Salesforce Administrator

Responsible for the Salesforce Service Cloud Systems, constantly improving the system, troubleshooting and working with end-users to ensure that the application meets their needs and responds to changes in operations, policies and/or procedures so our Customer Care team can deliver a world-class customer experience, delighting our customers, clients, and business partners at every touchpoint. Ensuring the service is delivered within budgets and our systems and tools are working at optimum levels.

• Policy & Procedures
  • Daily administration and support of the Salesforce Service Cloud environment and database including but not limited to system configuration, managing multiple user setup, profiles and roles, customization of objects, fields, record types, page layouts, and validations
  • Perform ongoing system administration including testing and deployment of updates, maintaining user roles, monitoring application storage, security settings, profiles, sharing rules, workflow rules, triggers, and data integrity
  • Collate, analyse and produce customised reports and dashboards as required in consultation with business teams
  • Troubleshoot identified Salesforce issues and work with external vendors (if required) to resolve them
  • Install and configure 3rd party platforms
  • Raise support tickets with Salesforce and manage through to resolution as required
  • Develop and maintain documentation on processes, policies and configuration
  • Manage the software testing process, which includes devising test plans, creating test cases, establishing protocols and appropriate testing environments and coordinating actual software testing
  • Evaluate new releases of Salesforce to determine functional requirements and provide detailed information on how changes will apply to all affected departments/users
  • Maintain data integrity by doing regular checks and reviews of the data in the system
  • Be the Salesforce subject matter expert (SME) providing support for internal staff queries and escalations
  • Working as part of a team (Operations, Workforce, Frontline Salesforce, Tech) actively participate in prioritising and tracking system improvements via monthly sprints
  • Exhibit a strong understanding of the Salesforce platform, with the ability to build custom fields, workflows, custom views, and other content of intermediate complexity.
  • Stakeholder for Service Cloud - Salesforce Administrator
  • Testing and deployment of and changes to Salesforce and Central
  • Ad-hoc project work in collaboration with the Customer Care Operations Manager
• Training & Development
  • Managing and implementing a high level of quality control amongst the team
  • Managing and implementing a consistently high level of productivity across the team
  • Continuous development and training of the Workforce, Process, and Training and Quality teams
  • Contributing to the continuous motivation of the  Customer Care team to ensure optimum performance
• Reporting
  • Reporting daily to the Customer Care Operations Manager on previous days statistics, issues and any major team concerns 
  • High-level data comparison to improve KPI’s and productivity
  • Reporting in Salesforce and Central
• Salesforce Service Cloud
• Improving Productivity

• At least 3 years relevant work experience within Salesforce ecosystem
• Certification in Salesforce Admin ADM201 or ADM211 is preferred
• Ability to work in a Dev environment and exposure in SCRUM/AGILE methodologies are required
• Must have exceptional attention to detail
• Previous experience in an online eCommerce business is highly preferred
• Strong written and verbal communication skills

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Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.

At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.