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Salesforce Support Administrator
San Francisco, California  |  Onsite
Contract Position
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Applied on November 27, 2021
Job Id #51765 Posted October 29, 2021

Description:
  • Our client in the banking industry is seeking a Salesforce Support Administrator.
  • This role will support the business users of Salesforce for the Wealth Management business line as part of a team under the Business Architect of Advisory Platforms.
  • The individual will work directly with Salesforce Users (approx. 2500) as well as key Business Line leadership.
Responsibilities:
  • Acts as a Relationship Manager to the Wealth Management business users of the Salesforce tool.
  • Provides level 2 end user support and performs daily administration for the Wealth Management Salesforce database.
  • Articulate verbal communication skills are required.
  • Key point of contact for user support and problem solving. Assists employees and technical staff to investigate, analyze, and resolve application issues related to system functionality.
  • This role calls for a deep technical understanding of the Salesforce platform related to User Profile management, List Views, Reports and Dashboards
  • Directly responsible for preparations necessary to onboard new users and maintaining User Profiles ensuring adherence to Client’s security access compliance requirements.
  • Manages Salesforce user profile set up, client and opportunity team updates. Hosts new user checkpoint support calls addressing questions and issues.
  • Oversees Case Management to include entering new, providing daily administration ensuring cases are clearly documented and updated with status changes.
  • Works with the business line to prioritize case requests.
  • This role will work with cross functional teams and business stakeholders to help define and document business requirements for the CRM application.
  • Directly responsible for documenting cases and must have analytical skills to assess the business need.
  • Documentation of the case requires the full understand of the business use case, analysis of downstream impacts and end to end processes.
  • Acts as a liaison between the Business Line and technology supporting the projects and objectives of the business.
  • Responsible for communicating the Case requirements with technology team to ensure full understanding. Runs weekly meetings and tests cases before deployment.
  • Informs the business line and training teams about Salesforce upgrades and releases of new functionality.
  • Assists training and communication teams by providing key messages related to new and enhanced
  • Creates and maintains public List Views, Reports and Dashboards.
  • Provides support and assists in the testing process and production validation.)
  • Handles mass changes to teams, data uploads using various tools including data loader
  • Able to travel with training team to address new user rollouts as needed (0-50%)
Basic Qualifications:
  • CRM Experience – SalesForce.com administration experience is required (Sales Cloud and Wealth Management environment is preferred)
  • Prior experience in applicable CRM business line support position
  • Strong verbal and written communication skills (Verbal communication strength is a must)
  • Superior interpersonal relationship building and leadership skills
  • Communicate effectively with business partners and stakeholders to assess support needs, assist in the identification of business needs
  • Ability to thrive in a fast-paced work environment and manage multiple projects simultaneously
  • Ability to conduct an analysis of business needs, including scheduling meetings, planning agendas, conferring with business line leaders, documenting and making verbal and written presentations
  • Advanced technical skills including Microsoft Office, SharePoint
  • Bachelor’s Degree or equivalent work experience
Preferred Skills/Experience:
  • Experience supporting Wealth Management, Trust and Investment or banking business lines
  • Salesforce Certified Administrator (ADM201)
  • Previous experience onboarding new users onto Salesforce or other CRM suite; ability to apply experience and best practices with SFDC or other CRM suite into optimal business solutions.
  • Prior experience with Agile/Scrum methodology
  • SOQL skills and experience using Apex data loader

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact hr@horizontal.com.

All applicants applying must be legally authorized to work in the country of employment.

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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.

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