United States onlyJob Description
In this role you will utilize top-level functional and technical knowledge of Salesforce and global expertise with relevant systems/applications, the incumbent defines, evaluates, and validates requirements, business functional design, and technical design for highly complex and varied business issues with broader enterprise impacts. They act as a strategic liaison representing their department and the processes and workings within it to ensure the development and implementation of comprehensive, efficient technical solutions focused on current and future state needs while minimizing operational and system/application impacts. Proactively consults with the business, IT, and/or relevant vendors and focuses on Salesforce system/application considerations needed for highly complex problems, highly visible and critical corporate projects with significant impacts, or for overall broad system/application assessments.What You Bring
Technical Support/Business Expertise
Provide significant business acumen and global technical expertise in Salesforce products such as Sales Cloud, Health Cloud, Service Cloud, and Copado to support proactive technical solutions for varied business issues, while considering broader impacts of technical decisions on the current and future state business environment. Depending on business area needs, may also serve as the “Superuser” expert for the business unit on Salesforce, supporting core business processes with added importance.
Lead the review, analysis, and development of solutions for essential business systems, which may impact multiple business areas or systems/applications. Identify and quantify the business impact of possible solutions and make appropriate recommendations to the business area supported. Coordinate ongoing user support for the most advanced and/or complex ad hoc questions, inquiries, and service requests. Lead or coordinate advanced data and trend analysis and proactively consult with and provide feedback to business areas and IT to ensure optimal system/application performance. Mentor and coach less senior staff members to increase system/application knowledge and enhance business consulting abilities on the team as a whole.
Salesforce Platform Expertise
Must have proven experience solutioning, developing and maintaining the following Salesforce technologies administrative tools:
- Automation: Flow Builder, Validation Rules, Formula, Roll-Up Summary fields
- Security & Access Management: Profiles, Role, Permission Sets, Permission Set Groups, Sharing Settings, OWDs, Session Settings, User Provisioning Best Practices
- App & Lifecycle Configuration: Devops tools and best practices for change management
- Integration Support: Experience working with integration teams, Salesforce OOTB API options, integration patterns, connected apps and authentication protocols
- Salesforce Products: Sales Cloud, Service Cloud, Experience Cloud
- Managed Packages: DLRS, Adobe Esign, Conga Composer, Genesys Cloud
- Bonus points: Omnistudio, Sales Engagement, Health Cloud, Data Cloud and Copado experience
Issue Resolution
Lead work groups in the assessment of business issues and facilitate the resolution of the most complex or broad system/application problems by:
- Coordinating initial triage for severity and business impact of system/application failures.
- Leading the troubleshooting and analysis necessary to determine the root cause of issues.
- Coordinating the development of applicable business processes and solutions to ensure quality, cost-effectiveness, timeliness of customer service, and regulatory requirements and mandates are met.
- Coordinating with IT, other teams, and vendors as needed to devise, test, and implement immediate and long-term remedies.
- Independently resolving escalations without management involvement.
- Leading the development of system support processes with IT; coordinating daily to resolve production support issues, including application failures and user errors; documenting, tracking, and reporting all system support activities.
Project/Program Support
Lead and direct discussions with the business and IT on projects and initiatives to elicit and document business requirements and prepare appropriate functional specifications while considering technical capabilities of Salesforce products like Sales Cloud, Health Cloud, Service Cloud, and Copado, ensuring an integrated approach is used. Act as Business Lead/Coordinator on broad corporate projects or initiatives. Facilitate project intake, including scheduling of projects. Review and approve technical specifications. Coordinate with IT on implementation and post-implementation support.
Business Testing
Lead the development of testing plans with the business area and IT. Serve as the point of contact for business testing activities and influence testing strategy to ensure testing appropriately meets business requirements. Develop, document, and may, in some cases, execute test plans and scenarios. Analyze and verify results for accuracy, relevance, and completeness. Provide impact assessments and make recommendations to the business owner regarding issues, risks, etc. Train/coach others on appropriate testing protocol, execution, and test plan creation. Coordinate with IT and plan for business area impacts for hardware and software upgrades, security changes, and architectural enhancements as needed.
System Configuration
Lead the configuration and maintenance of the most complex Salesforce system tables and data elements across multiple system environments. Lead the analysis, development, and implementation of configuration changes to improve system performance and user efficiency. Coordinate and monitor configuration for accuracy and compliance with change control processes.
What You Bring
• Certified Salesforce Administrator
• Bachelor's degree or advanced degree (where required)
• 8+ years of experience in related field.
• In lieu of degree, 10+ years of experience in related field.
What You’ll Get
· The opportunity to work at the cutting edge of health care delivery with a team that’s deeply invested in the community
· Work-life balance, flexibility, and the autonomy to do great work
· Medical, dental, and vision coverage along with numerous health and wellness programs
· Parental leave and support plus adoption and surrogacy assistance
· Career development programs and tuition reimbursement for continued education
· 401k match including an annual company contribution
Salary Range
At Blue Cross NC, we take great pride in a fair and equitable compensation package that reflects market-price and our starting salaries are typically planned near the middle of the range listed. Compensation decisions are driven by factors including experience and training, specialized skill sets, licensure and certifications and other business and organizational needs. Our base salary is part of a robust Total Rewards package that includes an Annual Incentive Bonus*, 401(k) with employer match, Paid Time Off (PTO), and competitive health benefits and wellness programs.
*Based on annual corporate goal achievement and individual performance.
$91,100.00 - $164,000.00
