Advanced Salesforce Administrator

Detailed Description of Services:

• Under the supervision of the Senior Product Manager or designee, the Advanced Salesforce Administrator is responsible for overseeing the day-to-day management of Salesforce environment. This role is also the primary technical resource for addressing items in the product backlog, from refining requests to building solutions and handling deployments.
• With over 200 internal and external users conducting dozens of different workflows, the department's Salesforce environment serves as its technological backbone. Its nearly twenty-five products include project management for large-scale affordable housing development projects, hands-on case management support for at-risk tenants, financial assistance application processing, and fulfilling internal administrative requirements. The department's ability to work effectively is inextricably linked to the features and functionality of its Salesforce environment; it is single-handedly the department's most critical technology asset.

Responsibilities:
¿ Platform Management
¿ Responds to help desk tickets from staff
¿ Manages user accounts: new user setup, deactivating users, tracking licenses
¿ Configures user access and permissions
¿ Manages inventory of Salesforce and 3rd-party app licenses for internal and external users
¿ Oversees data management and maintenance, including duplicate record management,
data quality reviews, and data loading activities
¿ Proactively reviews Salesforce feature enhancements and prepares Salesforce
environment for new feature development
¿ Supports the deployment of new features across development, testing, and production
environments
¿ Maintains health of Salesforce environment by monitoring optimizer and security reports,
performing periodic maintenance tasks, implementing new feature releases and updates,
and identifying technical debt for removal


¿ Advanced Administration
¿ Uses best practice automation tools to streamline existing workflows and enhance
existing, legacy automations.
¿ Configures Salesforce Lightning apps by creating or updating page layouts
¿ Builds Salesforce reports and dashboards to provide teams with actionable data
and program metrics
¿ Develops progressive, user-driven digital experiences through the configuration of screen
flows
¿ Develops and maintains Experience Cloud sites for external users
¿ Configures solutions through third-party applications such as Conga, DocuSign,
FormAssembly, Rollup Helper, SharinPix, CloudAnswers Report Sender, and Salesforce
Maps

¿ Product Management and Governance Support
¿ Works with the Senior Product Manager to build, size, refine, prioritize and groom the
organization's backlog of product features;
¿ Facilitates light-touch project discovery through user interviews, requirement gathering,
drafting feature requests and user stories, and developing supporting artifacts
¿ Contributes to the development of, and adherence to technical standards governing the
use of various tools and methods within the organization's instance

¿ Training and Capacity Building
¿ Supports the Senior Product Manager in implementing an organization-wide capacity
building and training program to help train superusers across the organization in common
Salesforce competencies (list views, reports, dashboards, etc.)
¿ Onboards new staff into Salesforce
¿ Creates and updates technical and end-user documentation

¿ Perform related work as required

Minimum Entrance Qualifications:
¿ At least three (3) years of full time, or equivalent part-time, professional experience in
administering a complex Salesforce instance.
¿ Knowledge of building best-practice Salesforce solutions.
¿ Bachelor's degree in computer science, IT, business or public administration or related field
preferred.
¿ Ability to communicate across stakeholder groups from diverse backgrounds and with various
understandings of technology concepts and product management processes
¿ Ability to translate functional requirements into technical specifications and to communicate
technical constraints or barriers to program staff.
¿ Strong oral and written communication skills.
¿ Skill with working on multiple projects simultaneously and prioritizing tasks appropriately.
¿ Strong analytical and problem-solving skills, as well as troubleshooting expertise.
¿ Experience training end users.

Additional Desired Skills and Qualifications
¿ Salesforce Administrator certification.
¿ Familiarity building or maintaining public-facing portals for customers and partners to interface
with core internal systems.
¿ Experience working for government and/or non-profit organizations.
¿ Experience with business process mapping and requirement gathering.