Senior Salesforce AdministratorAPEIThe Senior Salesforce Administrator is responsible for the administration, support, and optimization of the Salesforce platform at American Public Education, Inc. (APEI). As a key member of the Salesforce administration team, this role leads the resolution of complex user issues, manages incoming support requests, and partners with business and technical teams to deliver scalable Salesforce solutions. The ideal candidate has deep Salesforce administration experience, a strong customer-service mindset, and the ability to balance user support, platform enhancement, and operational excellence.
Responsibilities:
- Manage and resolve Salesforce support requests, incidents, and service tickets, ensuring timely issue resolution and a high level of customer satisfaction.
- Troubleshoot complex user, data, automation, and system issues; perform root cause analysis and implement sustainable solutions.
- Configure and maintain Salesforce applications, including objects, fields, page layouts, flows, validation rules, approval processes, reports, dashboards, and security settings.
- Collaborate with business stakeholders, technical project managers, and development teams to gather requirements and deliver scalable Salesforce solutions that support business objectives.
- Support user access, security, data quality, and platform governance to ensure the reliability and integrity of Salesforce data and processes.
- Participate in system enhancements, testing, release management, and deployment activities in accordance with SDLC and change management standards.
- Provide end-user training, documentation, and knowledge sharing to drive platform adoption and maximize user effectiveness.
- Support integrations between Salesforce and connected enterprise applications, assisting with issue resolution, data validation, and ongoing monitoring.
- Partner with fellow Salesforce Administrators to continuously improve platform performance, usability, automation, and operational efficiency.
- Identify opportunities to streamline business processes, reduce manual effort, and enhance the overall Salesforce user experience.
- Participate in a rotating on-call support schedule to address critical Salesforce and integration issues outside of standard business hours.
- Participate in a rotating production deployment schedule, including evening release support and post-deployment validation activities
Requirements:- 6+ years of Salesforce Administration experience supporting enterprise Salesforce environments
- Expertise in Salesforce configuration, including Flows, security, reports, dashboards, and page layouts
- Experience managing and resolving complex Salesforce support requests and production issues
- Strong troubleshooting and root cause analysis skills across users, data, automation, integrations, and custom code
- Knowledge of Salesforce security, access management, and data governance best practices
- Experience managing user profiles, permission sets and sharing rules
- Experience with Salesforce data management and data loading tools
- Experience troubleshooting integrations, APIs, middleware, and cross-system data flows
- Experience supporting testing, deployments, change management, and release activities
- Strong understanding of SDLC, Agile delivery, CI/CD, and DevOps practices
- Excellent customer service, communication, and stakeholder management skills
- Ability to prioritize competing demands in a fast-paced support environment
- Experience with Education Cloud, Marketing Cloud, Data360
- Familiarity with the Experience Cloud and the Agentforce IT Cloud (ITSM) preferred
- Salesforce Admin certifications are a plus
Education/Certifications: - Bachelor's Degree
- Salesforce Platform Administrator
