The Senior Salesforce Administrator is a position within the Lightspeed Systems’ Department of Information Technology Services (IT Services). Primary responsibilities include administration, support, and training for mission-critical business systems including, but not limited to, CRM (Customer Relationship Management), ERP (Enterprise Resource Management), compliance management, security training, and communications. The role ensures the stable operation of business systems that support the day-to-day operations of the organization.
The following are the essential functions of the position. The list is not exhaustive and may be supplemented as necessary. - Administration of business systems, such as Salesforce and NetSuite. - Analyze business systems, and processes and make recommendations to stakeholders to improve system knowledge and utilization. - Architect and manage scopes of work, project plans, and deployment schedules. - Support all aspects of business systems implementation, documentation, training, and ongoing troubleshooting. - Develop and maintain documentation, diagrams, surveys, and workflows. - Manage projects and taskwork for outside contractors/vendors related to managed systems. - Develop and maintain documentation related to best practices for management and usage of related systems. - Review and maintain service desk tickets related to managed systems. - Manage and maintain application system dashboards for monitoring uptime, and SLAs for the organization. - Plan and coordinate testing changes, upgrades, and new services, ensuring systems will operate correctly in current and future environments. - Liaise with vendor support on all issues. - Fully responsible for program management activities such as issue resolutions and root cause analysis (RCA). - Ensure and maintain enforcement of administrative access, security policies, and procedures. - Responds to on-call outages based on outage type and on-call rotation. - Manage tasks assigned to associate team members. - Assist in the day-to-day operations of the ITS department.
The following knowledge, skills, and abilities are preferred or required to perform this job. Education/Experience - Bachelor’s degree in Information Systems, Business Administration, related field, or equivalent work experience. - Three to five years of experience with Salesforce administration related to data management/uploads, process automation, complex workflows, reporting, and dashboard. - Experience with configuring/managing data integrations/data mapping between multiple systems. - Prior administrative knowledge of NetSuite or similar ERP systems. - Knowledgeable of IT systems, including macOS, Active Directory, Microsoft 365, Azure AD, and Windows Server. - Knowledgeable of security concepts, technologies, and toolsets. - Understanding of workflows, and process requirements of complex application systems. - Working knowledge of project management tools, such as Jira. - Experience with documentation and training of complex systems to a non-technical audience. - Strong ability to be a subject matter expert in supporting, maintaining, and administering complex systems. Skills, Abilities, And Key Behaviors - Ability to administer, organize and document complex application systems and workflows - Ability to think creatively and apply strong analytical and problem-solving skills, driving issues to resolution and then logging and documenting both cause and resolution. - Excellent organizational, documentation, and problem-solving skills. - Ability to effectively interface with a technical and non-technical staff at all organizational levels. - Strong attention to detail with both excellent written and oral communication skills. - Ability to accomplish projects within specified deadlines. - Ability to work independently and take initiative. - Ability to function effectively in a fast-paced environment where high growth is the norm. - Available to work flexible hours and on-call support, including weekends and holidays.