: Senior CRM Platform Administrator
8 Crosby Drive Bedford
Bedford, MA 01730

Employee Testimonials

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Introduction

As the Senior CRM Admin, you will work in a dynamic IT organization administering and supporting iRobots Customer Care CRM platform. Working closely with your business stakeholders, you will help implement and maintain a Service Cloud instance and assist with the integration into iRobots suite of applications. Reporting to the IT CRM Manager, you will administer iRobots CRM delivering solutions in a configuration first environment enabling capabilities to service a growing and diverse business user community.

Primary Responsibilities

  • Setup, Configuration of Service Cloud, Knowledge Management, Case Management, Community Cloud at an Organization level
  • User, Profile, Role and Permission Set Setup
  • Meet with key business stakeholders to help define, design, and deliver business-driven CRM capabilities, reporting, and analytics
  • Developing solutions and approaches utilizing Service Cloud best practices
  • Hands-on approach to user community CRM training, support, and problem/resolution management
  • Complete work requests captured through IT service desk, Kanban boards, Slack, and other user community interfaces
  • Assist with documenting iRobots CRM processes, policies, and procedures for the IT group and our internal customers
  • Design and execute test plans, Release Management Deploy support

Requirements

  • Education: BS/BA in Information Systems, Computer Science or equivalent
  • Experience: A total of 5+ years business experience with at least 2 years in Administration of a Service Cloud Salesforce Org.
  • Knowledge and experience of application administration and configuration in Salesforce: Object Builder, Validation Rules, Page Layouts, Workflow, Process Builder, Sharing Rules, Group Mgmt, Case Mgmt, Case Teams, Reports & Dashboards, Einstein Analytics, License Management, Data Loader, Formulas, CTI, Telelphony, Omni-Channel
  • Salesforce.com Admin (ADM201, ADM211, ADM301) Certified preferred
  • Experience with integrations with multiple systems
  • Broad conceptual knowledge and understanding of information technologies and methodologies, software development processes, project management techniques, user stories
  • Ability to work collaboratively across the organization: interpret user requirements, identify the root cause, research possible solutions, identify most feasible solutions
  • Proven track record in building, sustaining, and navigating stakeholder relationships in and outside the organization
  • Must be able to work creatively, calmly, flexibly and under tight deadlines in order to respond quickly and positively to shifting/multiple demands and opportunities
  • Attention to detail, and ability to multitask and meet deadlines
Full-time