Job Specifications
Summary
Description Summary of This Role
As stewards of Salesforce, our Customer Relationship Management system, the Client Services team's primary focus is to make the Heartland School Solutions instance of Salesforce the sole source for all customer information needed by users from various areas of the business, in order to successfully accomplish their work. Integrity of district information, continuous improvement, and ease of use for our employees and customers are top priorities.
The Salesforce Administrator works closely with cross-functional team members. The Salesforce Administrator is responsible for helping us manage the Heartland School Solutions instance of Salesforce by understanding the needs of our organization, partnering with all departments to help them think strategically about their use of Salesforce as a business tool to streamline business processes and functions, detailing business requirements, and effectively translating and implementing those in Salesforce. The Salesforce Administrator will possess both strategic and tactical Salesforce skills to understand how changes may impact the entire user universe and then develop, test and deploy solutions, applying best practices.
What Part Will You Play?
Support users across multiple organizations (Sales, Sales Operations, Marketing, Client Services, Finance and Professional Services).
Collaborate with business users to identify opportunities to further utilize Salesforce.com/ AppExchange to achieve business goals.
Collaborate with business users and units on the features they want to see developed and implemented to better improve their Salesforce.com user experience.
Lead requirements gathering and development applying technology to satisfy business needs.
Create and maintain workflows, approval processes, and validation rules based on internal stakeholder requirements.
Participate in the design of data integration to connect Salesforce.com and other systems.
Interface with vendor partners and design optimal solutions for integration with Salesforce.com.
Manage Salesforce integrations with products such as HubSpot, DocuSign, GetFeedback, Outreach, Oracle, TaskRay, AWS and case routing.
Monitor Scribe integration dashboard for errors. Fix or direct to team that can fix.
Develop, maintain and perform processes to continuously monitor data quality and integrity in platform applications.
Document changes to the design and implementation of Salesforce.com.
Research new releases of Salesforce.com and understand how they impact our organization.
Implement the latest Salesforce features to ensure we are taking full advantage of offerings.
Determine plan and timeline for implementation of approved Change Management cases. Develop, test and deploy approved solutions, applying best practices.
Lead meetings to revisit application success factors and ensure the incorporation of additional user requirements.
Use root cause analysis and troubleshooting skills to resolve functional and technical issues.
Develop, run, update and export Salesforce.com reports, analytics and dashboards to support and monitor daily activity and key performance measures.
Data manipulation and import and export data using Data Loader.
Use APEX/Visualforce when needed for Salesforce system enhancements.
Manage ongoing support requests and Salesforce administrative needs.
Other responsibilities or projects assigned by manager.
What Are We Looking For in This Role?
Minimum Qualifications
Bachelor's Degree
Relevant Experience or Degree in: No degree specified
Typically Minimum 4 Years Relevant Exp
With the Installation, Customization, Testing and Maintenance of database systems within a production environment.
Preferred Qualifications
Bachelor's Degree in Information Systems, Computer Science or a related field, or equivalent relevant work experience
Minimum 3-4 years of experience working with Salesforce.com as an administrator
Certified Salesforce.com Administrator (ADM-201) with at least 150 users
Salesforce Certifications in CPQ, Platform App Building, Cloud/Consultant preferred
Familiar with waterfall and agile/iterative methodologies.
Expertise in Salesforce.com best practices and governance standards
Salesforce.com integration experience between different business systems as well as working with integration tools
Strong technical understanding of functional and technical system architecture
Thorough understanding of Salesforce.com platform out-of-the-box functionality and configuration
Working knowledge of APEX (classes and web services), Visual Force, Salesforce APIs, SOQL, Force.com platform
Familiar with ChatBot, LiveAgent, Omni-Channel, Communities, and Lightning record pages and apps
Understand and write triggers, workflows, and processes
Solid understanding of business and information technology processes
Excellent project management and organizational skills
Excellent communication skills including written and verbal
Must be capable of establishing influential and collaborative relationships with team members and leadership
Highly motivated, excels in a team environment, innovative individual able to work independently with minimal supervision
Results-oriented, timeliness, attention to detail and accuracy
What Are Our Desired Skills and Capabilities?
Knowledge of the organizational structure, business processes, and culture to help build relationships with key groups
Ability to propose solution options to business colleagues and make decisions around user management
Ability to be the voice of the user in communicating with all levels of the organization
Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
About the Company
Heartland, part of Global Payments Inc. (NYSE: GPN), is one of the largest payment processors in the United States, delivering credit/debit/prepaid card processing and security technology through Heartland SecureTM and its comprehensive Heartland breach warranty. Heartland also offers point of sale, mobile commerce, e-Commerce, marketing, payroll solutions and related business solutions and services to more than 400,000 business and educational locations nationwide.
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