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The Servicing Technology team focuses on Designing, Developing, Implementing, and Maintaining our Case Management System (CMS). CMS is the foundation for all omni-channel interactions, meant to enable world-class servicing for our Customer Service Associates and our diverse network of Client Customers and Merchants across the Globe.

As a Service Operations Administrator, you'll support Customer Operations’ day-to-day needs to ensure employees can access the systems and tools they need, when they need them, with the appropriate level of access. Your primary focus will be hands-on ownership across all operational tools & systems to make certain they are operating as expected continuously.

What We Look For

● Minimum two years of experience as a Salesforce administrator

● Administrator certification required

● Service Cloud Consultant, Advanced Administrator, Platform App Builder certifications preferred

● Working knowledge of Service Cloud Voice, Einstein Bots, Communities, and other Salesforce

applications

● Experience building custom apps and objects, formula fields, lightning flows, validation rules,

custom views, and other content of intermediate complexity

● Proven ability to design and implement new processes and facilitate user adoption

● Strong data management abilities

● Demonstrated ability to understand and articulate complex requirements, and successfully drive

projects to completion

● Previous experience working in a SCRUM or agile environment preferred

What You'll Do

● Provide end-to-end production support of all issues impacting operational tools and systems - from

restoring service, to driving root cause analysis, all the way to identifying and implementing

preventative measures

● Configure Salesforce functions including custom objects, custom settings, profiles, roles,

permission sets, Lightning Flow, validation rules, workflows, process builder, visual workflow,

reports & dashboards

● Build flows in Service Cloud flow builder to support automation based on business requirements

● Determine when Salesforce can solution for requirements with configuration vs code

● Document the functional requirements if Apex or Visualforce is needed

● Conduct UAT sessions with users prior to releasing net new functionality

● Manage a support request process and work queue

● Participate in on-call and triage rotation

English: B2

Seniority: Senior

Location: Colombia