Position Title

Salesforce Administrator

Location

Work From Home United States

Job Summary

As a Salesforce Administrator, you will perform a significant role helping to maintain and expand the use of Salesforce within the Customer Engagement Center for multiple contact center teams. The adoption of this application is a key strategic initiative to drive agent efficiencies, acquire new customers and maximize the depth of relationships between Flagstar and our customers. You will be responsible for execution of day-to-day configuration, support, maintenance and improvement of the platform. You will also be leading vendor oversight and helping with continuous innovation of the platform.

Pay Range: $58,500.00 - $83,000.00 - $107,500.00

Job Responsibilities:

Production Support

• Serve as a primary point of contact for 400+ Salesforce end-users.

• Handle all administrative functions, including ensuring user set ups are maintained in correct roles and profiles, monitoring dashboards and reports for data accuracy, identifying and correcting issues with user ownership of various Salesforce.com objects, such as activities and customers.

• Work directly with end-users to troubleshoot issues they may be experiencing with the application and its component parts (CTI, Cobrowse).

• Monitor processes and manage ticketing system to ensure data process quality and stability in the Salesforce environment.

Vendor Oversight

• Manage vendor relationships with Salesforce and vendors for other integrated technologies to improve products, ensure proper usage, monitor and own licenses, and test and implement upgrades when released by vendor.

• Effectively act as the liaison between end users, vendors and Flagstar IT Application Development teams.

• Set up re-occurring meetings to improve relationships and understand upcoming features on vendors’ road maps.

Enhancements

• Assist with the evaluation, scope and completion of new development requests.

• Research and document business needs/enhancements within JIRA.

• Follow the Salesforce development lifecycle by completing configuration work, and organize and document requirements/UAT approval.

• Document and communicate Salesforce changes in subsequent build notes and summary communications.

• Assist the Flagstar IT Center of Excellence as a business SME by reviewing impacts to business processes.

Innovation/Process Improvement

• Keep up-to-date with new Salesforce features and functionality and provide recommendations for process improvements.

• Participate in various user group communities and attend relevant seminars, conferences, trailheads and trainings as needed.

• Assist internal training department with training courses, training the trainers, and other tasks to continuously improve end user capabilities.

Job Requirements:

• HS Diploma, GED or Foreign Equivalent

• Bachelor’s Degree Required (programming, IT, computer science or equivalent)

• 3+ years’ experience as a Salesforce.com administrator.

• 1-2 years’ experience with vendor oversight.

• 1-2 years’ experience in a project management or BA capacity.

• Previous experience working in agile environment.

• Contact center experience preferred but not required.

• Salesforce Admin certification preferred but not required

• Strong understanding of the Salesforce application, including intermediate to advanced knowledge of Salesforce.com administration functions and a basic to intermediate understanding of Visual Force applications.

• Experience working directly with end users to troubleshoot and train.

• Experience building, writing and executing test cases.

• Experience and comfort with troubleshooting with various IT teams.

• Passion for solving puzzles/understanding how/why things work.

• Strong business acumen, flexibility, team spirit, growth mindset and creativity to come up with “out of the box” solutions.

• Experience developing and documenting processes (technical/non-technical).

• Ability to work independently as well as part of a team

• Strong attention to detail.

• Strong written and verbal communication skills.

• Experience creating reports in Salesforce.

• Must be action-oriented with a great sense of customer focus and the ability to work independently with limited supervision.

• Exceptional customer service and interpersonal skills; ability to work well with a variety of personalities and to learn and adapt to individual styles of each stakeholder.

• Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar’s internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.