Senior Salesforce Administrator

Kipu Systems• US,

About The Position

Kipu is looking for a Senior Salesforce Administrator to lead how Kipu runs service and support on Salesforce, specializing in Service Cloud. The role involves moving the support process onto Salesforce, consolidating ticketing onto one platform, and building case management and support processes. The work is hands-on and declarative, focusing on designing and building within Service Cloud, including case management, queues and routing, the agent console, knowledge, automation, and reporting. The administrator will consolidate internal ticketing tools onto Salesforce and design intake, case management, and routing for various internal teams such as Finance, CSMs, Legal, and RevOps. This is a senior role on the Business Systems team, requiring ownership of the Service Cloud build and setting standards for its use. Security, access control, and HIPAA compliance are critical due to handling PHI, and the role involves partnering with integration and data teams. The administrator will also be responsible for managing sandboxes and maintaining a clean path to production.

Requirements

5+ years as a Salesforce administrator.
Salesforce certified, including Advanced Administrator and Service Cloud Consultant.
Hands-on Service Cloud experience: case management, queues and routing, the agent console, knowledge, and entitlements and SLAs.
Strong declarative automation skills: Flow, validation rules, and assignment rules.
Solid understanding of the security model: profiles, permission sets, sharing, and field-level security.
Experience building reports and dashboards.
Proven experience building support or case-management processes that real teams utilize.

Nice To Haves

Experience migrating a support process onto Service Cloud, from Zendesk or a similar tool.
Experience consolidating multiple ticketing tools onto Salesforce.
Experience building internal service or employee help-desk processes on the platform for teams outside of support.
Omni-channel, knowledge base, and CSAT or survey experience.
Experience with change and release management across sandboxes.
SaaS or high-growth experience.
Experience in Healthcare or behavioral health, where HIPAA and PHI shape build decisions.
Lead or sole admin experience, owning an org end to end.
Familiarity with systems Salesforce connects to, like NetSuite, CPQ, and a warehouse.

Responsibilities

Design and build in Service Cloud: case management, queues, omni-channel routing, assignment and escalation, the agent console, knowledge, and CSAT.
Plan and run the move of the support process, mapping the current process, migrating data, and ensuring continuity of service.
Bring internal ticketing tools onto Salesforce, establishing one platform with unified standards.
Design intake, case management, and routing for internal teams like Finance, CSMs, Legal, and RevOps, transforming their request-and-resolve workflows into clean, supportable processes.
Build declaratively using Flow, validation rules, assignment rules, and entitlements and SLAs.
Manage users, profiles, permission sets, and the security model, ensuring the org is clean and documented.
Build reports and dashboards to monitor service health, including volume, resolution time, SLA, and CSAT.
Support adoption of the platform by the teams for whom processes are built.
Build to HIPAA standards, including access controls, least privilege, and field-level security.
Manage sandboxes and maintain a clean path to production.
Work with the Integration Engineer and data team on Salesforce connections.
Partner with business teams on the processes built for them.