Senior Salesforce Service Cloud Analyst

This role serves as the primary administrator and analyst for Salesforce Service Cloud, with end-to-end ownership of the platform's health, configuration, and integrations with third-party systems. The administrator manages users, roles, profiles, permission sets, sharing rules, queues, and public groups, and ensures access to sensitive data follows least privilege principles.

A core responsibility is configuring and continuously improving the case management experience for internal staff support. This includes record types, page layouts, the Lightning Service Console, assignment and escalation rules, Email-to-Case, Omni-Channel routing, and entitlements and milestones that track service levels. The administrator builds and maintains automation in Flow, retires remaining legacy Workflow Rules and Process Builder automation, and keeps Salesforce Knowledge, macros, and quick text current so staff receive consistent, efficient support.

The role also owns data management for the platform. This covers imports, bulk loads, deduplication, and ongoing data quality, as well as the operation and maintenance of recurring scheduled and scripted loads into Salesforce.

On the analyst side, this position partners with internal stakeholders to gather requirements, document current and future-state processes, and translate business needs into configured solutions. The analyst develops reports and dashboards for service KPIs and operational trends and uses that data to present findings and recommend improvements to leadership.

To keep the platform stable, the administrator prepares for each of Salesforce's three annual releases by reviewing release notes, performing regression testing, and communicating impacts to users. The role also provides tier-2 support and training for Service Cloud users.

Beyond Service Cloud, this position acts as backup administrator for Salesforce Marketing Cloud and helps maintain data integrity between the two clouds. As a member of the Business Applications team, the role also supports other applications in the team's portfolio as assigned, including incident and request handling, configuration changes, testing, and documentation.

Additional Information
Job Status: 40 hours per week, eligible for benefits
Shift: Monday - Friday, 8am-5pm. Work hours may vary based on the needs of the department. This role participates in an on-call rotation.

• This position has potential to be fully remote if applicant is located within CHCO hiring region.
  

Duties & Responsibilities

• Analyzes and diagnoses complex system problems, identifies root cause, and then solves the problem or escalates issues to other appropriate IT staff when outside area of responsibility or expertise.

• Plans, designs, implements, maintains and provides ongoing optimization and support for applications.

• Gathers, validates, and translates complex technological requirements into design and development specification while providing product management.

• Collaborates with system users to and other IT professionals evaluate, plan, design, develop, test, implement and maintain systems.

• Addresses highly technical issues that occur during installation and maintenance activities.

• Completes or coordinates the preparation, coding, testing, and debugging of complex programs.

• Analyzes, designs and builds workflows to meet the needs of users.

• Configures and integrates electronic and mechanical hardware with software products to meet the functional criteria of client specifications.

• Gathers and analyzes information to resolve incidents and troubleshoot problems. Documents the process and resolves the problem.

• Documents design, application and technical specifications as appropriate. Works with others to create support and training documents.

• Identifies and clarifies reporting needs and expectations with end users and works with report developers to clarify data and reporting needs.

• May serve as a subject matter expert (SME) in the underlying data structure to assist report developers with complex report needs.

• Partners with vendor to troubleshoot and resolve system problems, to improve product performance and usability.

• Provides vendor with recommendations for system improvements.

• Reviews documentation for complex upgrades and monthly system updates. Evaluates possible changes and impacts with other analysts and end users.

• Supports end users and provides primarily Tier 2 and Tier 3 support for supported systems.

• Serves as a mentor to team members as requested for technical and customer support skills development.

• Acts as a project lead for complex projects.

• Simplifies complex workflows.

• Assumes on-call responsibilities as required.

Minimum Qualifications

• EDUCATION - Bachelor's degree is required.

• EXPERIENCE - Minimum of five (5) years of related experience is required.

• EQUIVALENCY - Combination of post-high school education, job related certification, and/or related experience equivalent to nine (9) years may be considered in lieu of minimum requirements.

Preferred experience and qualifications

• 3+ years of Salesforce administration with hands-on Service Cloud experience.
• Salesforce Administrator certification (Platform Administrator) strongly preferred; Service Cloud Consultant, Platform App Builder, or Advanced Administrator (Platform Administrator II) certifications are a plus.
• Exposure to Marketing Cloud administration or the Marketing Cloud Connect integration.
• Proven business analysis skills, including requirements gathering, process mapping, and stakeholder communication.
• Strong reporting and data skills, such as SOQL, Data Loader, and dashboard design.
• Familiarity with deployment tooling (change sets, DevOps Center, or similar) and enough Apex/Flow literacy to troubleshoot and support developers or vendors.
• Experience supporting multiple enterprise applications and comfort learning non-Salesforce platforms.
• Background in IT service management or ITIL processes.

Salary Information
Pay is dependent on applicant's relevant experience.

Annual Salary Range (Based on 40 hours worked per week): $105,046.99 to $157,570.49

Benefits Information
Here, you matter. As a Children's Hospital Colorado team member, you will receive a competitive pay and benefits package designed to take care of your needs that includes base pay, incentives, paid time off, medical/dental/vision insurance, company provided life and disability insurance, paid parental leave, 403b employer match (retirement savings), a robust wellness program, and access to professional development tools, including an education benefit to help you advance your career.

As part of our Total Rewards package, Children's Colorado offers an annual employee bonus program that rewards eligible team members based on organizational performance. If organizational goals are met for the year, the bonus is paid out the following April.

Children's Colorado delivers annual base pay increases to eligible team members based on their performance over the previous year.

EEO Statement
It is our intention that all qualified applicants be given equal opportunity and that selection decisions be based on job-related factors. We do not discriminate on the basis of race, color, religion, national origin, sex, age, disability, or any other status protected by law or regulation. Be aware that none of the questions are intended to imply illegal preferences or discrimination based on non-job-related information. The position is expected to stay open until the posted close date. Please submit your application as soon as possible as the posting is subject to close at any time once a sufficient pool of qualified applicants is obtained.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of attendance at or graduation from an educational institution. You will not be penalized for redacting or removing this information.

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