Job Description
Overview
The Lead System Administrator is the "product owner" and primary administrator of PowerSchool's Customer Relationship Management system, Salesforce. Key responsibilities include management of all phases of development, maintenance, and support of the Salesforce application. The Lead System Administrator analyzes and interprets business pain points and system enhancement requests with the goal of providing recommendations, effectively defining requirements, and leading all aspects of implementation. The position will work closely with Salesforce stakeholders, applying proven communication, analytical, and problem-solving skills to optimize core business processes and maximize the value of the company's investment in Salesforce. Provides guidance and direction to more junior members of the team, both technically and operationally.
Responsibilities
Maintenance and support
• Manage ongoing changes to application configuration, including but not limited to system integrations, apex code, visual force pages, process builders, workflows, approval processes, and custom fields.
• Manage security, user roles and permissions and access changes within Salesforce.
• Manage testing and deployment cycles and own the execution of the Salesforce change management process (both Salesforce upgrades and internal development).
• Support data migration, data structuring and cleanup.
• Manage the ticketing queue and backlog to ensure that operating level agreement (OLA) expectations are being met in support of the business, including initial response time and resolution time.
• Create systems documentation including business requirements documents, functional and technical designs, user manuals, test scripts, test plans and training materials.
• Serve as the internal subject matter expert on all items related to Salesforce.
• Coordinate and perform in-depth tests, including user acceptance testing and signoff by business stakeholders, for enhancements to the system.
• Support the integration of Salesforce with other platforms, including NetSuite and our TIBCO integration layer.
Manage systems audit tasks as related to regulatory and annual audit requirements
• Owner of the ITGC activities for Salesforce system around access control and change management.
• Implement and adhere to internal controls and support external auditors through walkthroughs and documentation requests.
System enhancement and business process improvement support
• Partner with the business users to review current Salesforce functionalities and identify areas for improvements/enhancements.
• Use a consultative approach to interpret and understand business needs in support of business requirements submitted by stakeholders. Translate functional requirements into technical requirements, including configuration and coding (as necessary).
• Partner with internal stakeholders to prioritize enhancements and lead the execution of those implementation projects, including any third-party work in Salesforce.
• Support a variety of projects such as acquisitions (M&A activities) and system integrations as the Salesforce subject matter expert (e.g., creation of a new solution affecting both Salesforce and NetSuite).
• Perform general and specific Salesforce configuration and customization as needed.
• Identify opportunities for automation to increase quality and efficiency of processes.
• Address the business users' needs for custom report creation and make recommendations to transaction recording processes to capture the appropriate data fields within Salesforce.
Qualifications
• Salesforce Certified Administrator and Salesforce Certified Platform Developer I or II required
• The following Salesforce Certifications desired:
• Salesforce Certified Platform App Builder
• Salesforce Certified Sharing and Visibility Architect
• Salesforce Certified Application Architect
• Salesforce Certified Data Architect
• 6+ years of experience with Salesforce CRM (Customer Relationship Management) administration, configuration, and development
• Willingness to overlap US Pacific time zone hours
• Bachelor's Degree in Computer Science, Engineering, or related technical field preferred
• Hands on knowledge of CPQ with ability to troubleshoot and define and implement technical requirements for enhancements to existing funtionality
• Excellent written and oral communication skills while maintaining objectivity and proper understanding of a problem or situation when placed under stressful conditions
• Excellent listening and interpersonal skills with ability to professionally interpret and explain complex concepts and build strong relationships and confidence across functions from the individual user to the executive level
• Ability to research and analyze information from a variety of sources to determine the best path forward.
• Ability to make recommendations to effectively resolve problems or issues using judgement that is consistent with company standards, practices, policies, procedures, regulations, or government laws
• Excellent analytical, mathematical, and creative problem-solving skills with a keen attention to detail
• Works well in a highly collaborative, team environment
• Self-motivated learner that consistently strives to develop additional skillsets and can pick up software, data, process, and company knowledge in a hands-on fashion
• Ability to effectively prioritize and execute tasks and manage time effectively in a high-pressure environment, balancing competing objectives
• Strong customer service orientation
• Experience with 'Software as a Service' (SaaS) environment
• NetSuite, FinancialForce, TIBCO, Adaptive Planning and business planning tools experience also a plus
• Ability to write Apex code and train users
• Strong understanding of business processes and requirements and process improvement methodologies
EEO Commitment
The Lead System Administrator is the "product owner" and primary administrator of PowerSchool's Customer Relationship Management system, Salesforce. Key responsibilities include management of all phases of development, maintenance, and support of the Salesforce application. The Lead System Administrator analyzes and interprets business pain points and system enhancement requests with the goal of providing recommendations, effectively defining requirements, and leading all aspects of implementation. The position will work closely with Salesforce stakeholders, applying proven communication, analytical, and problem-solving skills to optimize core business processes and maximize the value of the company's investment in Salesforce. Provides guidance and direction to more junior members of the team, both technically and operationally.
