- Company Name
- Q2
- Job Title
- Senior Salesforce Administrator - Service Cloud
- Job Description
-
**Job Title**
Senior Salesforce Administrator – Service Cloud
**Role Summary**
Lead administration and enhancement of Salesforce Service Cloud, Experience Cloud, and integrated applications. Translate business requirements into technical solutions, design and implement automation, and ensure agile delivery across projects.
**Expectations**
- Deliver high‑quality service‑cloud functionality for customer service, case handling, and business insights.
- Drive continuous improvement, platform adoption, and best‑practice adherence.
- Collaborate with cross‑functional teams (business, IT, DevOps) to support Service‑Cloud initiatives.
- Maintain documentation, run‑books, and training materials.
**Key Responsibilities**
1. Administer Salesforce Service Cloud, Experience Cloud, and integration tools.
2. Gather and document business requirements; lead process‑mapping sessions.
3. Design, prototype, and develop solutions using Flows, Lightning, and custom code where needed.
4. Build dashboards, reports, and automation to provide actionable insights.
5. Conduct testing (validation, UAT), triage issues, and troubleshoot production problems.
6. Manage change, release, and DevOps processes (Git, Copado, JIRA, Confluence).
7. Mentor and provide subject‑matter expertise on new releases and platform capabilities.
8. Identify under‑utilized features, propose adoption initiatives, and support business users.
9. Deliver training and cross‑training programs for admins and super‑users.
**Required Skills**
- Advanced Salesforce Administration (Gov. 3+ years).
- Service Cloud expertise: case assignment, omnichannel routing, console, Lightning layouts, entitlements, reporting.
- Proficient in Flow creation, Apex triggers (basic), Lightning components, & declarative customization.
- Experience with DevOps/Release Management (Copado, Git, CI/CD).
- Familiarity with backup/tools: OwnBackup, JIRA, Confluence.
- Strong change‑management; stakeholder communication; documentation.
- Agile methodology awareness; project management fundamentals.
**Required Education & Certifications**
- Bachelor’s degree (or equivalent) with 8+ years of related experience, or advanced degree with 6+ years.
- Salesforce Administrator Certification (highly preferred).
- Experience with Experience Cloud administration is a plus.