The role will support the Commodities and Global Markets who are currently implementing a new instance of Salesforce that will eventually consolidate other CRMs currently in use across the group. Once fully implemented, this Salesforce instance will enable CRMs to have a holistic view of our client interactions and better manage our sales pipeline, all while maintaining an appropriate a security model which manages our information barrier requirements required by the bank.
Summary of position:
The Salesforce Administrator will be responsible for the first line of support for the platform in the Americas region, implement a training program for users, build out the reporting and dashboard capabilities of the platform and help with the ongoing development of our salesforce.com deployment. The successful candidate will have a record of success in improving processes and adoption using the Force.com platform. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify develop/manage/deploy new/existing business processes including: Lead, Opportunity, Account and Interaction management. This role is part administrator and part Salesforce analyst. The Salesforce Administrator will be responsible for the executing on the day-to-day configuration, support, maintenance and improvement of our CRM platform.
Key Duties & Responsibilities:
Serve as primary system administrator for the Salesforce environment with about 150 users and expected to scale up to 1300 users globally in a few years
Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
Manage Salesforce data feeds and other integrations
Coordinate the evaluation, scope and completion of new development requests.
Design and execute a training program for new users, and grow the Salesforce skill set across the organization
Work with users, desk heads and management team to establish suitable processes to support administrative, development, reporting and change management activities
Work independently with business users and stakeholders to define and document development requirements
Effectively act as the liaison between our users, vendors and the global application development teams
Complete regular internal system audits and prepare for upgrades
Excellent stakeholder management skills and a positive attitude
Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
Creative and analytical thinker with strong problem-solving skills
Must demonstrate exceptional verbal and written communication skills
Must demonstrate ability to communicate effectively at all levels of the organization
Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes
Minimum two years of experience as a Salesforce administrator
Salesforce Admin (ADM201 and ADM301) certified
Sales Cloud, Service Cloud and Developer certifications preferred
Proven ability to design and implement new processes and facilitate user adoption.
Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
Strong understanding of Salesforce best practices and functionality
Strong data management abilities
A documented history of successfully driving projects to completion
A demonstrated ability to understand and articulate complex requirements
Previous experience working in a SCRUM or agile environment preferred
Experience in implementing a Salesforce user training program preferred