Job Title: Senior Salesforce Administrator
Reports To: Chief People & Operations Officer
Department: Department of Evaluation and Learning
Position Summary:
Jewish Family & Children's Service (JF&CS) is looking for a Senior Salesforce Administrator to step into our Database Systems Manager role. The ideal candidate will have a deep understanding of the Salesforce platform, who can understand both our current software solutions (Exponent Case Management, 3rd party integrations) and our business objectives, to quickly identify areas of improvement and manage the product road map. This proactive individual will have a strategic focus to help us continually improve and enhance our Salesforce platform, liaising with stakeholders at all levels to gather requirements and feedback and design scalable best practice solutions. They should also be comfortable with change management and governance, as well as communicating, prioritizing and managing all aspects of a Salesforce project. The Senior Salesforce Administrator will supervise the Database Administrator, who is primarily responsible for day-to-day end-user support, training, configuration and automation maintenance, and delivering actionable analytics. As part of the Client Systems Database Team, you will contribute to an environment of continuous learning, reflection, and program improvement with the ability to translate technical information into layman's terms, clearly explaining design options and their potential impact, and manage implementation.
Our client database supports committed social service professionals across the agency to get the most out of our client database system, therefore the Senior Salesforce Administrator should enjoy all aspects of user management including support tickets, training, and designing solutions with user satisfaction as a priority. The SSA partners with the Evaluation Manager and all departments within JF&CS, assisting programs with the creation of processes that make their work more efficient and support their ability to service clients better. Projects vary in size and scope from short 5–10-hour projects to new "builds" requiring 200+ hours. The Sr. Salesforce Admin will be the critical staff member to work with staff to understand pain-points and define projects to address solutions to these issues. The Client Data department utilizes consultants to assist in development and implementation of projects.
The Sr. Salesforce Administrator and the Database Administrator work together to support and encourage communication that is respectful and supportive of the learning styles and ensures that employees of JF&CS receive the day-to-day support they need to utilize ECM in the most effective way possible.
JF&CS Overview
JF&CS helps individuals and families build a strong foundation for resilience and well-being across the lifespan, from infancy to old age. Serving more than 14,000 people each year, JF&CS focuses on meeting the needs of new parents and their children, older adults and family caregivers, children and adults with disabilities, and people experiencing poverty, hunger, or domestic abuse. JF&CS is guided by Jewish values of social justice and inclusion and serves people of all faiths and backgrounds. JF&CS has approximately 150 Salesforce users. We are based in Waltham, where office staff mostly work a hybrid schedule; and we have a small office in Worcester. We also employ front-line in-person staff in day programs in Canton and Waltham, in residential programs in Brighton and Newton.
Key Responsibilities:
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Oversee and project manage short- and long-term priorities and operation of Client Data department
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Define and manage quarterly release of updates to JF&CS' Salesforce org. Releases will improve the end-user experience: fixing ongoing issues, creating new workflows and streamlining data collection.
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Project Manage and lead implementation of new "builds" with Database Administrator and program staff.
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Salesforce Configuration: Use Lightning App Builder, Object Manager, Flows, Sharing Settings, DLRS, SuperClone Pro, and other Salesforce tools to customize user experience to each program's needs.
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Troubleshoot and fix technical Salesforce issues as they arise.
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Reporting and Data Analytics: In collaboration and with the guidance of the Evaluation Manager, prepare and update reports, dashboards, and pre-filled documents. Currently, we use Salesforce custom reports and dashboards, Microsoft PowerBI and Titan, though we are working to transition away from PowerBI and Titan. Prepare instructions for building reports using the tools listed above for contractors doing reporting, monitor contractor progress, test deliverables.
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Train and supervise the Salesforce Database Administrator
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Create and update "how-to" documentation for end-users and provide hands-on training when required.
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Staff Assistance: Provide hands-on "how-to" support for staff to supplement the Database Administrator.
Your commitment to data quality and accuracy, exceptional customer services skills along with database management skills will make you an ideal candidate for this role. JF&CS is continually evolving in our use of data and as a result, this position offers opportunities for ongoing learning.
Qualifications:
- Ability to prioritize multiple projects while adhering to deadlines
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A track record of self-directed learning
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High level of Excel proficiency
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Five years of work experience using Salesforce and Lightning Experience, focused in database administration, building, etc.
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A desire to help advance a mission-based organization, through use of creativity and knowledge to make database solutions durable over the longer term. People oriented approach to troubleshooting with customers
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Passion and skill for both hands-on troubleshooting and customer service and large-scale database architecture and oversight.
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Excellent writing and communication skills
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Desire to learn and grow in the role
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Bachelor's degree with Advanced Administrator Salesforce Certification or commensurate experience.
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The following experience is a plus:
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Experience using Help Scout or other help desk software
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Experience using Asana or other project management software
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Familiarity with FormTitan or Power BI
ABOUT US
For more than 150 years, Jewish Family & Children's Service has been helping individuals and families build a strong foundation for resilience and well-being. We intentionally serve and employ people of ALL faiths, backgrounds, cultures, and abilities.
We have a strong culture of professional development, work-life balance, and promotion from within.
JF&CS is an equal opportunity employer who serves and employs people of all cultures and faith traditions and highly values diversity, equity and inclusion. Employment opportunities are available to all without regard for race, color, national or ethnic origin, religion, age, sex, gender, gender identity and expression, sexual orientation, marital status, veteran status, disability.
