Salesforce Knowledge Admin

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services.  Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results.  We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions.  Join our dynamic team and make your mark on the payments technology landscape of tomorrow. 

Summary of This Role

The Salesforce Knowledge Admin will report to the Salesforce Software Engineering Manager position and plays an integral role on the Internal Applications Team. The Salesforce Knowledge Admin is responsible for helping manage our Salesforce instances by understanding the needs of our organization, applying best practices, and partnering with key internal stakeholders to create efficiencies. The Salesforce Knowledge Admin will manage the essential day-to- day tasks including testing, researching and troubleshooting in order to sustain smooth operation of our CRM for our users and customers.

Creates roles and profiles and customizes Salesforce applications. Maintains and utilizes applications and documents. Develops application implementation plans throughout the development life cycle. Works closely with onsite end users to understand business needs, writes specifications, performs system and data analysis, implements and modifies procedures, creates detailed test plans, and provides testing, troubleshooting, and support across systems.

We seek candidates passionate about the Salesforce platform. The Salesforce Knowledge Admin will assist the team with resolving day-to-day issues, completing enhancement and bug tickets, maintaining user licenses, and assisting with data cleanup. They will work closely with stakeholders to help drive business improvements through automation and newly developed features.

What Part Will You Play?

• Maintain Salesforce users

• Create and edit training documentation for ongoing Salesforce.com support.

• Conduct end-user training sessions on new features for the Salesforce.com system.

• Regularly audit field usage and overall system adoption. 

• Undertake additional analysis and reporting projects as directed by management

• Assist with maintaining the Salesforce data dictionary

• Support end-user salesforce.com requests 

• Participate in change management/release process. 

• Assist in developing documentation on processes and workflows

What Are We Looking For in This Role?

• Minimum Qualifications

  • Working knowledge of the Salesforce platform and some technical understanding of the Salesforce platform and it’s capabilities

  • Demonstrated evidence of technical/analytical skills or process awareness in a business framework

  • Strong interpersonal skills, including verbal and written skills

  • Familiarity with industry best practices in data validation/integrity controls, testing, and release management.

  • Experience troubleshooting issues and documenting how to replicate the issue

  • Experience working with team members at all levels of the organization, such as Managers, Directors, and Vice Presidents

  • Comfortable working in a team environment

• Preferred Qualifications

  • Salesforce associate certification +2 years of related technical experience

  • Salesforce Certified Administrator Certification (or 1+ years of related work experience)

  • Previous experience troubleshooting issues and submitting bug tickets with detailed steps to replicate a bug

  • Experience with Sales Cloud and Service Cloud

What Are Our Desired Skills and Capabilities?

• Skills / Knowledge - Developing professional expertise and applying company policies and procedures to resolve various issues.

• Understanding of native Salesforce automation tools (Flows, Process Builders, Workflow Rules)

• Knowledge regarding customizing Salesforce UI with new Fields, Layout, Permission

• Experience managing Salesforce access through Roles, Profiles, Permissions sets, and

Benefits:
Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at: https://jobs.globalpayments.com/en/why-global-payments/benefits/

This position is eligible to be considered for remote hiring anywhere in the USA.

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Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact [email protected].