Platform Administrator – Salesforce Service Cloud, CCaaS

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

💵 $75 200 - $91 900 / an

⏰ Temps Plein

🟢 Junior

🖥️ Administrateur

🚫👨‍🎓 Aucun diplôme requis

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SharkNinja

Site WebLinkedInTous les Emplois

1001 - 5000 employés

Fondée en 1994

💰 Private Equity Round en 2017-08

Consumer Goods • Home Products

SharkNinja est une entreprise axée sur la résolution des besoins des consommateurs, qui conçoit des produits ayant un impact positif sur la vie des personnes à la maison. Reconnue pour son innovation et son exigence de qualité, SharkNinja commercialise une gamme de produits sous les marques Shark® et Ninja®, incluant du petit électroménager et des technologies beauty tech. L’entreprise place la durabilité au cœur de sa stratégie via des initiatives telles que l’économie circulaire et l’approvisionnement responsable, et promeut activement la diversité, l’équité et l’inclusion. SharkNinja s’associe à des personnalités comme David Beckham et collabore avec des franchises populaires, telles que Wicked d’Universal Pictures, afin de renforcer sa présence sur le marché. Avec un fort engagement auprès des communautés et des pratiques commerciales éthiques, l’entreprise continue d’étendre sa présence à l’international.

Description

• Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence. • Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components. • Assist with creating and maintaining Flows, validation rules, and automation to support service operations. • Maintain system configuration, documentation, and governance standards. • Support data management activities including imports, updates, and data quality monitoring. • Assist with DevOps and release management processes across sandbox and production environments. • Support configuration migrations, deployments, and release validation. • Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking. • Maintain version control practices and release documentation. • Help improve CI/CD processes and deployment automation as the platform evolves. • Monitor platform performance and proactively identify issues affecting service operations. • Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams. • Support system upgrades, new feature releases, and configuration updates. • Ensure platform changes follow established governance, security, and compliance standards. • Assist in maintaining CX reporting and dashboards within Salesforce. • Support data integrity and structured data models that enable insights into the customer journey and service operations. • Help analyze operational data to identify improvement opportunities within workflows and case management processes. • Work closely with CX developers and architects to implement enhancements and new platform capabilities. • Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes. • Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations. • Maintain documentation for system configurations, workflows, and integration points.

🎯 Exigences

• 1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform. • Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation. • Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices. • Strong attention to detail and ability to manage system configuration accurately. • Strong analytical and troubleshooting skills. • Ability to work cross-functionally with technical and business teams.

🏖️ Avantages

• medical insurance • dental insurance • vision insurance • flexible spending accounts • health savings accounts (HSA) with company contribution • 401(k) retirement plan with matching • employee stock purchase program • life insurance • AD&D • short-term disability insurance • long-term disability insurance • generous paid time off • company holidays • parental leave • identity theft protection • pet insurance • pre-paid legal insurance • back-up child and eldercare days • product discounts • referral bonus program • and more.