Salesforce Adminstrator, Service Cloud

7 months ago

Toronto, Canada Canada Goose Inc. Full time

Company Description

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

**Job Description**:
The Salesforce Systems Administrator - oversees the operational day-day of the Service Cloud platforms. Working closely with business partners and the development team, this role will drive results focused on performance, security, integrations, and reliability.

**What You'll Do**:

- Manage Service Cloud platform security including roles, profiles, permission sets, sharing rules, flows, and groups to ensure configurations are in line with current standards and security practices.
- Implement and manage Service Cloud Voice functionality, integrating seamless voice interactions within the Salesforce platform, monitoring, and improving key performance metrics related to voice support.
- Manage operational requests including analysis, data management and troubleshooting platform production issues.
- Maintain and lead changes to the Service Cloud environments such as platform upgrades and release management.
- Work with business partners, external partners, and end users to improve processes and propose solutions that leverage Service Cloud Voice functionality.
- Coordinate with the internal IT team and external partners to resolve complex problems.
- Continuous development of documentation for process and standards
- Support IT governance activities such as quarterly access reviews and audits
- Participates in project meetings, design reviews, training, exercises, and other events as required in support of internal and external projects.
- Act as backup Administrator for other Salesforce platforms such as but no limited to Marketing Cloud, Commerce Cloud, Salesforce Shield

**Let's Talk About You**:

- Information Technology diploma/certificate in Computer Science or equivalent preferred
- 3+ years of hands-on Salesforce Service Cloud experience including at least 2 years designing and implementing Service Cloud Voice solutions.
- Understanding of Customer Service and Contact Center Operations with experience solving complex case management and omnichannel routing.
- Solid Understanding of the Salesforce Platform and its architecture
- Experience with the Azure platform
- Salesforce Certifications required preferably Salesforce Administrator, Salesforce Service Cloud Consultant or Experience Cloud Consultant.
- Experience with other Salesforce products would be an asset Marketing Cloud, Commerce Cloud, Salesforce Shield

Additional Information

**What’s in it For You?**
- A company built on Canadian roots and heritage
- Your work is recognized with a comprehensive and competitive Total Rewards Program
- Opportunities for career growth through numerous internal and external programs
- Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
- Be a part of _CG Gives_. Donation matching and paid volunteer time to help the organizations you care about
- Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
- Inspiring leaders and colleagues who will lift you up and help you grow

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

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