Salesforce Administrator (Technical Services)

Requisition #1685, Salesforce Administrator

Technical Services

About Us

At Netwrix, our mission is to revolutionize data security by placing identity at the core - providing unparalleled visibility and control. Engineered and supported by over 900 highly talented, motivated employees and hundreds of trusted partners in nearly every geography, Netwrix solutions are relied upon daily by security professionals across more than 15,000 organizations in over 100 countries around the world.

Over the past two decades, Netwrix has expanded its market presence through innovation, organic growth, and strategic acquisitions, and are proud to be backed by renowned private equity firms, TA Associates and Centerbridge Partners. Netwrix maintains a global presence, fostering a remote-first work environment while encouraging and facilitating frequent face-to-face interaction with colleagues, customers, and partners.

Position Overview

We are seeking an experienced Salesforce Administrator to support and maintain our Salesforce platform, with a particular focus on Service Cloud, Support, Professional Services, and Technical Services. The ideal candidate will have a strong background in configuring and customizing Salesforce solutions to meet business requirements, optimizing user productivity, and ensuring data integrity across the platform. You will work closely with various departments including customer support, IT, and professional services teams to enhance operational efficiencies through the effective use of Salesforce. 

Responsibilities

• Salesforce Administration:
  • Serve as the primary system administrator for the Salesforce platform (Service Cloud focus).
  • Handle all basic administrative functions, including user account maintenance, reports, dashboards, workflows, and other routine tasks.
  • Manage data imports/exports, ensuring data accuracy and quality.
  • Implement and manage custom objects, formula fields, workflows, approval processes, and other configurations.
  • Ensure ongoing Salesforce updates and releases are well-managed with minimal disruption.
• Service Cloud & Support:
  • Design and optimize Service Cloud features such as Cases, Knowledge, Omni-Channel, Live Agent, and Service Console.
  • Work with the Support and Technical Services teams to streamline case management processes.
  • Ensure that Salesforce is integrated effectively with other support and professional service tools for enhanced customer satisfaction.
  • Create and maintain service-level agreements (SLAs) within Salesforce.
  • Experience with Einstein agent creation and management
• Professional Services & Technical Services:
  • Collaborate with Professional Services and Technical Services teams to configure Salesforce for project management, resource management, and time tracking.
  • Provide ongoing support to ensure these teams can efficiently manage client engagements, project timelines, and service deliverables.
  • Develop custom reporting and analytics to track key performance indicators (KPIs) for Professional Services and Support.
• Process Improvements & Automation:
  • Identify opportunities for process automation within Salesforce using workflows, Process Builder, Flow, and other tools.
  • Collaborate with cross-functional teams to document and implement best practices for using Salesforce in Professional Services and Support.
  • Propose and implement system enhancements that improve service delivery and user experience.
• User Training & Support:
  • Train and support users across the organization on Salesforce best practices and newly implemented features.
  • Create training materials and maintain knowledge articles for end users.
  • Troubleshoot issues as needed and act as the point of contact for Salesforce support requests.

Qualifications 

• Education:  
  • Bachelor’s degree in Computer Science, Information Systems, or related field preferred, or equivalent work experience.
• Experience:  
  • 3+ years of experience as a Salesforce Administrator.
  • Expertise in Salesforce Service Cloud required.

• Experience in Professional Services Automation (PSA) solutions within Salesforce is a plus.
• Proven track record in supporting CRM systems and assisting in customer service workflows.

• Certifications:  
  • Salesforce Certified Administrator required.
  • Salesforce Service Cloud Consultant certification preferred.
• Technical Skills:
  • Proficient in Salesforce Lightning Experience and Service Cloud.
  • Familiarity with case management systems, customer support best practices, and SLA tracking.
  • Experience with data management (data migration, validation, reporting, etc.).
  • Basic understanding of Salesforce integrations (APIs, middleware).
  • Familiarity with Professional Services tools and concepts (project tracking, time tracking).
• Soft Skills:
  • Strong analytical, problem-solving, and organizational skills.
  • Ability to work independently and as part of a cross-functional team.
  • Excellent written and verbal communication skills.
  • Ability to manage multiple priorities and projects simultaneously

Why You’ll Love Working at Netwrix

• Competitive Health Benefits
• Continuous Learning and Development Opportunities
• Team-Oriented, Collaborative, and Innovative Work Environment
• Regular Company Town Halls to Keep You Informed
• Opportunities for Career Growth and Advancement

We pride ourselves on a culture that truly values employee input across various backgrounds and experiences. We look forward to welcoming new talent who can help us further our mission.

Netwrix Corporation and its wholly owned subsidiaries are Equal Opportunity Employers (EEO) and welcome all applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Please let us know if you require any accommodation.