Salesforce Administrator - Family Connects International

Job Title: Salesforce Administrator
Location: Durham, NC, (Hybrid schedule with periodic in-person All Hands meetings)
Position Type: Full-Time, Exempt
Reports to: Director of Data Systems
Pay Band: $75,000-$85,000
Benefits: Learn about Family Connects International Benefits Package

Job Description:

Are you a Salesforce administrator who wants to use your skills and expertise to make a difference? Do you enjoy working in a dynamic, growing, mission-driven environment where most people wear many hats? Family Connects International is looking for a problem-solver and great communicator to join our small yet mighty Data Team.

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. 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.

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 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. They are 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.

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. 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 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, 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 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; and

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; 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, et;

Bachelor’s/Postgraduate degree, or professional qualification; and/or

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 in air, train, and car.

To Apply:
Please send all resumes and letters of intent to careers@familyconnects.org. In the subject line of your email, include “Salesforce Administrator”.

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.