Salesforce Administrator

About SERVPRO

Servpro Industries, LLC, is a national leader of fire, water, mold, and other specialty cleanup and restoration services. With a professional services network of more than 1,900 franchises in the United States and Canada, SERVPRO quickly responds to property damage emergencies. These range from multimillion-dollar disasters to those suffered by individual businesses and homes. SERVPRO headquarters in Gallatin, Tennessee, is home to 400+ employees who are dedicated to supporting SERVPRO franchise operations. SERVPRO has been recognized by The Tennessean for its Top Workplace Award in 2015, 2016, 2017, 2019, 2020 ad 2021

Job Summary

The primary function of this position is the design, implementation, support, and administration of Salesforce Sales and Service Cloud. This individual serves as a technical point-of-contact for the headquarters office assisting with data management, analytics, and reporting critical to effective decision making. The Salesforce Administrator manages and supports system upgrades, patches, testing, and other Salesforce technical projects as assigned.

Major Duties and Responsibilities

• Facilitate the configuration and implementation of Salesforce Sales and Service Cloud and any related components to all headquarters users. Serve as primary Salesforce subject matter expert for internal groups to resolve issues related to system’s configuration, design and functionality.
• Establish and maintain Salesforce systems security and user permissions based upon appropriate role functionality and authority.
• Function as Salesforce systems specialist. Provide technical systems support including, but not limited to, diagnosing and resolving problems, unexpected results or process flaws; perform scheduled activities, recommend solutions, or alternate methods to meet requirements.
• Partner with internal and external functional and technical support analysts to coordinate application of upgrades or patches.
• Configure, maintain, and support a variety of reports for ongoing customer needs.
• Generate key measurement reports from Salesforce and periodic ad hoc customized reports for special projects as needed. Monitor/audit data entry for accuracy.
• Serve as systems liaison with internal and external third parties and other stakeholders (e.g. – Any department using Salesforce). Serve as primary Salesforce contact with external Salesforce technical consultants and support groups (e.g. – Global Product Support).
• Maintain Salesforce data confidentiality and integrity in systems by using periodic audits and data analysis.
• Develop and maintain up-to-date systems user procedures, guidelines, and documentation.
• Train Salesforce users on new processes and functionality along with new system users as needed.
• Provide backup Helpdesk support of questions or issues pertaining to Salesforce and its various components.
• Actively and consistently support all efforts to simplify and enhance the customer experience.
• Participate in Salesforce user group meetings/conferences as necessary.
• Continuously increase both Salesforce and its component knowledge.
• Complete additional Salesforce projects as assigned.

Required Qualifications

• Ability to read, write, and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner.
• Demonstrated knowledge of Salesforce functional operations and information systems, principles, methods, and practices. Knowledge and demonstrated skill in data and database management methods and practices.
• Three to five years of Salesforce Systems Administrator experience required utilizing Salesforce sales, service, integration, analytics, collaboration.
• Working knowledge of Salesforce a must
• Solid understanding of all Salesforce functions, business processes, and data maintenance including process control and documentation of projects.
• CPQ, Pardot, Social Studio experience a plus.
• Ability to maintain the highest level of confidentiality.
• Ability to meet deadlines and deliver expected results of position.
• Intermediate-expert knowledge of MS Office.
• Experience implementing company structure into Salesforce.
• Effective collaboration skills.
• Strong attention to detail.

Education

• High School Diploma or GED with four plus years’ experience in Salesforce Administration.
• Bachelor’s degree preferred.
• Salesforce certifications required.

What we offer

• Excellent health benefits plan, which includes day 1 eligibility for medical, vision and dental plans
• 401(k) with company match
• Company profit sharing plan
• Generous vacation, paid time-off and paid holidays
• 2 free on-site fitness rooms with class options
• Weekly on-site massage therapist visits
• Personal and professional development programs
• Employee Assistance Program
• Employee Resource Groups
• “Financial Wellness” education and training programs

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.