Salesforce Administrator

Job description

**The Opportunity:** We are seeking a Salesforce System Administrator to join our Business Applications team as the primary system administrator and production support lead for our end-to-end Salesforce environment, including Sales Cloud, CPQ, Order Management, and Service Cloud. This role owns the platform’s daily health, configuration, security, and reliability while providing frontline support to end users. The ideal candidate is an independent, methodical problem solver who investigates issues, documents evidence, applies appropriate configuration or process improvements, and engages development or platform specialists when needed. This role partners with Salesforce Development, Solution Architects, and business stakeholders to maintain a stable, secure platform and drive continuous improvement across quoting, ordering, case management, entitlements, and post-sale operations. **Your Responsibilities:** **Production Support and Troubleshooting** - Own Salesforce support tickets from intake through investigation, resolution, validation, communication, and closure. - Reproduce issues in sandbox or test environments and troubleshoot authentication, permissions, visibility, reporting, automation, email, integrations, and data quality. - Use audit trails, login history, field history, debug evidence, automation details, and ticket history to identify root causes and affected users or processes. - Resolve administrator-level issues independently and escalate development or integration issues with clear documentation, business impact, evidence, and recommended next steps. **User Management and Access Governance** - Provision, modify, suspend, and deprovision users based on approved requests and documented business justification. - Administer profiles, permission sets, licenses, roles, queues, public groups, delegated administration, and user settings. - Troubleshoot organization-wide defaults, sharing rules, role hierarchy, manual sharing, teams, queues, and record-level access. - Apply least-privilege principles, support onboarding and offboarding, conduct access reviews, and recommend cleanup of unnecessary or inherited access. - Support customer, partner, and internal portals, including access, password and MFA issues, profile behavior, content, case submission, and Salesforce handoffs. **CPQ, Quoting, and Support** - Support CPQ users with issue during quote creation, product configuration, bundles, pricing, validation, approvals, delegation, submission, and quote-to-order readiness. - Troubleshoot quote issues involving product data, required fields, pricing and date logic, permissions, approval conditions, and downstream automation. - Partner with Sales Operations, Product, Finance, Support, and Development on requests affecting policy, pricing, product data, or production configuration. **Experience we are seeking:** - 3+ years of Salesforce administration experience, including hands-on production support in a live business environment. - Experience supporting end-to-end Salesforce processes spanning Lead-to-Order, CPQ, Order Management, Case Management, Service Cloud, portals, integrations, and post-sale operations. - Strong knowledge of Salesforce security, sharing, user access, declarative automation, data quality, and troubleshooting across business and technical issues. - Experience with sandbox management, testing, deployments, release coordination, change control, Jira or service-desk workflows, and Agile team practices. - Ability to investigate methodically, document evidence and resolutions, create reusable procedures, and identify opportunities for automation or process improvement. - Clear communicator who can resolve end-user issues independently and collaborate effectively with Development, Solution Architects, Sales Operations, Product, Finance, Support, and other stakeholders. **Required Certifications:** - Salesforce Administrator (ADM-201) **Nice to have:** **Portal and Integration Support** - Distinguish between external portals and Salesforce Experience Cloud implementations and route issues to the correct owner. - Troubleshoot integrations and connected applications using logs, timestamps, user context, integration-user access, certificates, API behavior, and failed-record details. - Coordinate with development and integration owners when issues involve code, APIs, flows, deployments, or external systems. **Case Management and Service Operations** - Support Case Management configuration and daily operations, including queues, assignment, escalation, status, visibility, comments, notifications, templates, and service workflows. - Investigate Case access, editing, commenting, notification, routing, and automation issues. **Agile and Continuous Improvement** - Participate in Agile ceremonies, including stand-ups, refinement, estimation, prioritization, release planning, testing, and retrospectives. - Follow Jira, service-desk, change-management, and production-support processes for intake, approvals, implementation, testing, evidence, and closure. - Convert recurring solutions into knowledge articles, runbooks, checklists, and reusable troubleshooting procedures. - Analyze support trends and recommend automation, documentation, training, or product improvements. - Salesforce CPQ Specialist certification. - Experience in data storage, AI, or enterprise technology industries. - Exposure to subscription billing or order management systems.