Salesforce Administrator - Service Cloud

Description

Position at LeadVenture

The Salesforce System Administrator – Service Cloud will report to the Salesforce Manager and is responsible for continuous improvement of LeadVenture’s Salesforce Service Cloud implementation by confirming requirements, designing scalable best practice solutions and managing the Service Cloud roadmap including Salesforce configuration changes, including (but not limited to): Flow Builder, approval processes, business rules, assignment rules, fields, page layouts, record types, custom settings, dashboards, and reports.

The Salesforce Administrator should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of a Salesforce project. The ideal candidate will be happy liaising with stakeholders at all levels, with the ability to translate technical information into layman’s terms and clearly explain design options and their potential impact. This individual will work closely with other members of the Enterprise Systems Team to build solutions to support new and evolving business requirements impacting the Service/Tech Support eco-system and integrations.

Here is more of what you’ll get to do:

• Manage Service Cloud and the eco-system around it such as Service Cloud Voice, Telephony integrations (current telephony Vonage), omni-channel functionality, and other 3rd party apps to provide holistic toolset for Technical Support teams
• Identifying and gathering requirements, translating them into best practice, scalable solutions with a focus on exceptional user experience and increased productivity
• All aspects of user and license management, including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, and sharing rules
• Salesforce configuration changes, including (but not not limited to) Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports
• Manage enhancements and solutions utilizing best practice dev-ops life cycle of Development, QA and Production including change management using tools such as Gearset and BitBucket.
• Identifying unused or underutilized platform features
• Creating a platform roadmap and defining priorities, liaising with stakeholders
• Owning the communication of any platform changes to end users and stakeholders
• Proactive system maintenance, including security reviews, release updates, and health check
• User support tickets
• Monitoring and improving user adoption
• Technical documentation
• Working with integrated applications, including Qualtrics, Helpdoc.io, Vonage VCC/VBC, etc.
• Adhere to project timelines and deliverables

You’ll thrive in this role if you have:

• Bachelor’s degree, preferably in information systems
• Minimum of 5 years of professional experience
• Proficient with Salesforce Service Cloud and Call Center-related applications
• Concentrated experience with 3rd party applications related to Customer support such as Salesforce Community, omni-channel solutions, telephony integration applications, Service Cloud Voice, etc.
• Expert in all aspects of configuration/customization techniques such as Lightning web components, Apex, Salesforce workflows/Flow Builder, etc.
• Demonstrated ability to handle a variety of assignments in parallel
• Ability to work independently with limited supervision; take proactive role in executing assignments
• Strong attention to detail and organizational skills

Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!

This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.

Who we are:

LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.

LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.