Salesforce Administrator II

The Salesforce Administrator is responsible for both the administration and technical support of the Salesforce platform within the organization. Reporting directly to the Revenue Operations Manager this role focuses on managing the daily operations of Salesforce, supporting end-users, troubleshooting issues, and customizing the system to meet business needs. It requires a strong understanding of Salesforce functionality, including user management, configuration, and data management, to ensure the platform operates efficiently and provides value to stakeholders.

Key Responsibilities:

Salesforce Administration:

• System Configuration & customization

  • Manage user accounts, roles, profiles, permissions, and security settings to ensure proper access control and compliance.

  • Ensure the integrity and security of Salesforce data, managing sharing rules and data access policies.

  • Assist in evaluating and integrating third-party applications from the Salesforce AppExchange to extend platform capabilities.

• System Monitoring & Maintenance

  • Monitor system performance and proactively address potential issues to ensure smooth operation.

  • Perform regular system health checks, monitoring key performance metrics and system logs to ensure optimal functionality.

  • Track and analyze system usage patterns, identifying potential bottlenecks or performance issues, and proactively addressing them to prevent downtime.

  • Review audit trails, login history, and field history tracking to ensure proper system security and compliance with company policies.

  • Conduct regular data maintenance tasks, including data cleaning, deduplication, and validation to ensure data quality and integrity.

  • Manage scheduled Salesforce maintenance activities, including system backups, data archival, and recovery processes.

  • Monitor and maintain Salesforce environments, including sandboxes, ensuring that environments are synchronized and ready for testing or development activities.

• Release Management:

  • Support Salesforce updates and releases, including sandbox testing, change management, and deployment to production environments.

  • Test and deploy new Salesforce features and updates, ensuring smooth integration with existing configurations and workflows. Ensure that system updates are properly tested and validated to minimize disruption and enhance system performance.

  • Stay up-to-date with new Salesforce releases and features, recommending relevant enhancements to the platform.

• Data Management & Reporting:

  • Manage mass updates to Salesforce data using tools like Data Loader and maintain data integrity by implementing validation rules and auditing processes.

  • Create and maintain custom reports and dashboards to help stakeholders monitor performance and drive decision-making.

  • Support teams in building detailed reports that provide insights into key metrics, KPIs, and sales or service performance.

• Security & Compliance:

  • Ensure that all security protocols, including role-based access, field-level security, and sharing rules, are enforced.

  • Perform regular system audits and security reviews, identifying potential risks and maintaining compliance with data governance policies

User Support:

• User Support & Troubleshooting:

  • Provide Tier 1 and Tier 2 support to Salesforce users, responding to and resolving technical issues, access problems, and functional queries.

  • Act as the main point of contact for end-user support, handling user requests, bug reports, and troubleshooting system-related issues.

  • Investigate and resolve system errors and bugs, collaborating with the Salesforce development team or external support when necessary.

  • Log, track, and document support cases in the helpdesk system, ensuring timely resolution and clear communication with users.

  • Escalate complex issues to senior team members or Salesforce developers as needed, ensuring prompt follow-up and resolution.

• Training & User Adoption:

  • Maintain user guides, training materials, and video tutorials to assist with onboarding and ongoing user education.

  • Conduct regular training sessions to ensure users understand new features, processes, and system updates. Qualifications

Required Skills & Qualifications:

• Experience:

  • 2-4 years of experience in Salesforce administration and support.

  • Hands-on experience with Salesforce administration tasks suc