Job Description
KEY RESPONSIBILITIES:
- Administer and maintain the Salesforce platform, including user accounts, profiles, permission sets, role hierarchies, sharing rules, and security controls.
- Design, configure, and support Salesforce solutions using declarative tools such as Flows, validation rules, approval processes, record types, page layouts, and custom objects.
- Partner with business stakeholders to gather requirements, analyze business processes, and develop effective Salesforce solutions.
- Serve as a trusted advisor to program areas by identifying opportunities to improve business processes and increase platform adoption.
- Develop and maintain reports, dashboards, and analytics to support operational and executive decision-making.
- Manage data quality initiatives including data imports, exports, cleansing, deduplication, and migration activities.
- Coordinate and support Salesforce releases, testing activities, and deployment processes across development, testing, and production environments.
- Troubleshoot complex platform, configuration, security, and integration issues and coordinate resolution activities.
- Support integrations between Salesforce and internal or external systems using APIs and approved integration tools.
- Develop and maintain system documentation, configuration standards, operating procedures, and knowledge base materials.
- Deliver end-user training and provide ongoing support to business and technical staff.
- Mentor junior administrators and agency staff to build internal Salesforce administration and support capabilities.
- Assist in establishing Salesforce governance, security, change management, and platform support processes.
- Ensure compliance with Commonwealth security, accessibility, records management, and data governance requirements
REQUIRED EXPERIENCE:
- 10 years of professional experience administering, configuring, supporting, or developing enterprise applications.
- 5 years of hands-on Salesforce administration experience in a complex enterprise environment.
- Experience configuring Salesforce using declarative platform capabilities, including Flows, security models, reports, dashboards, validation rules, approval processes, and custom objects.
- Experience gathering business requirements and translating them into technical solutions.
- Experience working directly with business stakeholders, conducting requirements sessions, and providing customer-facing support.
- Experience managing Salesforce security, user provisioning, permission sets, profiles, and role hierarchies.
- Experience supporting data migration, data quality, and system integration activities.
- Experience participating in software testing, release management, and deployment processes.
- Experience developing end-user training materials and providing user support.
- Strong written and verbal communication skills with the ability to explain technical concepts to non-technical audiences.
PREFERRED QUALIFICATIONS:
- Salesforce Certified Administrator.
- Salesforce Advanced Administrator Certification.
- Salesforce Platform App Builder Certification.
- Salesforce Business Analyst Certification.
- Salesforce Platform Developer I Certification.
- Experience with Salesforce Industries (Vlocity), OmniStudio, DataRaptors, Integration Procedures, and FlexCards.
- Experience supporting Salesforce implementations, migrations, or large-scale platform modernization efforts.
- Experience with Experience Cloud, Service Cloud, Public Sector Solutions, or Government Cloud implementations.
- Experience with Copado, Git, DevOps, CI/CD, and source control practices.
- Experience developing Salesforce Flows and low-code automation solutions.
- Working knowledge of Apex, Lightning Web Components (LWC), APIs, and integration patterns.
- Experience establishing governance frameworks, support models, and administrative standards for Salesforce environments.
- Experience training, mentoring, or leading other Salesforce administrators and support staff.
- Experience supporting enterprise systems within government, public sector, healthcare, or other highly regulated environments.
| | Required / Desired |
| Professional experience administering, configuring, supporting or developing enterprise applications | Required | | |
| Hands-on Salesforce admin experience in a complex enterprise environment | Required | | |
| Experience configuring Salesforce using declarative platform capabilities | Required | | |
| Experience gathering business requirements and translating them into technical solutions | Required | | |
| Experience working directly with business stakeholders, conducting requirements sessions, and providing customer-facing support | Required | | |
| Experience supporting data migration, data quality, and system integration activities | Required | | |
| Experience participating in software testing, release management, and deployment processes | Required | | |
| Experience developing end-user training materials and providing user support | Required | | |
| Relevant Salesforce Certification (Certified Admin, Advanced Admin, Platform App Builder, BA, Platform Developer I, etc.) | Highly desired | | |
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