The ideal candidate will be a Salesforce expert, responsible for the successful implementation of Salesforce Sales Cloud capabilities as deployed to franchise offices in North America. Work closely with program leadership and business stakeholders to translate business priorities into system enhancements. Contribute to the ongoing support, configuration, maintenance, and improvement of the platform.

About you:

• Reflect the Honor - Home Instead core values.
• Demonstrate open and effective communication with colleagues and owners.
• Focus on professional and personal development.
• Participate in the preparation and execution of the annual convention and other Home Office sponsored events.
• Maintain regular attendance.
• Perform all other duties and functions as necessary.

Responsibilities:

• Introduce and manage to best practices for application administration and production support.
• Inform leadership of process management gaps and opportunities, and champion enhancements that improve user experience and business value.
• Take ownership of level 3 case resolution and outcomes, engaging other experts for support and escalating, as needed, for 3,000+ Salesforce users in North America.
• Ability to critically evaluate information gathered from multiple sources, 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.
• Trending and analysis on production support tickets and application monitoring to draw actionable conclusions and drive outcomes.
• Demonstrate the Salesforce product with an understanding of end-to-end business processes to various stakeholders.
• Evaluate regular Salesforce release updates to identify risks and recommendations.
• Support single sign-on.
• Collaborate with the Learning Development team to provide subject matter expertise for on-going end-user training.
• Handle all Salesforce administrative functions including user administration, configuration, support, reports, and dashboards.
• Maintain the framework for sharing, visibility, roles, permission sets, sharing rules, process automation, and license allocations.
• Monitor compliance and distribution of Restricted Use Licenses and feature licenses.
• Implement best practices with regards to system maintenance including critical updates and managed packages, security, running backups, etc.
• Collaborate with team to perform bug tracking and handling UAT and/or post-deployment validation.
• Maintain Salesforce certification(s).

Education/Experience Requirements:

• Bachelor’s degree in a related field required.
• 5 years of Salesforce experience or an equivalent combination of education and work experience may be considered.
• Strong knowledge of Salesforce platform.
• Salesforce.com Admin (ADM201) certification.
• Omni Channel experience, a plus.
• Enterprise Territory Management experience, a plus.
• Gearset experience, a plus.
• OwnBackup experience, a plus.
• Automated testing experience, a plus.
• Tableau experience, a plus.

To succeed in the role, you'll need:

• Understand and uphold the policies and procedures established by Home Instead and the related role to the Marketing department.
• Demonstrate discretion, integrity and fair-mindedness consistent with company standards, practices, policies and procedures.
• Demonstrate excellent written and verbal communication skills and the ability to listen intently and effectively.
• Ability to establish collaborative working relationships with management, colleagues, franchise owners and their staff.
• Ability to demonstrate effective interpersonal skills essential, as well as sound judgment and good decision-making skills.
• Ability to work independently and meet deadlines.
• Ability to maintain confidentiality of information.
• Ability to plan, organize and prioritize daily, monthly and yearly work.
• Ability to present a professional appearance and demeanor.
• Ability to reach with hands and arms to operate office equipment.
• Ability to perform duties in a professional office setting.
• Must be proficient with Microsoft office products.
• Ability to work evenings or weekends as required.
• 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.
• High level attention to detail, while balancing competing priorities.
• Strong understanding of Salesforce.com best practices.
• Strong understanding of the Salesforce platform, with the ability to build reports, formula fields, list views, and other content of intermediate complexity.
• Ability to travel approximately 5% of the time.