Salesforce Administrator / Service Cloud

At Mitratech, we are a team of technocrats focused on building world-class products that simplify operations in the Legal, Risk, Compliance, and HR functions of Fortune 100 companies. We are a close-knit, globally dispersed team that thrives in an ecosystem that supports individual excellence and takes pride in its diverse and inclusive work culture centered around great people practices, learning opportunities, and having fun! Our culture is the ideal blend of entrepreneurial spirit and enterprise investment, enabling the chance to move at a rapid pace with some of the most complex, leading-edge technologies available.

Given our continued growth, we always have room for more intellect, energy, and enthusiasm - join our global team and see why it's so special to be a part of Mitratech!

Job Overview 

Mitratech is looking for a Salesforce Administrator / Service Cloud to join our Data Operations Team. This role will focus on ensuring the efficient and effective use of the Salesforce platform to support an organization's support objectives. This role will be a part of the Data Operations Team, a part of the larger Operations Team. This person will be a trusted partner and will be involved in strategic projects throughout the business

Essential Duties & Responsibilities:

1. System Configuration and Maintenance

• Configure and maintain the CRM to meet stakeholder requests
• Perform regular system audits, prepare for upgrades, and ensure data integrity.
• Manage user roles, profiles, sharing rules, workflows, and groups.
• Create and manage custom objects, fields, formulas, validation rules, and page layouts.

• Customize the CRM per stakeholder requests utilizing Salesforce automation tools such as Object Manager and Flow
• Collaborate with developers to create custom solutions using Apex and Visualforce, as needed.
• Manage and configure third-party applications and integrations with Salesforce.

• Implement and manage automation tools such as flows, email-to-case, and case-routing processes to streamline business processes.
• Identify areas for process improvement and recommend solutions to enhance efficiency.

• Collaborate with cross-functional teams including support, sales, customer success, and IT to gather requirements and develop solutions.
• Communicate effectively with stakeholders to understand their needs and translate them into technical requirements.
• Act as a liaison between technical teams and business units.

Essential Duties & Responsibilities:

1. Data Management

• Ensure data quality and integrity within the CRM through regular data cleansing and data uploads.
• Perform data imports, exports, and updates using data-loader or similar tools.
• Implement and manage data backup and recovery processes.

• Create and manage complex reports and dashboards to provide actionable insights to business stakeholders.
• Monitor and analyze the effectiveness of support data and dashboards.
• Work with management to prioritize business and information needs.

• Ensure compliance with data privacy and security policies.
• Implement security measures such as permission sets, field-level security, and sharing rules to protect sensitive data.
• Stay current with Salesforce releases and industry regulations to ensure the system remains compliant.

• Manage Salesforce-related projects from inception to completion, ensuring timely delivery and adherence to project goals.
• Develop project plans, timelines, and resource allocations.
• Coordinate with vendors and third-party consultants as necessary.

By fulfilling these duties and responsibilities, a Salesforce Administrator / Service Cloud plays a crucial role in ensuring the efficient and effective use of the Salesforce platform to support business operations and drive organizational success.

Requirements & Skills:

• Demonstrated experience with SFDC and Microsoft/Google suite.
• Experience in Data Operations, Revenue/Sales/Customer Success operations/analytics, support administrator, or any similar role.
• Experience working within an Enterprise, SaaS, or high-tech company is ideal.

• Operationally minded, learn systems quickly, and have a knack for applying technology and systems to processes.
• Excellent communication skills, verbal and written, and are just as comfortable gathering requirements from non-technical business users as you are communicating these requirements to others.

• Ability to prioritize and handle multiple requests simultaneously without sacrificing strategic thinking and tactical execution skills.
• Can build trust, be assertive when required, and show initiative and enthusiasm.
• Assertiveness and ability to navigate ambiguity by constantly forming and testing hypotheses and making sure to validate all assumptions with data.
• Drives focus on simplifying complex solutions and processes.
• Excellent attention to detail

Education:                         

• Bachelor’s degree or equivalent relevant experience required

We are an equal-opportunity employer that values diversity at all levels. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.