Salesforce Administrator

Information Technology Fort Mill, South Carolina


Description

This position will be responsible for the day-to-day configuration, support, maintenance & improvement of Salesforce Service Cloud within the Shutterfly organization. The role will work closely with Customer Care, Project Management, Training & Communications teams. The ideal candidate will be passionate about their work, self-motivated, detail oriented & have excellent problem-solving abilities. They will deal with ambiguous problems, taking responsibility for finding solutions, & will drive end user adoption towards simple solutions to complex problems. Above all, they will have fun & enjoy being a key part of a productive team. We have 3 main sites in Tempe Arizona, Fort Mill South Carolina & Shakopee Minnesota. This position will be based in or around our Fort Mill office location. An opportunity is available to work from home several days a week.


Essential Duties

• Provide effective administration & maintenance of Salesforce Service Cloud
• Perform user maintenance; including security, profiles, roles & special permissions
• Review, prioritize & implement revisions & updates to software
• Develop & create customized reports & dashboards
• Create & manage custom fields, objects, layouts, list views, triggers, Process Builder, Flows, Work Flows, Data Loader Import/Export & Org Health Management
• Keep application users informed about system functionality & enhancements
• Provide application users with technical support, consultation & training for the continuing development & maintenance of Service Cloud
• Identify & implement Salesforce best practices to increase business performance relating to efficiency & improved service
• Analyze requirements & system capabilities to provide feedback, gap analysis & solution proposals
• Partner with cross-functional business teams to understand and analyze business objectives, gather & define business requirements
• Facilitate & support testing of new features in alignment with team requirements. Create & maintain detailed documentation including technical designs, test plans & workflows
• Change management experience moving code/config changes from developer to production org

Education/Certifications
• Bachelor’s degree in related field, or equivalent experience
Experience
• Salesforce Certified Administrator (Required)
• Salesforce Administrator experience on Lightning Platform (Required)
• Minimum of 3 years dedicated experience as a Salesforce Administrator with technical implementation & day to day operational experience (Required)
• Business process knowledge of Customer Service & Technical Assistance (Preferred)
• Excellent Customer Service, Communication & Organization skills to support end users (Required)
• Experience with Service Cloud, CTI, Chat, Email Channels

Skills/Abilities/Competencies

• Excellent analytical, research, editing & organizational skills, with a high level of attention to detail
• Strong understanding of relational database design & ETL tools
• Excellent functional & technical documentation skills
• Ability to provide instruction to audiences of varying technical background
• Ability to establish, communicate & achieve agreed upon goals with limited supervision
• Able to handle time-sensitive requests from multiple team members, across US time zones, & to generate quality work product in a fast-paced environment
• Ideal candidate will have developed & implemented Salesforce.com software solutions in support of data quality & end user productivity.
• Experience writing Visualforce & Apex classes & triggers (Plus)
• 1+ years experience with CSS, HTML, JavaScript (Plus)