Salesforce Support Administrator
Remote during pandemic then onsite in San Francisco, CA after return to office
6 Months Contract (Possible Extension)
Interview Mode: Phone/Video
We can work on C2C or W2 Both.
Job Description:
Candidates need to be local to San Francisco, CA as equipment will be picked up on site.
Salesforce Support Administrator. This role will support the business users of Salesforce for the Wealth Management business line as part of a team under the Business Architect of Advisory Platforms. The individual will work directly with Salesforce Users (approx. 2500) as well as key Business Line leadership.
Responsibilities:
· Acts as a Relationship Manager to the Wealth Management business users of the Salesforce tool.
· Provides level 2 end user support and performs daily administration for the Wealth Management Salesforce database.
· Articulate verbal communication skills are required.
· Key point of contact for user support and problem solving. Assists employees and technical staff to investigate, analyze, and resolve application issues related to system functionality.
· This role calls for a deep technical understanding of the Salesforce platform related to User Profile management, List Views, Reports and Dashboards
· Directly responsible for preparations necessary to onboard new users and maintaining User Profiles ensuring adherence to Client’s security access compliance requirements. Manages Salesforce user profile set up, client and opportunity team updates. Hosts new user checkpoint support calls addressing questions and issues.
· Oversees Case Management to include entering new, providing daily administration ensuring cases are clearly documented and updated with status changes.
· Works with the business line to prioritize case requests.
· This role will work with cross functional teams and business stakeholders to help define and document business requirements for the CRM application.
· Directly responsible for documenting cases and must have analytical skills to assess the business need.
· Documentation of the case requires the full understand of the business use case, analysis of downstream impacts and end to end processes.
· Acts as a liaison between the Business Line and technology supporting the projects and objectives of the business.
· Responsible for communicating the Case requirements with technology team to ensure full understanding. Runs weekly meetings and tests cases before deployment.
· Informs the business line and training teams about Salesforce upgrades and releases of new functionality.
· Assists training and communication teams by providing key messages related to new and enhanced
· Creates and maintains public List Views, Reports and Dashboards.
· Provides support and assists in the testing process and production validation.)
· Handles mass changes to teams, data uploads using various tools including data loader
· Able to travel with training team to address new user rollouts as needed (0-50%)
Basic Qualifications:
· CRM Experience – SalesForce.com administration experience is required (Sales Cloud and Wealth Management environment is preferred)
· Prior experience in applicable CRM business line support position
· Strong verbal and written communication skills (Verbal communication strength is a must)
· Superior interpersonal relationship building and leadership skills
· Communicate effectively with business partners and stakeholders to assess support needs, assist in the identification of business needs
· Ability to thrive in a fast-paced work environment and manage multiple projects simultaneously
· Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations
· Advanced technical skills including Microsoft Office, SharePoint
· Bachelor’s Degree or equivalent work experience
Preferred Skills/Experience:
· Experience supporting Wealth Management, Trust and Investment or banking business lines
· Salesforce Certified Administrator (ADM201)
· Previous experience onboarding new users onto Salesforce or other CRM suite; ability to apply experience and best practices with SFDC or other CRM suite into optimal business solutions.
· Prior experience with Agile/Scrum methodology
· SOQL skills and experience using Apex data loader
Responsible for architecture, implementation and support of Windows based application and database servers.
Skills:
· Performs all hardware and software installation and configuration for supported systems.
· Performs system capacity planning and provides regularly scheduled detailed reporting.
· Conducts performance monitoring and provides appropriate system tuning to guarantee responsive system performance.
· Creates backup strategies to meet business data recovery needs and optimize system performance.
· Develops and implements Server Disaster Recovery plans in accordance with Business Impact Analysis.
· Documents configuration and maintenance procedures for supported systems.
· Tests and deploys relevant software at most current and stable releases. Knowledge of the following technologies: Windows, VMWare System Administration, Shell Scripting (Perl, KSH, SH, AWK, SED, etc.), TCP/IP, SNMP, NFS, NIS, RAID, and EMC.