Salesforce Administrator

National Express•Warrenville, IL

6d•Remote

About The Position

Summit School Services is seeking a mid-level Salesforce Administrator to oversee, maintain, and continuously improve its Salesforce platform, which serves more than 275 end users across multiple departments and bus yard locations. This hands-on role combines core Salesforce administration with Business Analyst responsibilities, partnering with stakeholders to translate business needs into scalable solutions across Sales Cloud, Service Cloud, Account Engagement, Experience Cloud, and Conga CPQ & Billing. The administrator resolves daily support tickets using Ivanti, manages work intake and delivery through a Jira backlog, and supports a roadmap that includes enabling Salesforce DevOps Center within approximately the first year. The position is fully remote and works closely with platform leadership on a small team. The role administers and configures Salesforce, builds automation, manages security and access, handles data management, and supports operational ticket intake and backlog delivery. It also facilitates requirements discovery, translates requirements into solution designs, coordinates testing and user acceptance, deploys and validates changes, and helps establish DevOps Center processes. Additional platform support includes Account Engagement, Experience Cloud, and Conga CPQ & Billing. The administrator maintains documentation and delivers end-user training for new features and process changes. Summit School Services has a zero-tolerance policy for conduct incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. The organization is committed to protecting and safeguarding children and passengers and to maintaining a diverse workforce. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to protected characteristics. Pay and other employment terms vary by site, geographical market, customer or contractual terms, and position.

Requirements

At least 3 years of hands-on experience as a Salesforce Administrator supporting Sales Cloud and/or Service Cloud in a production environment.
Proven expertise with Flow Builder automation and a strong understanding of declarative automation best practices.
Experience resolving daily end-user support tickets through a structured intake process, including prioritization, troubleshooting, communication, and documentation; ability to analyze recurring issues and propose preventive improvements.
Comfort managing work intake and delivery through a Jira backlog.
Experience with sandbox environments, testing and UAT, and deploying changes using change sets and/or DevOps tools.
Demonstrated Business Analyst skills, including requirements elicitation, process mapping, writing user stories and acceptance criteria, and partnering with stakeholders to drive decisions and outcomes.
Strong understanding of the Salesforce data model and security/access model.
Proficiency with data-loading and mass-update tools, with a commitment to data quality and governance.
Salesforce Platform Administrator certification.
Salesforce Platform Administrator II certification or equivalent experience.
Strong problem-solving and configuration troubleshooting skills, with the ability to translate business needs into scalable Salesforce solutions and document tradeoffs.
Attention to detail and commitment to quality, including testing, regression awareness, and clean configuration.
Customer-service orientation and ability to build trust with users across departments.
Clear written and verbal communication skills, including communicating technical and functional requirements to non-technical stakeholders.
Collaborative, proactive, continuous-improvement mindset, and willingness to stay current on Salesforce releases and administration best practices.

Nice To Haves

Bachelor’s degree in Computer Science, Information Systems, or a related field.
Familiarity with, or strong interest in enabling, Salesforce DevOps Center.
Experience administering Account Engagement and aligning marketing automation with Salesforce CRM data.
Experience supporting Experience Cloud sites or portals, including external-user provisioning and access troubleshooting.
Hands-on experience with Conga CPQ & Billing or similar CPQ/billing solutions in a Salesforce environment.
Experience with data-quality and deduplication tools, reporting standards, and KPI enablement across multiple departments.
Salesforce Platform App Builder, Salesforce Business Analyst, or Salesforce Sales/Service Cloud Consultant certification.

Responsibilities

Administer and optimize Sales Cloud and Service Cloud for more than 275 users across departments and locations, supporting system performance, reliability, and adoption.
Configure and maintain Salesforce objects, fields, page layouts, Lightning pages, validation rules, assignment rules, approval processes, email templates, and declarative integrations where applicable.
Build and maintain reports and dashboards; work with stakeholders to define KPIs, standardize reporting definitions, and improve data visibility and decision-making.
Monitor Salesforce releases and recommend platform improvements, deprecation of underused components, and capabilities aligned with business needs.
Design, build, maintain, debug, and govern scalable Flow Builder automation, including record-triggered, scheduled or auto-launched, and screen flows.
Manage user access and the security model, including profiles, permission sets and groups, role hierarchies, sharing and restriction rules, public groups, queues, user policies, and delegated administration.
Troubleshoot and resolve user access issues involving permissions, sharing, and record visibility.
Own and resolve daily support tickets through Ivanti, including intake, triage, troubleshooting, root-cause analysis, stakeholder communication, documentation, and escalation; identify trends and recommend preventive fixes.
Manage work intake and delivery through the Jira backlog, keeping prioritization, status, and updates current.
Perform data imports and exports, deduplication, data-quality monitoring, and ongoing data hygiene using data-loading tools; help define and enforce data standards.
Facilitate discovery sessions, document current- and future-state processes, elicit and refine requirements, and write user stories and acceptance criteria.
Participate in story grooming and refinement led by the Delivery Manager and help maintain a prioritized backlog with the Director, Delivery Manager, and business owners.
Translate requirements into solution designs, configure and test changes, and coordinate UAT, including test scripts, support, and sign-off.
Deploy changes using change sets or DevOps tools under the Delivery Manager’s release process, and complete post-release validation and hypercare.
Support the Delivery Manager in enabling Salesforce DevOps Center within approximately 12 months, including process definition, environment strategy, and deployment governance.
Support and administer Account Engagement (Pardot) fundamentals as needed, including prospects, segmentation, forms, engagement programs, and connected campaigns; partner with Marketing on best practices and data alignment.
Support and administer Experience Cloud sites as needed, including external-user provisioning and access troubleshooting.
Provide administration support for Conga CPQ & Billing, including configuration support, user access, issue triage, and coordination with internal or external resources for complex changes.
Maintain configuration notes, runbooks, data definitions, and how-to guides, and deliver end-user training for new features and process changes.