Salesforce Administrator

Business Purpose

A Salesforce Administrator contractor is needed to ensure continuity of operations while knowledge is transferred from the client's current Lead Administrator prior to retirement.

Without this replacement, our client faces the following risks:

• Increased operational risk due to insufficient staffing to support daily administration, system maintenance, security, and production support activities.
• Failure to consistently meet production support SLAs, resulting in longer resolution times for incidents, user requests, and critical business issues.
• Reduced delivery velocity for project initiatives and monthly production releases as limited staff must prioritize operational support over planned enhancements.
• Single-threaded knowledge and operational dependency, creating unacceptable business continuity risk if key personnel become unavailable.
• Potential degradation of the Salesforce Case Management platform, highest-priority Salesforce application, impacting the timely support of employees, locations, and business partners.
• Reduced capacity for proactive system administration, including security configuration, certificate management, platform maintenance, release readiness, and compliance activities, increasing technical and operational risk.

Description of Services

• Manage Salesforce platform operations, including environment administration, certificate renewals, email authentication, identity and access management, connected apps, named credentials, and other infrastructure-related configurations to ensure platform security and reliability.
• Administer, configure, and maintain the Salesforce platform, including user access, security, declarative automation, data management, reporting, and platform configuration to support business operations.
• Provide end-user support by troubleshooting issues, resolving service requests, maintaining system documentation, and delivering user guidance and training as needed.
• Monitor platform health, data quality, and Salesforce seasonal releases; identify opportunities for continuous improvement while ensuring compliance with organizational governance and security standards.
• Collaborate with the Senior Salesforce Administrator, Salesforce Developer, business stakeholders, and project teams to implement scalable Salesforce solutions across SWSS, support releases, and enhance business processes.

Knowledge Skills Abilities

• 5+ years of hands-on Salesforce administration experience in a complex enterprise environment.
• Demonstrated experience supporting Service Cloud, Experience Cloud and Marketing Cloud Account Engagement (Pardot).
• Ability to translate business needs into a Salesforce proof of concept, demo, gather feedback, and improve the solution through an iterative process.
• Ability to communicate with technical and nontechnical stakeholders.
• Strong experience with Flow automation, data management, integrations, troubleshooting and release/change management.
• Strong hands-on experience administering Salesforce security, users, profiles, permission sets, roles, sharing, objects, fields, record types, page layouts, Lightning pages, queues and other core configuration.
• Experience supporting Cases, queues, assignment/escalation rules, Email-to-Case, Knowledge, Omni-Channel, entitlements, service console and routing.
• Ability to administer customer/partner portals and sites, including users, profiles/permission sets, sharing, audiences, navigation, branding, Experience Builder and external-user security.
• Ability to perform imports/exports, mass updates, duplicate management, data cleanup and troubleshooting using tools such as Data Loader, Data Import Wizard and reports.

Education

• Bachelor degree in business administration, information management, or comparable education (preferred)
• Salesforce certified platform administrator (preferred)
• Salesforce certified service cloud consultant (preferred)