Sr Salesforce Specialist

The Senior Salesforce Administrator is responsible for the day-to-day configuration, support, and maintenance of the organization’s Salesforce platform, with deep expertise across Sales Cloud and Service Cloud. This role balances two core areas of work: time-sensitive production support for user-reported issues and structured product enhancement projects that improve platform functionality. As a senior-level technical resource, this role independently leads complex configuration and integration work, establishes best practices for platform governance, and serves as a subject matter expert to stakeholders across the organization. The Senior Salesforce Administrator sits within the Salesforce Product team and works closely with the Technology team, providing hands-on declarative development work as part of larger multi-platform projects. This role partners with Client Services, Clinical Operations, Revenue Cycle Management, and other cross-functional stakeholders to translate business needs into scalable Salesforce solutions, while maintaining backlog management, clear stakeholder communication, and sound data governance across the platform., Production Support

• Serve as a primary point of contact for time-sensitive user support requests, independently troubleshooting and resolving complex production issues related to Salesforce functionality, configuration, and data.
• Apply ITIL-aligned processes for incident management, change management, and problem management to ensure production issues are resolved consistently and documented appropriately.
• Prioritize and manage competing demands across urgent support tickets and planned project work, communicating status and timelines clearly to affected stakeholders.
• Proactively communicate ticket status, timelines, and blockers to stakeholders and management throughout resolution.
• Provide support primarily during Central Time business hours, with occasional after-hours availability required to address urgent production issues.

Platform Configuration and Enhancement

• Manage all aspects of user and license administration, including user setup and deactivation, roles, profiles, permissions, public groups, organization-wide defaults, and sharing rules.
• Design, configure, and maintain Flow-based automation, including complex Flow builds, ongoing maintenance, and troubleshooting of existing automated processes.
• Manage the installation, configuration, and ongoing maintenance of connected apps and API integrations, ensuring secure and reliable data exchange between Salesforce and third-party systems.
• Independently lead structured product enhancement projects from requirements gathering through deployment, including release management, documentation, and change tracking.
• Establish, maintain, and document platform governance standards and declarative development best practices to support long-term scalability of the Salesforce org.
• Maintain a well-groomed backlog of enhancement requests, working with stakeholders to prioritize based on business impact and platform capacity.

Reporting, Data, and Platform Expertise

• Design and maintain advanced reporting and dashboard development to give stakeholders accurate, timely visibility into operational and business performance.
• Perform bulk data management using Data Loader and similar tools, including data imports, exports, updates, and deduplication, while maintaining data integrity and security standards.
• Support platform functionality across Pardot or Marketing Cloud, OmniChannel, and CPQ as applicable, partnering with relevant teams to configure and troubleshoot these tools.
• Provide strategic recommendations on the potential use of Einstein and Agentforce AI capabilities within the Salesforce platform, where applicable to business needs.
• Evaluate new Salesforce releases and features, recommending and implementing changes that benefit the organization.

Stakeholder Collaboration

• Build strong working relationships with business stakeholders across departments, serving as a trusted liaison between technical solutions and operational needs.
• Proactively communicate ticket status, time allocation, and project progress to leadership and stakeholders, ensuring clear visibility without requiring follow-up.
• Comply with all company policies, procedures, and applicable regulatory requirements.
• Perform other duties as assigned to support team and organizational objectives., * Requires regular collaboration with internal stakeholders across departments and may involve participation in meetings, testing sessions, or training activities.
• May require occasional travel for team collaboration, training, implementation support, or business meetings.
• Work is performed primarily in a standard office or remote work environment with routine use of computer and communication technologies.

Required

• 7-10 years of experience in Salesforce admin role
• Bachelor’s degree in Computer Science, Information Systems, Business, Healthcare Administration, Marketing, or a related field. Equivalent combination of education and experience may be considered.
• Salesforce Certified Platform Administrator certification.
• Salesforce Certified Platform App Builder certification.
• Demonstrated hands-on experience administering Salesforce, with deep working knowledge of both Sales Cloud and Service Cloud.
• Hands-on proficiency with Salesforce-native AI tools (Einstein, Agentforce)
• Experience with Pardot/Marketing Cloud, OmniChannel, and Revenue Cloud/CPQ
• Experience with Flow configuration and maintenance, custom reports and dashboards, and bulk data management using Data Loader or similar tools.
• Experience with deployment and release management tools such as Gearset, as well as release management best practices.
• Strong stakeholder communication skills, with the ability to work across technical and non-technical audiences.
• Working knowledge of Apex and ability to read, debug, and modify existing triggers and classes.
• Working knowledge of REST and SOAP APIs to support, troubleshoot, and configure integrations with third-party systems.
• Ability to write and troubleshoot basic SOQL queries for data investigation and validation.
• Experience building or modifying simple Lightning Web Components.
• Working familiarity with JavaScript, HTML, and CSS as they apply to LWC development.
• Strong organizational, analytical, and problem-solving skills, with attention to detail and the ability to manage competing priorities between production support and project work.
• Ownership responsibility for work across multiple Jira boards, including SLA tracking, ticket-level time accounting, and status reporting.

Preferred

• Salesforce Certified Platform Administrator II certification.
• Salesforce Certified Platform Developer certification.
• Experience supporting healthcare, diagnostics, laboratory, or other regulated workflows, including HIPAA-regulated environments.
• Familiarity with ITIL processes for incident, change, and problem management.
• Experience using AI coding assistants such as GitHub Copilot.
• Experience with backlog management and Agile delivery methodologies.
• Experience using data, dashboards, and user feedback to inform prioritization, enhancements, and operational improvements., * Salesforce platform configuration and automation
• Production support and incident troubleshooting
• Proactive tracking, prioritization, and status communication of support tickets and enhancement requests in Jira
• Stakeholder communication and relationship management

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: Remote, hybrid, or onsite based on business needs and role requirements.
• Ability to work at a computer for extended periods and communicate effectively in virtual and in-person settings.