Essential Duties & Responsibilities
Salesforce Administration & User Support
· Coordinate new user and deprovisioning requests using the ServiceNow platform.
· Troubleshoot Level 1 user issues and provide timely support for Salesforce-related questions and requests. Promptly escalate more significant platform issues to the centralized GTS CRM team.
· Serve as a primary point of contact for I&S Salesforce system support and administration inquiries.
· Coordinate Salesforce ticket requests with the centralized GTS CRM team.
· Create and maintain I&S user documentation, knowledge articles, and training materials.
Data Management & Governance
· Perform ongoing data cleanup, validation, deduplication, and maintenance activities.
· Monitor and maintain data quality standards across accounts, contacts, opportunities, and other Salesforce objects.
· Conduct regular audits to identify and resolve data integrity issues.
· Support data imports, exports, and mass updates using approved tools and processes.
Territory & Ownership Management
· Work with I&S Operations to execute territory alignments and ownership updates in Salesforce.
· Support organizational changes, account reassignments, and user transitions.
· Maintain territory hierarchies and ownership rules to ensure accurate account management and reporting.
· Collaborate with business stakeholders to implement territory and assignment changes.
System Configuration & Process Support
· Assist in implementing process improvements and system enhancements with the GTS CRM team.
· Support the documentation of business requirements and solutions specifications.
· Perform basic Salesforce admin functions, including modifying field labels, simple page layout changes, managing auto response, sharing, and case assignment rules.
· Work closely with the centralized CRM team to align and coordinate more significant modifications to the Salesforce instance.
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