Salesforce Administrator, Customer Experience

The Salesforce Administrator, Customer Experience, is a key contributor of the Stakeholder Services team providing support for the Salesforce platform and associated add-on applications. The position is part of our External Affairs group responsible for the successful execution of the customer experience for NYISO stakeholders and customers, both internal and external. This position works collaboratively across the organization, understanding business needs to develop and administer Salesforce solutions. This position collaborates closely with the Technical Specialists in External Affairs as well as collaborating with Information Technology professionals and Business Units across the organization, ensuring solutions meet desired business requirements, align with technical direction, and enhance the user experience.

The Salesforce Administrator, Customer Experience is also responsible for supporting numerous add-on applications to the Salesforce Platform which have been developed to support business needs throughout the organization to enhance external engagement tools. This includes the following applications: Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach. The list of add-on applications is expected to grow over time as the platform continues to evolve to meet increasing business needs. Understanding the latest technologies and Salesforce capabilities is critical to ensure implementations are forward thinking and in alignment with Salesforce strategy and best practices. Engagement with NYISO’s implementation vendor and product support personnel for all add-on applications is critical to success. Additionally, it is the responsibility of the Salesforce Administrator, Customer Experience to maintain the necessary business acumen to support the Salesforce platform, including successfully completing ongoing required training/education/certification to maintain the day-to-day operation of the platform. The ability to lead collaboration efforts with teams across the business to maintain and further develop Salesforce-based tools, with a focus on improved support for internal and external customer needs, is a key focus of the position.

The Salesforce Administrator, Customer Experience is a unique role where interaction with every NYISO department is necessary for success. Working in a highly matrix environment across the enterprise, the Salesforce Administrator, Customer Experience is responsible from start to finish on Salesforce implementations. They also work directly with internal NYISO departments across the value chain to develop/test/coordinate new products and enhancements. The ability to understand the energy industry, NYISO’s markets and how external customers interact with the NYISO is important as we strive to enhance the user experience with every implementation.

ESSENTIAL DUTIES and RESPONSIBILITIES 

• Collaborate across the organization to gather and understand business requirements related to the Salesforce functionality. This includes developing and coordinating testing of new product enhancements.
• Support add-on applications such as Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach.
• Configure Salesforce using native tools like Flows, Email Alerts, and Lightning App Builder to meet business needs and improve user experience.
• Create and maintain custom objects, fields, formulas, validation rules, workflows, and approval processes as needed.
• Manage user roles, profiles, permissions, and security settings in Salesforce to ensure data integrity and user access control.
• Monitor data quality and integrity within Salesforce, identifying and resolving data issues as needed.
• Create and maintain documentation related to system configuration, processes, and training materials for end users.
• Provide ongoing support and training to Salesforce users, troubleshooting issues and implementing enhancements as needed.
• Stay current with Salesforce updates, new features, and best practices to recommend and implement improvements to our Salesforce instance, including all portals. This includes successfully completing training and certifications necessary to understand the technical evolution of Salesforce and communicate strategic direction effectively to Business Owners.
• Collaborate with Product teams and IT as needed for more complex customization and integration with projects.
• Identify process documentation changes and update appropriate documentation.
• Develop and deliver presentations related to Salesforce functionality as it pertains to NYISO Implementations.
• Responsible for customer data entry and data maintenance including customer files, software, and process administrator changes.
• Ability to understand NYISO technical documents (tariffs, technical bulletins, manuals, guides) for discussions with both internal and external customers as it pertains to NYISO Salesforce implementations and user community.
• Support existing customer Portals, maintain access / functionality for customers development of knowledge documentation that includes answers to frequently asked questions and educational material.
• Participates in internal/external audit review process to validate proper controls are being followed within the Salesforce platform. Provide material to Internal Audit and interact with outside auditors validating proper controls exist with Salesforce processes. Perform periodic and ad hoc reports and analyses.

QUALIFICATIONS:

• Bachelor’s degree from an accredited university or college in Computer Science or Information Systems.
• Three to five years’ experience as a Salesforce Administrator developing solutions with the Salesforce application.
• Good understanding of the Salesforce platform including strategic design, data mapping and user experience.
• NYISO or energy industry experience preferred but not required.
• Salesforce Administration certification preferred but not required.

ADDITIONAL REQUIREMENTS

• Ability to read, analyze and interpret common scientific and technical documents. Ability to effectively present information in one-on-one and small group situations to market participants, department managers and other employees.
• General level of competency in Windows operating environment using MS Office applications, such as Word, Excel, Access, and PowerPoint, e-mail, and internet programs.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit, and use hands to perform routine office tasks. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training.­­­­­­­­­­­­ May require work on nights, weekends, or holidays.

The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.

The NYISO offers the flexibility to work both in the office and remotely, providing our employees with an enhanced work life balance. While the majority of the responsibilities of this role can be performed remotely, in most cases, employees will have periodic on-site requirements based on business needs.

All offers of employment will be made contingent upon the successful completion of a drug screening and background check.

The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.

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