Job Title: Salesforce Administrator
Location: Remote, with required attendance at all scheduled in-person staff retreats in Durham, NC. The current cadence is two 3-day retreats annually.
Position Type: Full-Time, Exempt
Reports to: Director of Data Systems
Background:
Family Connects (FC) is an independent 501c3 non-profit, that provides training, implementation support, and national leadership for the expansion of the evidenced-based Family Connects Model, developed at Duke University. The Family Connects model is a community-based program supporting new parents in caring for their newborns, offering physical assessments of the postpartum person and infant, addressing questions about caring for a newborn, providing supportive guidance, and helping them access any needed community services or resources.
Occupational Summary:
The Salesforce Administrator is the central point of contact for FCI’s Health Cloud database system, empowering hundreds of users to leverage their own data to improve the lives of families with newborns. The Administrator’s role is to ensure that users have the training and tools to use the database successfully, to troubleshoot and resolve any challenges faced by users, and to use what they learn to contribute to ongoing system enhancements. The Administrator applies deep Salesforce and Salesforce Health Cloud expertise while maintaining a strong understanding of HIPAA requirements, including complex situations involving data visibility, user permissions, and system access. They ensure compliance is monitored, traced, and documented from the initial user support ticket through administrative resolution.
The Salesforce administrator should enjoy engaging with users and translating new business processes into technical solutions. They will own every aspect of the customer experience, from receiving and acknowledging help requests, assigning tickets, resolving tickets, ensuring customer satisfaction, and identifying challenges that require new solutions. They will be a friendly, reliable support partner to hundreds of nurses and public health leaders nationwide who rely on the Family Connects centralized database to improve family outcomes.
Job Responsibilities:
- Lead all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
- Maintain and administer Salesforce Health Cloud in alignment with HIPAA policies, data privacy requirements, and internal access control standards, ensuring compliance-related actions are traceable from initial user activity through resolution and administrative documentation
- Manage the process of user support tickets start to finish receiving and acknowledging support tickets, assigning tickets, and ensuring that they are resolved to the customer’s satisfaction in a timely manner
- Salesforce configuration changes, including but not limited to workflow, process builder, assignment rules, approval processes, fields, page layouts, record types, apps, dashboards, and reports
- Manage Salesforce sandbox environments
- Assist with user training and creation of training materials
- Identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience
- Help create and groom user stories or optimal system experience
- Identify unused or underutilized platform features
- Help to create a platform roadmap and define priorities, liaising with stakeholders
- Support the communication of any platform changes to end users and stakeholders
- Data management to improve salesforce data quality, implementing rules and automation as needed
- Proactive system maintenance including security reviews, release updates, health check, and optimizer
- Monitor and improve user adoption
- Provide comprehensive technical documentation
- Continued professional development to maintain working knowledge of integrated applications
Required Qualifications:
- Strong Salesforce and at least 2+ years of hands-on Salesforce administration experience
- Trailhead Badges/Super Badges
- Certified Salesforce Administrator
- Demonstrated experience administering Salesforce in an environment that requires strong data privacy, security, and access control practices
- Working knowledge of HIPAA policies and procedures, including the ability to apply HIPAA requirements to nuanced situations involving protected data, user access, system permissions, and administrative documentation
- Experience working with ETL Tools such as Data Loader, Import wizard and Workbench
- Experience working within SLA’s and typical help desk environments
- Excellent communication skills
- Customer service orientation and problem-solving attitude
- Proactive self-starter willing to manage tasks to execution and
- Desire to work in a dynamic, growing, mission-driven environment where most people where many hats.
Preferred Qualifications:
- Additional Salesforce certifications e.g., Advanced Administrator, Platform App Builder, Health Cloud Certification, etc.
- Bachelor’s/Postgraduate degree, or professional qualification and/or
- Experience configuring and maintaining Health Cloud and Experience Cloud
- Mulesoft Experience
- Omniscript Experience
- Tableau Experience
Physical Requirements:
- Extended sitting (up to 8 hours per day)
- Keyboarding
- Ability to travel by air, train, and car
Pay Band: $80,000 - $100,000 per year; alignment within pay band based on direct relevant experience. All travel expenses are covered under FC policy.
At Family Connects, great ideas are generated by interdisciplinary teams. We support a collaborative environment and value teammates with different ideas, experiences, and perspectives. We believe that having a diverse team makes FC a more innovative and impactful place to work, and we strive to make FC a welcoming and inclusive place for all. We do not discriminate on the basis of race, religion, age, sex, national origin, disability status, sexual orientation, or gender identity or expression. FC is an equal opportunity employer, and we strongly encourage people from diverse racial, ethnic, and cultural backgrounds, LGBTQ+ individuals, and people with disabilities to apply.