Salesforce Administrator

Durham County

Salesforce Administrator  

Job Title: Salesforce Administrator 

Location: Hybrid, quarterly in-person meetings- Durham, NC 

Position Type: Full-Time, Exempt 

Reports to: Director of Data Systems 

 

Background: 

Family Connects International (FCI) is an independent 501c3 non-profit, providing training and technical support for the implementation of the evidence-based Family Connects Model, developed at Duke University. Family Connects (FC) 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 a 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 Salesforce Administrator should enjoy engaging with users, as well as translating new business processes into technical solutions. They will own all aspects of the customer experience, from receiving and acknowledging help requests, assigning tickets, resolving tickets, ensuring customer satisfaction, and identifying challenges that require new solutions. The administrator is a proactive communicator, a problem-solver, and a persistent technician who will stick with the challenge until it is resolved to the client’s satisfaction. They will be a friendly and reliable partner to hundreds of nurses and public health leaders around the nation who rely on the Family Connects centralized database to improve outcomes for families.   

 

Job Responsibilities: 

  • Lead all aspects of user and license management, including new user  setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules.  
  • Manage the process of User Support Tickets from start to finish; receiving and acknowledging support tickets, assigning tickets, and ensuring that they are resolved to the customer’s satisfaction promptly.  
  • Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, apps, dashboards, and reports.  
  • Sandbox environment management.  
  • 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.  
  • Identify unused or underutilized platform features.  
  • Help in maintaining a platform roadmap, define priorities, based on 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 Salesforce Optimizer.  
  • Support requirements gathering from community partners, internal staff, and cross-functional teams. 
  • Translate user feedback and operational needs into technical requirements or process improvements. 
  • Assist with workflow mapping, documentation, and defining best practices related to Salesforce usage. 
  • Contribute to the creation, troubleshooting, and QA of monthly KPI snapshots. 
  • Support Tableau dashboard interpretation and assist with partner-facing data questions. 
  • Bridge communication between users and the Data team by identifying themes in support tickets and surfacing systemic issues. 
  • Provide comprehensive technical documentation.    
  • Continued professional development to maintain working knowledge of integrated applications.  

 

Required Qualifications: 

  • Strong Salesforce product knowledge and at least 2+ years of hands-on Salesforce administration experience. 
  • Trailhead Badges/Super Badges.  
  • Certified Salesforce Administrator.  
  • Excellent communication skills.  
  • Customer service orientation and problem-solving attitude.  
  • Proactive self-starter willing to manage tasks to execution.  
  • Desire to work in a dynamic, growing, mission-driven environment.    

 

Preferred Qualifications: 

  • Additional Salesforce certifications e.g., Advanced Administrator, Platform App Builder, etc.  
  • Bachelor’s/Postgraduate degree, or professional qualification. 
  • Experience configuring and maintaining Health Cloud and Experience Cloud. 

 

Physical Requirements: 

  • Extended sitting (up to 8 hours per day). 
  • Keyboarding. 
  • Ability to work in different (changing) locations. 
  • Ability to perform duties in an active environment with changes in climate and noise level. 
  • Ability to travel by air, train, and car.  

 

Pay Band: $83,000 - $103,000

 

At Family Connects International, 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 FCI a more innovative and impactful place to work, and we strive to make FCI 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. FCI 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.