New York ISO
Salesforce Administrator, Customer Experience
New York ISO, New York, New York, us, 10261
The Salesforce Administrator, Customer Experience, is a key contributor of the Stakeholder Services team providing support for the Salesforce platform and associated add-on applications. The position is part of our External Affairs group responsible for the successful execution of the customer experience for NYISO stakeholders and customers, both internal and external. This position works collaboratively across the organization, understanding business needs to develop and administer Salesforce solutions.
The Salesforce Administrator, Customer Experience is also responsible for supporting numerous add-on applications to the Salesforce Platform which have been developed to support business needs throughout the organization to enhance external engagement tools. This includes the following applications: Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach. Understanding the latest technologies and Salesforce capabilities is critical to ensure implementations are forward-thinking and in alignment with Salesforce strategy and best practices. Engagement with NYISO’s implementation vendor and product support personnel for all add-on applications is critical to success.
ESSENTIAL DUTIES and RESPONSIBILITIES
Collaborate across the organization to gather and understand business requirements related to the Salesforce functionality.
Support add-on applications such as Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach.
Configure Salesforce using native tools like Flows, Email Alerts, and Lightning App Builder.
Create and maintain custom objects, fields, formulas, validation rules, workflows, and approval processes as needed.
Manage user roles, profiles, permissions, and security settings in Salesforce.
Monitor data quality and integrity within Salesforce, identifying and resolving data issues as needed.
Create and maintain documentation related to system configuration, processes, and training materials for end users.
Provide ongoing support and training to Salesforce users, troubleshooting issues and implementing enhancements as needed.
Stay current with Salesforce updates, new features, and best practices to recommend and implement improvements.
Collaborate with Product teams and IT as needed for more complex customization and integration with projects.
Identify process documentation changes and update appropriate documentation.
Develop and deliver presentations related to Salesforce functionality.
Responsible for customer data entry and data maintenance.
Support existing customer Portals, maintain access/functionality for customers.
Participate in internal/external audit review process to validate proper controls are being followed.
QUALIFICATIONS
:
Bachelor’s degree from an accredited university or college in Computer Science or Information Systems.
Three to five years’ experience as a Salesforce Administrator.
Good understanding of the Salesforce platform.
NYISO or energy industry experience preferred but not required.
Salesforce Administration certification preferred but not required.
ADDITIONAL REQUIREMENTS
Ability to read, analyze and interpret common scientific and technical documents.
General level of competency in Windows operating environment using MS Office applications.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to perform routine office tasks.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training.
The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.
The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work-life balance.
All offers of employment will be made contingent upon the successful completion of a drug screening and background check.
The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.
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The Salesforce Administrator, Customer Experience is also responsible for supporting numerous add-on applications to the Salesforce Platform which have been developed to support business needs throughout the organization to enhance external engagement tools. This includes the following applications: Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach. Understanding the latest technologies and Salesforce capabilities is critical to ensure implementations are forward-thinking and in alignment with Salesforce strategy and best practices. Engagement with NYISO’s implementation vendor and product support personnel for all add-on applications is critical to success.
ESSENTIAL DUTIES and RESPONSIBILITIES
Collaborate across the organization to gather and understand business requirements related to the Salesforce functionality.
Support add-on applications such as Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach.
Configure Salesforce using native tools like Flows, Email Alerts, and Lightning App Builder.
Create and maintain custom objects, fields, formulas, validation rules, workflows, and approval processes as needed.
Manage user roles, profiles, permissions, and security settings in Salesforce.
Monitor data quality and integrity within Salesforce, identifying and resolving data issues as needed.
Create and maintain documentation related to system configuration, processes, and training materials for end users.
Provide ongoing support and training to Salesforce users, troubleshooting issues and implementing enhancements as needed.
Stay current with Salesforce updates, new features, and best practices to recommend and implement improvements.
Collaborate with Product teams and IT as needed for more complex customization and integration with projects.
Identify process documentation changes and update appropriate documentation.
Develop and deliver presentations related to Salesforce functionality.
Responsible for customer data entry and data maintenance.
Support existing customer Portals, maintain access/functionality for customers.
Participate in internal/external audit review process to validate proper controls are being followed.
QUALIFICATIONS
:
Bachelor’s degree from an accredited university or college in Computer Science or Information Systems.
Three to five years’ experience as a Salesforce Administrator.
Good understanding of the Salesforce platform.
NYISO or energy industry experience preferred but not required.
Salesforce Administration certification preferred but not required.
ADDITIONAL REQUIREMENTS
Ability to read, analyze and interpret common scientific and technical documents.
General level of competency in Windows operating environment using MS Office applications.
PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to perform routine office tasks.
WORK ENVIRONMENT
The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training.
The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.
The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work-life balance.
All offers of employment will be made contingent upon the successful completion of a drug screening and background check.
The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.
#J-18808-Ljbffr