Responsibilities
Maintenance and support
• Manage ongoing changes to application configuration, including but not limited to system integrations, apex code, visual force pages, process builders, workflows, approval processes, and custom fields.
• Manage security, user roles and permissions and access changes within Salesforce.
• Manage testing and deployment cycles and own the execution of the Salesforce change management process (both Salesforce upgrades and internal development).
• Support data migration, data structuring and cleanup.
• Manage the ticketing queue and backlog to ensure that operating level agreement (OLA) expectations are being met in support of the business, including initial response time and resolution time.
• Create systems documentation including business requirements documents, functional and technical designs, user manuals, test scripts, test plans and training materials.
• Serve as the internal subject matter expert on all items related to Salesforce.
• Coordinate and perform in-depth tests, including user acceptance testing and signoff by business stakeholders, for enhancements to the system.
• Support the integration of Salesforce with other platforms, including NetSuite and our TIBCO integration layer.
Manage systems audit tasks as related to regulatory and annual audit requirements
• Owner of the ITGC activities for Salesforce system around access control and change management.
• Implement and adhere to internal controls and support external auditors through walkthroughs and documentation requests.
System enhancement and business process improvement support
• Partner with the business users to review current Salesforce functionalities and identify areas for improvements/enhancements.
• Use a consultative approach to interpret and understand business needs in support of business requirements submitted by stakeholders. Translate functional requirements into technical requirements, including configuration and coding (as necessary).
• Partner with internal stakeholders to prioritize enhancements and lead the execution of those implementation projects, including any third-party work in Salesforce.
• Support a variety of projects such as acquisitions (M&A activities) and system integrations as the Salesforce subject matter expert (e.g., creation of a new solution affecting both Salesforce and NetSuite).
• Perform general and specific Salesforce configuration and customization as needed.
• Identify opportunities for automation to increase quality and efficiency of processes.
• Address the business users' needs for custom report creation and make recommendations to transaction recording processes to capture the appropriate data fields within Salesforce.
Qualifications
• Salesforce Certified Administrator and Salesforce Certified Platform Developer I or II required
• The following Salesforce Certifications desired:
• Salesforce Certified Platform App Builder
• Salesforce Certified Sharing and Visibility Architect
• Salesforce Certified Application Architect
• Salesforce Certified Data Architect
• 6+ years of experience with Salesforce CRM (Customer Relationship Management) administration, configuration, and development
• Willingness to overlap US Pacific time zone hours
• Bachelor's Degree in Computer Science, Engineering, or related technical field preferred
• Hands on knowledge of CPQ with ability to troubleshoot and define and implement technical requirements for enhancements to existing funtionality
• Excellent written and oral communication skills while maintaining objectivity and proper understanding of a problem or situation when placed under stressful conditions
• Excellent listening and interpersonal skills with ability to professionally interpret and explain complex concepts and build strong relationships and confidence across functions from the individual user to the executive level
• Ability to research and analyze information from a variety of sources to determine the best path forward.
• Ability to make recommendations to effectively resolve problems or issues using judgement that is consistent with company standards, practices, policies, procedures, regulations, or government laws
• Excellent analytical, mathematical, and creative problem-solving skills with a keen attention to detail
• Works well in a highly collaborative, team environment
• Self-motivated learner that consistently strives to develop additional skillsets and can pick up software, data, process, and company knowledge in a hands-on fashion
• Ability to effectively prioritize and execute tasks and manage time effectively in a high-pressure environment, balancing competing objectives
• Strong customer service orientation
• Experience with 'Software as a Service' (SaaS) environment
• NetSuite, FinancialForce, TIBCO, Adaptive Planning and business planning tools experience also a plus
• Ability to write Apex code and train users
• Strong understanding of business processes and requirements and process improvement methodologies
EEO Commitment
💡 Quick Summary
Seeking a career-building opportunity? The Manager| Application Administration position is now open for candidates interested in the Customer Care sector. This role in Bengaluru offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Customer Care is a plus.
