Salesforce Administrator (Service) - Remote

Position Overview

BradyPLUS is seeking a Salesforce Administrator (Service) who will play a pivotal role in shaping the daily operation of our business. We are looking for a proactive individual who can help us continually improve and enhance our Salesforce Org with a focus on Service Cloud and Field Service Lightning (FSL). This role is not just about gathering requirements and feedback, designing scalable best practice solutions, and managing the product roadmap. It's about making a real difference to our user experience and ensuring efficiency is always a priority.

We are looking for someone with a thorough understanding of the Salesforce platform who can assess both our current setup and our business objectives to identify areas of improvement quickly. The Salesforce Administrator (Service) should be comfortable with change management and governance, as well as communicating, prioritizing, and managing all aspects of Salesforce projects. This role offers a unique opportunity to liaise with Operations, Sales, Service, and other department stakeholders at all levels, translating technical information into layman's terms, and clearly explaining design options and their potential impact. It's a chance to grow, learn, and make a real impact in our organization.

The Salesforce Administrator (Service) will work alongside our Senior Salesforce Administrator, who will transition to focus on Sales Cloud once this position is hired. Both roles will report directly to the Director of CRM Technology.

Responsibilities Include;

• Day-to-day administration and oversight of the Salesforce Org, specifically Service and FSL.

• Manage users, profiles, roles, permission sets, and other Org-specific access responsibilities and support.

• Manage and build on existing security by streamlining the permission sets and current security/visibility model for access to different groups of users.

• Gain a deep understanding of the Org setup and internal service processes to provide support to service, dispatchers, field technicians, and other service and field service roles as needed.

• Design, implement, and manage case object and case management processes for service teams.

• Understand current Salesforce AI capabilities specific to Service Cloud and recommend solutions to increase productivity and deliver personalized customer experiences faster.

• Generate and analyze simple and complex Salesforce reports based on business needs as requested by service, field service, and other internal business partners.

• Manipulate data for import, export, upsert, and update as required between Salesforce and various systems.

• Gather all business needs and requirements to design high-quality solutions via custom objects, custom fields, advanced formula fields, flow automations, validations, and processes.

• Perform system enhancement review/assessment within a test environment and evaluate other quality assurance tasks before promoting to production.

• Create and maintain training resources as needed.

• Perform routine dashboard and process documentation updates.

• Organize and consolidate information from multiple systems and utilize various applications to prepare lists/reports for consumption by service teams and leadership.

• Proactively collaborate with users to solicit feedback and improve or create processes/procedures as needed.

• Other tasks and projects as assigned.

The ideal candidate will have;

• 3+ years as a Salesforce Administrator with a focus on Service Cloud and FSL.

• Experience in configuration, implementation, admin, and support of FSL.

• Experience in FSL scheduling and schedule optimization.

• Experience using Salesforce data tools (Data Loader, Workbench, Jetstream).

• Salesforce Certifications: Salesforce Administrator, and Advanced Admin and/or Field Service Consultant preferred.

• Proficient in Microsoft Excel, Google apps, and other commonly used business applications; demonstrated ability to learn new systems.

• Strong communication skills and experience working with stakeholders.

• Excellent attention to detail.

This position offers a competitive starting salary and comprehensive benefits program.

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