Customer Service System Administrator (Inhouse System)

Job Description:

• Hands-on configuration of all new and existing Customer Service inhouse system features including user management, security, custom objects, page layouts, validations workflows, flows, process builders, and other 3rd party applications
• Manage Customer Service System (inhouse system) application including support requests and escalated administrative needs of users by providing prompt and complete resolution to technical challenges and business support issues
• Partner and consult with the business to identify and define business requirements and initiate and prioritize enhancement, gap analysis and prepare user stories
• Build and fine-tune custom reports, dashboards, and workflows
• Run adoption and data-quality dashboards
• Manage operational requests and reporting including customer analysis and individual views; and troubleshoot issues
• Examine time-based workflow and scheduled APEX queues to make sure there are no unexpected entries
• Examine Customer Service inhouse system error and debug logs
• For any external application that synchronizes data with Customer Service System (inhouse system), look at its error logs to see if a new error pattern has developed
• Maintain database and data records for integrity; ownership; and accuracy including cleansing and duplicate record management
• Evaluate and effect new releases; bug fixes; and updates Customer Service System (inhouse system) 
• Determine functionality requirements and provide detailed information on how changes will apply to all affected departments/users

Requirements:

• Bachelor's degree in Computer Science, Information system or related field
• Minimum 1-2 years of equivalent work experience
• Have Salesforce Admin Certificate
• Excellent Documentation and communication skills, both written and verbal
• Demonstrated ability to work with different stakeholders and prioritize/manage multiple projects
• Well-versed in Excel (pivot tables, lookups) and organized with high attention to detail