Salesforce Administrator

We are seeking a mid-level Salesforce Administrator to help oversee, maintain, and continuously improve our Salesforce platform for a leading school bus transportation organization with 275+ end users across multiple departments and bus yard locations. This role is hands-on and combines core Salesforce administration with Business Analyst responsibilities - partnering with stakeholders to translate business needs into scalable solutions across the Sales Cloud, Service Cloud, Account Engagement, Experience Cloud, and Conga CPQ & Billing. The administrator will resolve support tickets daily using Ivanti, manage work intake and delivery through a Jira backlog, and support a roadmap that includes enabling Salesforce DevOps Center within approximately the first year. Key Responsibilities Platform Administration & Configuration - Administer and optimize Sales Cloud and Service Cloud to support 275+ users across multiple departments and locations, ensuring system performance, reliability, and adoption. - Configure and maintain objects, fields, page layouts, Lightning pages, validation rules, assignment rules, approval processes, email templates, and declarative integrations where applicable. - Build and maintain reports and dashboards; partner with stakeholders to define KPIs, standardize reporting definitions, and improve data visibility and decision-making. - Monitor Salesforce releases and proactively recommend improvements, deprecation (e.g., under-utilized fields, layouts, workflows), and platform capabilities that align to business needs. Automation - Design, build, and maintain scalable automation using Flow Builder (record-triggered, scheduled/auto-launched, and screen flows), including debugging, fault handling, and governance to reduce technical debt. Security & Access Management - Manage the user access and security model: profiles, permission sets and permission set groups, role hierarchies, sharing/restriction rules, public groups, queues, user policies, and delegated administration. - Troubleshoot and resolve user access issues across permissions, sharing, and record visibility. Support Operations & Work Intake - Own and resolve support tickets daily using Ivanti, including intake/triage, troubleshooting, root-cause analysis, stakeholder communication, and escalation as needed; track trends and recommend preventive fixes. - Manage work intake and delivery through the team's Jira backlog, keeping prioritization, status, and updates current. Data Management - Perform data management activities: imports/exports, deduplication, data quality monitoring, and ongoing hygiene using data loading tools; help define and enforce data standards. Business Analysi - Facilitate discovery sessions, document current/future-state processes, elicit and refine requirements, and write user stories and acceptance criteria. - Participate in story grooming and refinement led by the Delivery Manager, and help maintain a prioritized backlog in partnership with the Director, Delivery Manager, and business owners. Release & Change Management - Translate requirements into solution designs, configure and test changes, and coordinate UAT (test scripts, support, and sign-off). - Deploy changes using change sets or DevOps tools following the release process owned by the Delivery Manager, and complete post-release validation and hypercare. - Support the Delivery Manager in enabling Salesforce DevOps Center within ~12 months, including process definition, environment strategy, and deployment governance. Extended Platform Support - Support and administer Account Engagement (Pardot) fundamentals as needed (prospects, segmentation, forms, engagement programs, and connected campaigns), partnering with Marketing on best practices and data alignment. - Support and administer Experience Cloud sites as needed, including external user provisioning and access troubleshooting. - Provide administration support for Conga CPQ & Billing (configuration support, user access, issue triage, and coordination with internal/external resources for complex changes). Documentation & Training - Maintain documentation (configuration notes, runbooks, data definitions, and how-to guides) and deliver end-user training for new features and process changes. Qualifications Education - Bachelor's degree in Computer Science, Information Systems, or related field (preferred) Experience - 3+ years of hands-on experience as a Salesforce Administrator supporting Sales Cloud and/or Service Cloud in a production environment - Proven expertise with Flow Builder automation and a strong understanding of declarative automation best practices - Experience resolving daily end-user support tickets through a structured intake process, including prioritization, troubleshooting, communication, and documentation; able to analyze recurring issues and propose preventive improvements - Comfort managing work intake and delivery through a Jira backlog - Experience with sandbox environments, testing/UAT, and deploying changes using change sets and/or DevOps tools; familiarity with (or strong interest in enabling) Salesforce DevOps Center - Demonstrated Business Analyst skills: requirements elicitation, process mapping, writing user stories and acceptance criteria, and partnering with stakeholders to drive decisions and outcomes - Experience administering Account Engagement and aligning marketing automation with Salesforce CRM data (preferred) - Experience supporting Experience Cloud sites or portals, including external user provisioning and access troubleshooting (preferred) - Hands-on experience with Conga CPQ & Billing or similar CPQ/billing solutions in a Salesforce environment (preferred) Technical Skill - Strong understanding of the Salesforce data model and security/access model - Proficiency with data loading and mass update tools, with a commitment to data quality and governance - Experience with data quality/deduplication tools, reporting standards, and KPI enablement across multiple departments (preferred) Certification - Salesforce Platform Administrator (required) - Salesforce Platform Administrator II (required, or equivalent experience) - Salesforce Platform App Builder, Salesforce Business Analyst, Salesforce Sales/Service Cloud Consultant (preferred) Core Competencie - Strong problem-solving skills with the ability to troubleshoot issues across configurations - Demonstrated ability to translate business needs into scalable Salesforce solutions with clear tradeoffs and documentation - Strong attention to detail and commitment to quality (testing mindset, regression awareness, and clean configuration) - Customer-service orientation and ability to build trust with users across departments - Clear written and verbal communication skills; comfortable communicating technical and functional requirements to non-technical stakeholders - Collaborative, proactive, and continuous-improvement mindset; stays current on Salesforce major releases and admin best practices Summit School Services has a zero-tolerance policy on conduct that is incompatible with its policies and values, including sexual exploitation and abuse, harassment, abuse of authority, and discrimination. Summit School Services is committed to promoting the protection and safeguarding of all children and passengers. We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan. The pay rate range, along with most all of the other terms and conditions of employment, vary between different sites, geographical markets, customer/ contractual terms and positions.