In this role, the Salesforce Administrator is responsible for monitoring and improving the client/user experience through: (1) Review of current backlog (2) investigations of potential experience improvement opportunities/defect resolutions (3) strong contributor to Sprint team with declarative solutions (4) ensures technical changes to platform are defined and tested appropriately. The Senior Administrator will be responsible for conducting regular peer reviews and will be a mentor to other admins within the team.
Business as Usual - Supports +1500 end users globally using SFDC Sales Cloud on Lightning Experience. Reviews daily cases to aid in troubleshooting defects, user access and reporting request. Works with Product Team in writing user stories, acceptance criteria and user experience/interface design for product enhancements.
Assessing User Experience - Demonstrates a high level of intellectual curiosity and analytical skills when synthesizing necessary information to understand the user experience. Analyzes user behavior and feedback to validate that products work as desired relative to key performance indicators. Regularly reviews quantitative and qualitative performance indicators including; operational metrics, client surveys, direct client feedback and associate feedback, escalating issues to product owners as necessary. Plans and designs business processes and make recommendations and changes to improve and support business systems and activities and/or to deliver greater effectiveness and efficiency.
Business Analysis - Provides consultative support as it relates to existing and potentially new functionality to enhance user experiences. Understands Lightning functionality pros and cons. Ability to analyze existing solutions and recommended improvements/troubleshoot defects. At times, may lead meetings with stakeholders to discuss recommendations and analysis. Works closely with Technology in Agile development process through story generation, refinement, sprint planning, stand up, QA, deployment and Prod validation.