Salesforce Administrator - Service Desk

What You'll Do

As a Salesforce Applications Administrator, You will be reporting to Manager, Business Technology and will configure, maintain, and support the Salesforce application.

You will work with the stakeholders from sales, marketing, customer support, finance and more to resolve any technical blockers and help them operate smoothly. You'll also work along with teams like Sales Cloud, Service cloud, CPQ, communities within Salesforce to understand latest release, and support respective requests for service desk team.

You will also be responsible for reporting and analysis for the org, optimizing the licenses.

As a Service Desk Administrator, you will receive multiple tickets per day to require evaluation and action. Some of these will be quick Tier 1 access tickets, others will be about reporting & dashboards and many will be a question from a User about why their records are not behaving as expected.

As an important team member on the Service Desk, you will take ownership of Tier 1,2 and 3 tickets, resolving them within SLAs.

Duties

• Be available to work a split shift with 4-6 hours overlap with the US
• Review all tickets assigned daily, ensuring that no ticket is surpassing its Service level agreement
• This requirement is for the team member to take care of servicenow tickets during IST/ PST hours
• Respond to ticket submitters promptly.
• Review and learn Avalara's Salesforce automated processes
• Use existing runbooks to answer questions and maintain runbooks when needed
• Establish relationships with all Salesforce Business Application Team members and reach out to relevant Scrum Teams for consultation about the ticket in question before asking questions of the submitter
• Perform Tier 1 & 2 work, such as assigning permission sets or licenses to Users, changing data on fields, uploading data, running reports & more
• Troubleshoot Tier 2-3 level tickets, that require Salesforce Administration skills, such as Evaluating Flows, dynamic DBS, complex reports and more.
• Use analytical approach to complete requests - ensuring correct permissions, roles, or data are assigned
• Follow strict approval processes and compliance rules
• Perform data manipulations in Excel using X/VLOOKUP & other basic Excel functions
• Diagnose Salesforce behavior by following a proscribed triaging pattern: analyzing, Profiles, Perm Sets, Apps, Record types, automation rules and more.
• Run queries in workbench in order to understand the data
  
  
  

Job Duties

NA

What You'll Need to be Successful

General Qualifications

• 3+ years of experience, Help Desk services
• Salesforce Administrator Certification, Salesforce Platform App Builder Certification, or equivalent experience.
• Strong grasp of business assessment with proven experience in intermediate Excel skills, including Pivot Tables and VLOOKUP.
• Demonstrated experience troubleshooting issues in Salesforce
• Requires degree in Computer Science with at least 2 years of applicable experience
  
  
  

Recommended Qualifications

• Experience working with large-scale/complex datasets
• Experience using Salesforce data tools such as Data Loader and Workbench
• Exposure to iterative/agile projects and with standardized development and promotion processes (staging environment vs. production)
  
  
  

About The Team

NA

How We'll Take Care of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

Flexible hybrid working

We support hybrid work and flexible schedules for our employees.

Learn more about our benefits by region here: https://careers.avalara.com/

About Avalara

We’re Avalara. We’re defining the relationship between tax and tech.

We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.

Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world.

We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.

We’ve been different from day one. Join us, and your career will be too.

EEO Statement

We’re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.