Principal System Administrator, Salesforce Service Cloud

Model N

Principal System Administrator managing Salesforce Service Cloud for complex tech support organization. Collaborating with multiple teams to ensure effective system design and usability.

Posted 5/8/2026full-timeHyderabad • 🇮🇳 IndiaLeadWebsite

Tech Stack

Tools & technologies

CloudSFDC

About the role

Key responsibilities & impact

Serve as the primary administrator for the Support instance of Salesforce Service Cloud
Own configuration including:
Case lifecycle and status models
Fields, layouts, and page design
Routing and assignment logic
Automation (Flows, validation rules, etc.)
Product Additions (Organic or through M&A)
Ensure the system reflects real support workflows, not idealized or overly rigid processes
Continuously refine system structure to improve:
Usability for support engineers
Data quality and reporting reliability
Alignment to product architecture and issue types
Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows
Own integrations between Salesforce and:
Microsoft Fabric (data pipelines)
Gainsight (support signals into customer health)
Other tools (e.g., Slack, Jira, AI platforms)
Partner with IT and data teams to ensure data integrity, reliability, and scalability
Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including:
Case intake and triage
Knowledge generation
Workflow augmentation
Ensure AI enhances—not degrades—the quality of complex support interactions
Establish guardrails and monitoring for AI-driven workflows
Partner with:
Support Ops Manager (workflow and process design)
Support Ops Analysts (data structure and reporting needs)
IT Salesforce team (alignment with broader SFDC governance)
Establish best practices for change management, release cycles, and system governance

Requirements

What you’ll need

6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud
Proven experience owning a complex support or service environment, not just sales workflows
Strong hands-on experience with:
Flows, automation, and case management design
Data modeling and system architecture
Experience integrating Salesforce with external systems (data platforms, CS tools, etc.)
Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred
Experience with Gainsight integrations is a plus
Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred
Strong judgment in balancing flexibility vs structure in system design.

Benefits

Comp & perks

Health insurance
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Salesforce Service Cloudcase management designdata modelingsystem architectureautomationintegrationAI-enabled toolsworkflow augmentationvalidation rulesdata quality

Soft Skills

judgmentflexibilityprocess designchange managementcollaboration