Senior Systems Administration Specialist (Salesforce)

About the Role:

As a Senior Systems Administration Specialist at Motive, you will be responsible for administration, management and support of our Salesforce and integrated Enterprise Systems applications used by our customers and internal Sales, Sales Operations, Marketing, Marketing Operations, Customer Success, Customer Support and Finance teams. You will have the opportunity to work with integrations as we expand our suite of applications.

You will be joining a dynamic and fast paced team of experienced Salesforce Administrators and Developers. We will work closely together to design the best solutions for our users, and make the best technical decisions for our company that will significantly impact Motive’s growth and global expansion.

What You'll Do:

• Provide real-time support for issues related to Salesforce and other integrated platforms; troubleshoot, escalate, and resolve issues promptly reported on the Enterprise Systems Service Desk.
• Administer and support Salesforce.com, including but not limited to user management, data import/update, bug investigations, and enhancements.
• Manage end-user profile configurations, reporting, dashboards, and permissions.
• Oversee the onboarding for the Enterprise Systems Tech-Stack.
• Analyze and prioritize enhancement requests and implement appropriate changes and/or escalate to the change advisory board when necessary.
• Manage workload and projects, many on a time-sensitive basis, while maintaining accuracy and strong attention to detail.
• Create and update documentation for different audiences within the team.

What We're Looking For:

• Must have prior experience in a user-facing technical support, application support, or Service Desk role.
• Requires at least 2 years of hands-on experience using and providing first-line support for Salesforce, with a focus on assisting end-users with their day-to-day tasks and issues.
• Familiarity with the standard user functions of Salesforce Sales Cloud and Service Cloud is required.
• Strong troubleshooting skills with the ability to diagnose and resolve user-reported application problems.
• Proven ability to independently manage a ticket queue, set priorities, and handle multiple requests accurately and efficiently.
• A technical background with a general understanding of business systems is necessary.
• A Salesforce Administrator certification is a plus, but not mandatory.
• Experience assisting users with related systems like NetSuite or Zuora is a plus.