Salesforce Support Analyst/Administrator

Andersen Corporation•Cottage Grove, MN

49d•$77,255 - $119,000

About The Position

Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members' personal and professional growth, and celebrating our differences. We are committed to an inclusive workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they're most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you. The Salesforce Systems Administrator is a mid-level technical position dedicated to the support and management of Salesforce applications and their integration with enterprise platforms such as MuleSoft, Azure, and BAAN. This role emphasizes hands-on system configuration, documentation, and the implementation of production fixes to ensure operational continuity. It plays an active role in agile delivery processes, including the development of user stories, maintenance of production knowledge resources, and participation in scrum ceremonies. Effective communication with end users and stakeholders is essential to promote timely updates, issue resolution, and cross-team collaboration.

Requirements

Bachelor's degree (Computer science, Management Information Systems, Information & Communication technologies preferred) with an emphasis in a specific technology area or equivalent work experience and technical training
Minimum 3 years of hands-on experience supporting Salesforce enterprise orgs, including implementations of Sales Cloud, Service Cloud, and Experience Cloud
Experience with Salesforce platform tools such as Flow, Process Builder, Validation Rules, and Lightning App Builder
Understanding of data management best practices, including data imports/exports, deduplication, and data integrity
Knowledge of Salesforce security model, including profiles, roles, permission sets, and sharing rules
Experience with third-party integrations and middleware platforms such as MuleSoft or APIs
Strong verbal and written communication skills, proficient in the ability to express low to medium level technical concepts in business terms
Strong analytical, problem-solving, and conceptual skills
Strong interpersonal skills; ability to work well on cross-functional project teams and foster team commitment to tasks

Nice To Haves

Salesforce Administrator Certification preferred; additional certifications (e.g., Advanced Administrator, Platform App Builder) are a plus

Responsibilities

Serve as the Product Team escalation point for Tier I or Tier II system support needs
Create and maintain our knowledge management documents and protocols for self-service and Tier I/II support teams
Establish escalation path templates and processes supporting the applications in the Retail operations capabilities
Participating in Product Team Agile ceremonies
Apply advanced problem-solving and collaboration skills to support, maintain, and administer Salesforce environments, including integrations to cross platforms.
Identify and implement automation and process optimization opportunities within Salesforce and its connected systems.
Respond promptly to production issues, ensuring thorough incident communication, adherence to incident management protocols, and completion of root cause analysis.
Collaborate closely with the Product Team to translate identified defects into actionable user stories, ensuring timely inclusion in the product backlog via Jira for resolution planning and prioritization.
Communicate technical requirements, issues, and updates clearly to non-technical stakeholders and management.
Monitor system performance and user activity to proactively identify recurring issues, anomalies, or potential bugs across Salesforce applications and integrated platforms, leveraging automated alerts and monitoring tools to ensure timely detection and response.
Participate in a 24/7 on-call rotation to support critical Salesforce operations and ensure system uptime.
Collaborate with Salesforce support and third-party vendors to resolve platform-related issues and ensure alignment with the latest Salesforce releases and updates.
Provide mentorship and guidance to junior Salesforce administrators and support staff.