Administer and support the Salesforce Service Cloud platform, including user setup, role hierarchy, permissions, and access management ensuring SOX control adherence.
Configure and maintain Service Cloud features such as case management, queues, assignment rules, email-to-case, knowledge base, and service console components.
Assist with creating and maintaining Flows, validation rules, and automation to support service operations.
Maintain system configuration, documentation, and governance standards.
Support data management activities including imports, updates, and data quality monitoring.
Assist with DevOps and release management processes across sandbox and production environments.
Support configuration migrations, deployments, and release validation.
Participate and lead in testing cycles, including user acceptance testing (UAT) coordination and defect tracking.
Maintain version control practices and release documentation.
Help improve CI/CD processes and deployment automation as the platform evolves.
Monitor platform performance and proactively identify issues affecting service operations.
Troubleshoot system errors, integration issues, and workflow failures in collaboration with CX developers and IT teams.
Support system upgrades, new feature releases, and configuration updates.
Ensure platform changes follow established governance, security, and compliance standards.
Assist in maintaining CX reporting and dashboards within Salesforce.
Support data integrity and structured data models that enable insights into the customer journey and service operations.
Help analyze operational data to identify improvement opportunities within workflows and case management processes.
Work closely with CX developers and architects to implement enhancements and new platform capabilities.
Participate in process improvement initiatives that increase agent efficiency and improve customer experience outcomes.
Assist in evaluating emerging CX tools, automation solutions, and AI-enabled capabilities that enhance service operations.
Maintain documentation for system configurations, workflows, and integration points.

Requirements

1–3+ years of experience supporting Salesforce Service Cloud or a comparable CRM platform.
Experience with Salesforce configuration tools including Flows, case management configuration, and basic automation.
Basic understanding of DevOps concepts including environment management, testing processes, and deployment practices.
Strong attention to detail and ability to manage system configuration accurately.
Strong analytical and troubleshooting skills.
Ability to work cross-functionally with technical and business teams.

Benefits

medical insurance
dental insurance
vision insurance
flexible spending accounts
health savings accounts (HSA) with company contribution
401(k) retirement plan with matching
employee stock purchase program
life insurance
AD&D
short-term disability insurance
long-term disability insurance
generous paid time off
company holidays
parental leave
identity theft protection
pet insurance
pre-paid legal insurance
back-up child and eldercare days
product discounts
referral bonus program
and more.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Salesforce Service Cloudcase managementFlowsvalidation rulesautomationDevOpsCI/CDdata managementtroubleshootingintegration

Soft Skills

attention to detailanalytical skillstroubleshooting skillscross-functional collaborationprocess improvement