Salesforce Admin/Support Specialist, Commercial Capabilities - Remote (USA)
Location
Minneapolis, MN, USA
Role
Administrator
Contract
Internship
Salary
n/a
Careers that Change Lives
We seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader —that’s why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.
A Day in the Life
A Day in the Life
In this exciting new role, the Salesforce.com Admin/Support Specialist will be responsible for supporting a growing number of user groups across the Neuroscience 360 & Advanced Energy Salesforce.com platforms. As a key member of the Neuroscience 360 Commercial Salesforce.com Platform support team, the Salesforce.com Admin/Support Specialist will perform first-line support for multiple Neuroscience user groups and will provide a positive & efficient customer support experience via email, Chatter, Salesforce cases, and more. The Salesforce.com Admin/Support Specialist will exhibit written & verbal communication skills, a positive/can-do attitude, a dedication to our Salesforce users, and the ability to effectively partner & collaborate across functions to arrive at solutions.
Responsibilities may include the following and other duties may be assigned.
- User/Platform Support
- Serve as first-line/tier one support for Neuroscience Salesforce.com user groups, monitoring support channels of email, chatter, Salesforce case queue, Service Now, etc. according to specified service level agreements
- Triage user questions, issues and training requests, resolving/responding as first-line support, or escalating as necessary to advanced business or IT support as needed
- Document support responses in a timely manner in Salesforce support case tracking solution
- Document answers to commonly asked questions & create new training documentation per defined training templates, as needed based on collaboration with user group product owners
- Ensure a positive & efficient customer support experience is provided to our Salesforce user base
- Perform routine quarterly updates to reports, dashboards, formula fields, etc.
- Manage user set up process including weekly deactivation reporting & updates, monitoring Service Now queue for new user requests & setting up users according to defined steps
- Proactively monitoring user reports to adhere to IT inactivity & deactivation policy, track user email alerts, and more
- Maintain Salesforce email distribution lists, ensuring users are added or removed as per set up requests or deactivations
- Other user support duties as assigned
- Data Support
- Perform routine daily, weekly, and monthly data loads as assigned
- Monitor Salesforce data, performing merges for duplicate records or partnering with IT to escalate & track data quality issues arising from other source systems
- Monitor data quality & compliance to business processes such as case/procedure quota process, revenue validations, account/territory validations, and more
- Routinely monitor Chatter & Salesforce free text fields according to regulatory, legal, compliance & quality requirements across user groups as assigned (content-specific training provided)
- Platform Administration & Reporting
- Develop & maintain reports & dashboards, partnering with user group product owners, business & field user stakeholders to document requirements & user stories & configure, demo, & test report outputs
- Support field Salesforce.com users with metrics & tracker validations and account/territory realignments per business need
- Support Salesforce projects or enhancements by performing regression, QA or UAT testing as assigned on behalf of the platform
- Create and maintain fields, picklist values, list views, reports, dashboards, chatter groups/members, and other Salesforce customizations as assigned via enhancement backlog
- Projects/Process Improvement
- Assist with documenting & detailing support or other procedures as assigned
- Participate in process improvement initiatives as an SFDC user support subject matter expert, such as user management or service now user set up request form improvement projects
- Work with user group product owners to report on support case volume/issues and recommend creation of additional training content based on emerging case volumes
- Other duties as assigned
This position will require the candidate to secure their Salesforce Administrator Certification within 12 months of hire
Must Have: Minimum Requirements
- Bachelors degree required
- Minimum of 2 years of relevant experience with system support, analysis or customer-facing service role, or advanced degree in lieu of experience
Nice to Have
- 1-2 years of prior Salesforce experience strongly preferred
- Salesforce.com Administrator Certification or ability to complete certification within 6-12 months
- Understanding and basic knowledge of standard Salesforce Sales cloud capabilities including setting up custom fields, picklists, page layouts, list views, reports, dashboards, and basic out of the box configuration principles
- Ability to work both independently and with a team and switch between various tasks.
- Intermediate to advanced understanding of Excel or other spreadsheet programs
- Proven creativity and problem-solving skills; ability to work around obstacles and solve problems with minimal direction
- Strong communication skills providing clear and concise written and verbal responses
- Active listening with the ability to clearly document/communicate customers’ needs & solutions
- Ability to effectively communicate with field sales and business users & technical staff
- Customer-focused to drive partnerships and build trusted relationships
- Strong organizational/time management skills; ability to prioritize and meet deadlines/SLAs in a fast-paced environment
- Ability to identify areas for process improvement and recommend/implement solutions
- Advanced understanding of databases and how to extract/analyze data using Excel and MS Access
About Medtronic
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.
We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let’s work together to address universal healthcare needs and improve patients’ lives. Help us shape the future.
Physical Job Requirements
The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. (ADA-United States of America)
Medtronic
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