Senior Salesforce Administrator

Location: Steward Health Care Network

Posted Date: 9/10/2021

Steward Health Care Network (SHCN) takes pride in its community-based care model, which drives value-added tools and services to our communities, patients, physicians, and hospitals across the continuum of care. In addition, Steward Health Care Network promotes care coordination and collaboration within the network in order to provide high-quality, efficient care to patients. With Steward in the community, all residents can be sure that there is a world-class doctor close to where they live.

The network is also responsible for the implementation and execution of our managed care contracts, medical management services, quality improvement programs, data analysis, and information services.

Position Purpose: The Senior Salesforce Administrator will have a record of success in improving processes and adoption using the Salesforce platform. The administrator will work closely with functional leaders, organizational units, and subject matter experts to identify, develop, and deploy new business processes including: Salesforce Experiences, Provider Management, Provider Development, and Provider CRM and our core program business processes. This role is part technical Project Manager, part Administrator, and part Salesforce Business Analyst. The Senior Salesforce Administrator will be responsible for executing on the day-to-day configuration, support, maintenance, and improvement of each Salesforce Cloud within two orgs owned and operated by Steward Health Care Network. The administrator will also serve as the primary point of contact with external vendors regarding requirements gathering and project management to building external tools that rely on Salesforce technologies.

• Serve as primary system administrator for the Salesforce.com environments
• Manage JIRA configuration and workflows for Salesforce team
• Act as a SCRUM Master to ensure adoption of Agile/SCRUM development framework.
• Run Daily Standup meetings with team members and ensure external resources attend as needed
• Assist with ticket backlog grooming, estimation, and Sprint planning
• Handle all day-to-day administrative functions including user account maintenance, reports and dashboards, workflows, and other routine tasks
• Complete regular internal system audits and prepare for upgrades
• Manage Salesforce.com data feeds and other integrations
• Lead in the identification of complex application problems and suggest and execute resolutions.
• Work with our institutional management team to establish suitable processes to support administrative, development, and change management activities
• Assist in training of new and existing users, and grow the Salesforce.com skill set across the organization
• Effectively act as the liaison between our users, vendors and the application development teams
• Work independently with members of the user community to define and document development requirements
• Ensure all workflows are accessible via Salesforce mobile app
• Manage Salesforce Documentation for user training
• Help direct and identify ways Salesforce can improve current workflows performed manually by SHCN care management, provider enrollment, executive leadership team, and the provider/patient population
• Propose appropriate licenses allocation across organization and adjust licenses and profiles accordingly
• Manage all outbound email templates across organization
• Manage all scheduled/automated reports distributed from Salesforce
• Assist Application Analyst in the day-to-day support of SHCN applications as needed and provide guidance on project and application issues relying on Salesforce data

Education / Experience / Other Requirements

Education:

• Bachelors Degree required or equivalent IT administration experience

Years of Experience:

• Minimum four years of experience as a Salesforce.com administrator

Specialized Knowledge:

• In-depth knowledge of the standard capabilities of SFDC and have successfully expanded on those capabilities through custom code and/or integration with external systems
• Experience with Apex, VisualForce, HTML, and CSS development
• At least TWO Saleforce.com certifications including Salesforce Certified Admin (ADM201) required
• Sales Cloud, Service Cloud and Developer certifications preferred
• Expert at Gearset changeset creation and deployment
• 3+ years experience working with process automation tools including Flow, Process Builder, and Workflows
• Experience with Healthcare Provider OnBoarding, Credentialing, and Contracting processes
• Custom Meta Data creation, utilization, and deployment
• Knowledge of HIPAA requirements and data security
• Demonstratable experience with Microsoft Visual Studio for Salesforce Code Development
• Strong understanding of Permission Set and Permission Set Group creation and management
• Data design and architecture experience
• Managing Sharing Rules and Org Wide Defaults for data security
• Proven ability to design and implement new processes and facilitate user adoption.
• Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
• Ability to determine if a solution should be custom built or bought
• Strong understanding of Salesforce.com best practices and functionality
• Strong data management abilities including Microsoft T-SQL experience
• A documented history of successfully driving projects from initial design to completion
• A demonstrated ability to understand and articulate complex requirements
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to then identify potential delays/roadblocks and escalate to management.
• Ability to independently solve problems and handle stressful situations in a calm manner and with sound judgment.
• Ability to utilize strong interpersonal skills when interfacing with all levels of staff.
• Ability to effectively present information and respond to questions from employees, leadership, vendors, customers.
• Strong customer service orientation (responsive).
• Ability to prioritize work and multitask with time management skills.
• Experience with vendor management is required.
• Familiarity with quality measure programs required.
• Project management skills and a positive attitude.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards
• Creative and analytical thinker with strong problem-solving skills
• Must demonstrate excellent verbal and written communication skills
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes

Steward Health Care is an Equal Employment Opportunity (EEO) employer. Steward Health Care does not discriminate on the grounds of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity and/or expression or any other non-job-related characteristic.