Systems Admin, Service Operations

The Systems Administrator drives continuous improvement of platforms supporting Professional Services and Client Success. This role designs and builds scalable solutions according to best practices, manages the Salesforce Service Cloud and PSA roadmap, and ensures data integrity through effective administration and governance of these systems.

Starting base pay for this role is between $64,800 and $81,000. The actual base pay is dependent upon many factors, such as transferable skills, work experience, business needs, training, location, and market demands. The base pay range is subject to change and may be modified in the future. This role will be eligible for a bonus as well as competitive medical, dental, and vision benefits, wellness reimbursement, life insurance, and a 401(k) with company match. We offer vacation and sick leave benefits (under a flexible time off policy in most states).

• Owns system build and configuration changes in Salesforce Service Cloud and Certinia (FKA FinancialForce) PSA, including (but not limited to): Flows, fields, page layouts, record types, custom settings, dashboards, reports, and more
• Serves as a subject-matter expert on Certinia (FKA FinancialForce) PSA and Service Cloud
• Owns and executes the project creation process in Certinia PSA
• Owns and executes data maintenance activities within Certinia PSA and other systems to ensure accuracy and compliance with organizational standards
• Manages all aspects of user and license management, including new user setup/deactivation, roles, profiles, permissions, installed package licenses, public groups, and more across systems utilized by Professional Services and Client Success teams
• Performs database maintenance tasks, including diagnostic tests and duplicate entry cleansing
• Evaluates and installs new releases, as well as providing training and support
• Improves existing Salesforce Service Cloud and Certinia PSA instances and oversees ongoing
  performance, maintenance, customization, and improvements of the Salesforce environment
• Configures and administers complex Salesforce environments and ensures smooth integration with other systems
• Documents processes, including error reports and changes to field history tables.
• Identifies and gathers requirements from users and stakeholders and translates them into custom workable solutions within the tool
• Effectively communicates, prioritizes, and manages all aspects of a project that impacts service team systems
• Partners with stakeholders at all levels, with the ability to translate technical information, clearly explaining design options and their potential impact
• Stays current on all system releases and works with the appropriate developer(s) to ensure system maintenance is up to date, and best practices are being properly followed
• Monitors user adoption and identifies new ways to engage end users and support end-user continued education
• Partners with the Enablement team to develop training and create supporting training materials
• Stays up to date on Salesforce Sales Cloud, Service Cloud, Certinia PSA, and other relevant tools and integrations, and assists in implementing and documenting necessary process improvements

• Bachelor's Degree in Computer Science or a business-related field
• Salesforce certified Administrator
• Experience in performing system upgrades (i.e., Salesforce & Certinia PSA) and ensuring successful integration
• Knowledge of Salesforce products and their functionalities
• Proficiency in creating and managing user profiles, allocating roles, and managing access
• Knowledge of importing data and generating reports
• Ability to provide Salesforce training and end-user support
• Base understanding of CPQ and Quote-to-Cash processes
• Base understanding of Service Cloud
• Certinia PSA certifications (highly preferred)
• Deep understanding of the Salesforce ecosystem, including data model, platform capabilities, and integrations
• Experience partnering with a Services organization to support delivery, enablement, and process optimization
• Experience designing, implementing, and supporting large-scale, complex Salesforce + PSA + Service Cloud solutions in a production environment
• Familiarity with PSA capabilities, including Project Management, Resource Management, Time & Expense, Billing, and Revenue Recognition
• Familiarity with Service Cloud capabilities includes case management and customer success management

• Medical and Dental coverage available for employees, dependents, domestic partners, and spouses
• Paid Time Off – Flexible options plus 10 paid company holidays where available**
• All full-time positions are hybrid, with many eligible to be completely remote
• Fully Paid by Origami Risk – Vision insurance, Short & Long-Term Disability Insurance, and Basic Life Insurance
• Generous family leave options—including adoption and foster care placements
• Pre-Tax Savings Accounts – Flexible Spending