Salesforce Service Operations Administrator

1 month ago

Toronto, Canada Terrace Wellness Group Full time

At **_iHealthOX_**, our mission is to destigmatize mental health care, dismantle barriers to access, and empower individuals with the tools they need to proactively engage in their mental well-being. We leverage clinically validated assessments and personalized preferences to determine the unique needs of each user and recommend appropriate levels of care, such as licensed therapists, certified mental health coaches, or our library of self-serve digital courses and meditations. We are building a diverse team of driven, creative, and passionate individuals to join us in our mission to transform the way people live.

**iHealthOX Technology**

At iHealthOX, we believe that diversity, inclusion, and belonging are essential to mental well-being in the workplace, and we are committed to fostering these values within our team. If you're excited about this role, we encourage you to apply, even if you don't meet 100% of the qualifications listed.

As the Salesforce Administrator Lead - Customer Success, you will play a critical role in supporting the day-to-day needs of our Customer Operations team. Your primary focus will be hands-on management and optimization of all operational tools and systems to ensure they consistently function at their highest potential. You are a team player with a collaborative mindset, ready to tackle challenges head-on.

**Primary Responsibilities**:

- Collaborate with cross-functional teams to ensure the efficient use of the Salesforce platform.
- Provide Tier 1 production user support for Salesforce CRM systems, working closely with Engineering and Customer Success teams to maintain operational integrity.
- Offer technical support to local and remote users, identifying and escalating process or product quality gaps when necessary.
- Implement and audit CRM setups, including support for Salesforce, Service Cloud, Experience Cloud, Marketing Cloud, and Health Cloud.
- Act as a Help Desk for the organization, offering day-to-day operational and end-user support.
- Perform CRM health checks to ensure maximum functionality and efficiency.
- Continuously build and maintain CRM architecture, including workflows, automations, native integrations, customizations, formulas, process builders, custom objects, and more.

**What You’ll Do**:

- Provide end-to-end production support of all issues impacting operational tools and systems - from restoring service, to driving root cause analysis, all the way to identifying and implementing preventative measures.
- Configure Salesforce functions including custom objects, custom settings, profiles, roles, permission sets, Lightning Flow, validation rules, workflows, process builder, visual workflow, reports & dashboards.
- Build flows in Service Cloud flow builder to support automation based on business requirements.
- Determine when Salesforce can be a solution for requirements with configuration vs code.
- Document the technical requirements if Apex or Visualforce is needed.
- Conduct UAT sessions with users prior to releasing net new functionality.
- Manage a support request process and work queue.
- Participate in on-call and triage rotation.

**What We Look For**:

- Proven ability to design and implement new processes and facilitate user adoption.
- Strong data management abilities.
- Demonstrated ability to understand and articulate complex requirements and successfully drive projects to completion.
- Strong problem-solving abilities.
- Excellent communication skills.
- Previous experience working in a SCRUM or agile environment preferred.

**Qualifications**:

- Minimum two years of experience as a Salesforce administrator.
- Salesforce Certified Administrator required; Advanced Administrator, Platform App Builder, and/or Service Cloud Consultant certifications preferred.
- Experience building custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity.

***Secondary Responsibilities**:

- Maintenance of database for integrity and accuracy, including cleansing and duplicate record management.
- Manage Salesforce security, including roles, profiles, sharing rules, workflows, groups, and business units.
- Ongoing guidance to provide best practices, strategic direction, and recommendations on third-party apps.
- Assist in the training and on-boarding of new users and up-skilling of existing users. Service Cloud Administrator Example Tasks
- Implementation of a new Service Cloud or audit of an existing set up. Includes support for, Salesforce, Service Cloud, Experience Cloud, iImplement native connectors and available integrations with third party tools.

**Example **Tasks**:

- Creation and maintenance of assignments and escalation rules.Creation and maintenance of queues and routing, including Web-to-Case, On-Demand, and Live Agent. Working closely with our health teams.
- Creation and maintenance of self-service portal. Creation and maintenance of reports and dashboards.

**Marketing** C**loud Ta

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