• 5+ years of hands-on Salesforce administration experience in a complex enterprise environment.
• Demonstrated experience supporting Service Cloud, Experience Cloud, and Marketing Cloud Account Engagement (Pardot).
• Strong hands-on experience with Salesforce security, users, profiles, permission sets, roles, sharing, objects, fields, record types, page layouts, Lightning pages, queues, and core configuration.
• Strong Service Cloud / Case Management experience, including Cases, queues, assignment and escalation rules, Email-to-Case, Knowledge, Omni-Channel, entitlements, service console, and routing.
• Strong experience with Salesforce Flow automation, data management, integrations, troubleshooting, and release/change management.
• Experience administering customer/partner portals and sites, including external-user security.
• Experience with data imports/exports, mass updates, duplicate management, cleanup, and troubleshooting.
• Ability to translate business needs into Salesforce proofs of concept or demos, gather feedback, and iteratively improve solutions.
• Strong communication skills with both technical and nontechnical stakeholders. |
• Bachelor’s degree in Business Administration, Information Management, Information Technology, or comparable education.
• Salesforce Certified Administrator.
• Salesforce Certified Service Cloud Consultant.
• Experience supporting enterprise shared-services or other complex, high-volume operational environments.
• Experience with knowledge transfer, administrator transition, or succession scenarios. |
• Stable and secure day-to-day Salesforce administration and production support.
• Continuity of operations and successful knowledge transfer from the current Lead Administrator.
• Timely resolution of incidents, user requests, and production issues in support of SLAs.
• Ongoing support for monthly releases, Salesforce seasonal releases, and roadmap initiatives.
• Reliable administration of Salesforce Case Management and related Service Cloud capabilities.
• Maintained system documentation, platform configuration, security controls, data quality, and operational procedures.
• Scalable Salesforce enhancements that improve business processes while meeting governance and security standards. |
