Salesforce Platform Specialist & Analyst

BUILDING ENHANCEMENTS (40%)

• Flow Development: Design, develop, and optimize Salesforce Flows to create scalable, maintainable, and efficient business processes while adhering to Salesforce best practices.

• Custom Development: Build sophisticated solutions using APEX, Lightning Web Components (LWC), and other programmatic tools to address complex business needs. Ensure all customizations are secure, efficient, and compliant with Salesforce standards.

• Integration Design: Develop and maintain seamless integrations between Salesforce and external systems using APIs or middleware, ensuring smooth data exchange and automation.

• Comprehensive Documentation: Create and maintain clear, detailed documentation for technical solutions, processes, and configurations. Foster a culture of knowledge sharing to promote system sustainability and ease of future enhancements.

DEFECT RESOLUTION (40%)

• Root Cause Analysis: Perform thorough investigations to identify underlying causes of issues and implement permanent solutions to prevent recurrence.

• Troubleshooting and Debugging: Diagnose and resolve defects in existing Flows, APEX classes, and LWCs, ensuring platform stability and a seamless user experience.

• Performance Optimization: Continuously review and refine existing code and configurations to enhance performance, scalability, and maintainability.

• Expert Technical Support: Provide advanced troubleshooting expertise and resolve platform issues promptly. Support team members in handling technical challenges, offering guidance and solutions when needed.

REFINEMENT AND REQUIREMENT GATHERING (20%)

• Requirement Analysis: Collaborate with business stakeholders to gather, analyze, and refine requirements for new enhancements and system changes. Translate business needs into clear and actionable technical specifications.

• Solution Design: Work closely with stakeholders to propose and document technical solutions that align with business goals, considering scalability, maintainability, and user experience.

• Backlog Grooming: Participate in backlog refinement sessions to ensure user stories and tasks are well-defined, estimated, and prioritized.

• Documentation and Communication: Document requirements, acceptance criteria, and design considerations thoroughly. Communicate effectively with stakeholders to manage expectations and ensure alignment on deliverables.

PROCESS & DOCUMENTATION

• Leads refinement workshops with key stakeholders to understand business objectives, problem statement and targeted goals and outcomes, current use of the platform, and any other customer centric data and processes

• Collaborate with institutional stakeholders to gather and document business requirements for CRM enhancements. As needed write use-cases and stories in conversation with customers.

• Design business processes by analyzing stakeholder requirements; constructing business process models, workflow charts and diagrams; evaluating system capabilities; writing specifications/user stories

• Create data business flow diagrams and process maps using tools like Lucidchart, Visio, or Draw.io.

• Translate functional needs into clear technical and business process documentation.

• Develop and maintain end-user guides, administrator manuals, standard operating procedures (SOPs), and training materials for Salesforce users in higher education institutions.

• Work with Salesforce administrators, developers, and solution architects to define system functionalities, integrations, and automation.

• Document Salesforce configurations, custom objects, workflows, reports, and dashboards in a clear and structured format.

• Ensure documentation remains current with Salesforce configurations and development updates and institutional process changes.

• Cross-Team Collaboration: Serve as a liaison between business functional users (admissions, student success, alumni relations, finance, etc.) and technical teams (Salesforce administrators, developers, IT support).

• Experience: 5+ years of Salesforce experience, with at least 2 years in a development role.

• Certifications:

• Strong proficiency in Salesforce declarative tools, including Flow and Process Builder.

• Expertise in programmatic tools such as APEX, SOQL, and Lightning Web Components.

• Familiarity with Salesforce data model, security model, and governor limits.

• Experience with system integrations using REST/SOAP APIs.

• Ability to troubleshoot and resolve complex technical issues independently.

• Experience with CI/CD tools such as Git, Copado, or Gearset.

• Familiarity with Agile and Scrum methodologies, including an understanding of key roles such as Scrum Master, Product Owner (PO), and Business Analyst (BA). Experience working in an Agile environment is a plus.

• Knowledge of Salesforce best practices for scalability and performance optimization.

• 3+ years of experience as a Technical Writer and/or Business Analyst working with Salesforce in a Higher Education environment.

• Familiarity with Salesforce Education Cloud, Student Success Hub, Experience Cloud, Admissions Connect, or HEDA (Higher Education Data Architecture).

• Experience working with enrollment, student records, academic advising, alumni relations, or advancement teams.

Knowledge, Skills & Abilities:

• Salesforce Best Practices: Deep understanding of Salesforce architecture, best practices, and security protocols, ensuring solutions are scalable, maintainable, and compliant.

• Custom Solution Development: Expertise in developing custom apps, objects, workflows, formula fields, and flows of intermediate complexity that align with business requirements.

• Cross-Functional Communication: Excellent written and verbal communication skills, with the ability to engage with both technical and non-technical stakeholders at all levels of the organization.

• Problem-Solving & Critical Thinking: Analytical thinker with strong problem-solving skills, capable of troubleshooting issues and identifying innovative solutions.

• Information Evaluation: Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, translate high-level information into detailed solutions, abstract up from low-level information to broader understanding, and distinguish user requests from the underlying true needs.

• Self-Motivated & Independent: Self-driven and able to work both independently and as part of a team, including in a remote environment, taking ownership of tasks and ensuring high-quality results.

• Continuous Learning: Proactive in staying up-to-date with Salesforce releases, emerging technologies, and platform capabilities to drive improvements.

• Data Impact Assessment: Ability to assess the impact of new requirements on Salesforce and its associated systems, ensuring solutions are future-proof.

• Agile Methodology Expertise: Strong experience with Agile methodologies and tools, including Jira, Azure DevOps, or similar, ensuring successful project delivery.

• Focus Areas: In-depth experience in Service Cloud, Omni-Channel, Case Management, Knowledge, CTI, SMS, and Chat integration.

• Added Plus: Familiarity with Education Cloud, Experience Cloud, Marketing Cloud, Health Cloud and Einstein Analytics.

• Strong understanding of Salesforce objects, flows, reports, dashboards, permissions, and integrations.

• Experience with Salesforce documentation tools (Confluence, Google Docs, Lucidchart, Visio, etc.).

• Basic understanding of Salesforce APIs, SOQL, Apex, or integration tools like MuleSoft (preferred but not required).

Certifications (Preferred but Not Required):

• Salesforce Advanced Administrator and Platform Developer 2 certifications.

• Salesforce Certified Business Analyst

• Salesforce Certified Administrator (ADM-201)

• Salesforce Certified Education Cloud Consultant