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**escription**:
The Servicing Technology team focuses on Designing, Developing, Implementing, and Maintaining our Case Management System (CMS). CMS is the foundation for all omni-channel interactions, meant to enable world-class servicing for our Customer Service Associates and our diverse network of Client Customers and Merchants across the Globe.
As a Service Operations Administrator, you'll support Customer Operations' day-to-day needs to ensure employees can access the systems and tools they need, when they need them, with the appropriate level of access. Your primary focus will be hands-on ownership across all operational tools & systems to make certain they are operating as expected continuously.
**What We Look For**
- Minimum two years of experience as a Salesforce administrator
- Administrator certification required
- Service Cloud Consultant, Advanced Administrator, Platform App Builder certifications preferred
- Working knowledge of Service Cloud Voice, Einstein Bots, Communities, and other Salesforce
- Experience building custom apps and objects, formula fields, lightning flows, validation rules,
custom views, and other content of intermediate complexity
- Proven ability to design and implement new processes and facilitate user adoption
- Strong data management abilities
- Demonstrated ability to understand and articulate complex requirements, and successfully drive
projects to completion
- Previous experience working in a SCRUM or agile environment preferred
**What You'll Do**
- Provide end-to-end production support of all issues impacting operational tools and systems - from
restoring service, to driving root cause analysis, all the way to identifying and implementing
preventative measures
- Configure Salesforce functions including custom objects, custom settings, profiles, roles,
permission sets, Lightning Flow, validation rules, workflows, process builder, visual workflow,
reports & dashboards
- Build flows in Service Cloud flow builder to support automation based on business requirements
- Determine when Salesforce can solution for requirements with configuration vs code
- Document the functional requirements if Apex or Visualforce is needed
- Conduct UAT sessions with users prior to releasing net new functionality
- Manage a support request process and work queue
- Participate in on-call and triage rotation
**English**: B2
**Seniority**: Senior
**Location**: Colombia
