Sr Salesforce Administrator

DTC offers premium streaming services with Hulu, a premium streaming service that offers originals, current season TV, a massive library of hit series and movies, and live television. It also offers Disney+, the Disney-branded streaming service featuring an incomparable collection of content from its brands and franchises recognized and respected all over the world including Star Wars, Marvel, Pixar, Disney, and NatGeo. Our DTC team is looking for impactful team-players to join the Viewer Experience (VX) team, who will thrive upon the legacy of Disney and Hulu, embrace unconventional thinking, and who are passionate about contributing to The Walt Disney Company’s Direct-to-Consumer (DTC) experience through strategic hard work and determination.

Job Summary:

The DTC - Viewer Experience (VX) team is seeking a Sr. Salesforce Administrator. In this role, you will support VX’s Salesforce platform through development of system capabilities, product implementation, and administrative maintenance of the Salesforce platform and integrations. The ideal candidate has a deep understanding of Salesforce’s features, capabilities, administrative functions, and best practices, as well as a passion for solving business challenges through innovative solutions.

In this role, you are expected to partner with various departments, including Enterprise, Product, Engineering, IT, Operations, Data, and InfoSec, to coordinate initiatives that deliver on Disney DTC's business goals and objectives. 

The right person for this role has experience transforming business needs into scalable solutions and developing complex and global CRM and Help Center implementations. If you are passionate about technology and transforming service experiences, this is a great role for you!
 

What You'll Do:

• Build, develop, and implement customer service technology in support of DTC, leveraging cloud-native technology to enable VX self-service and assisted service.
• Maintain technology platform, ensuring high availability, scalability, performance, and data quality supporting 20M+ monthly help site visits, 50k+ daily interactions, and 6k+ internal users. This includes system administration and integration support utilizing APEX coding and administrative keystrokes.
• Facilitate business requirement discussions with key stakeholders across functions and levels, advise on technology and potential tradeoffs, and provide implementation and customizations options
• Work with internal and external partners to deliver backlog requests and projects in iterative release cycles and conducts ongoing testing and validation to ensure the stability of the VX applications
• User access control - oversee and support business in managing over 6K internal users, ensuring compliance with business requirements and regulations
• Coordinate with Salesforce Proactive Monitoring and Signature Success to ensure system scalability and functionality, including performance in key streaming events
• Maintain database for integrity and accuracy, including cleansing and duplicate record management, performing weekly and monthly data loads, updating role hierarchy, account assignments, and more
• Prototype emerging technologies and implement innovative solutions to create best-in-class service experiences for viewers and advocates

What You'll Need:

• Bachelor's degree or equivalent experience. An undergraduate degree in computer science, information technology, or related disciplines is a plus.
• 5+ years hands-on Salesforce Administration experience
• Track record of building high-quality software and innovative features
• Direct experience with implementing technology transformation initiatives
• Create and modify database tables, metadata, front end user interface, automation technology
• Salesforce APEX programming language and Java, execute SOQL and SOSL queries
• Configure analytics, help site personalization, omni-channel routing, approval processes
• Experience in Agile (Scrum and/or Kanban), test automation, CI/CD (DevOps)
• Salesforce Administrator Certification
• Ability to partner cross-functionally at multiple levels of an organization ensuring quality results are reached within given timeframes for projects
• Ability to prioritize based on analysis of data trends, business priorities, and legal compliance
• Strong skills in communicating information to stakeholders across organizational levels, including explaining technical concepts to non-technical stakeholders
• Excellent problem-solving and analytical skills
• Flexibility to work night and weekends, as needed
   

Nice-To-Haves:

• 2+ years building on Salesforce platform
• 1+ years designing on MuleSoft
• Experience with Salesforce integrations and APIs
• Additional Salesforce certifications - Advanced Administrator, Platform App Builder, Service Cloud Consultant
• Prior experience with supporting NICE CXOne Platform
• Streaming media industry or other subscription-based service experience
• Experience with global and remote teams