· Research new Service tools and approaches to support Qualys’s strategic Service objectives

· Comply with company branding strategy to ensure service technologies are user friendly, high performing and offers a compelling, well-branded and reliable experience for worldwide audiences

Preferred Qualifications

· 5+ years of experience of Salesforce implementation, configuration and administration to develop business solutions for core Support Processes (Case Management, Entitlements & Milestones, Knowledge, Customer Communities, Contact Center)

· Basic business process knowledge of Customer Service & Technical Assistance

· Agility and flexibility to work with multiple teams including offshore scrum teams, projects, and technologies while delivering value and impact

· Understanding of core CRM principles

· Understand Salesforce security model including record sharing with community users

· Understand the Salesforce licenses and impact of user changes

· Have knowledge about the record transfers and impact of that

· Have knowledge of approval processes

· Have basic knowledge of OAuth

· Experience of data load activities

· Experience in Salesforce lightning console and components

· Up to date with the new salesforce features and roadmap items

· Previous roles in a consulting or high growth, tech environment

· Ability to provide instructions to audiences of varying technical background

· Ability to establish, communicate and achieve agreed upon goals with limited supervision

· Able to handle time-sensitive requests from multiple team members, across time zones, and to generate quality work product in a fast-paced environment

· Excellent communication, interpersonal and cross cultural skills

EEO Employer/Vet/Disabled