Salesforce Support Analyst/Administrator

ANDERSEN CORPORATION SUMMARY:

At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.

Job Description:

PURPOSE:
The Salesforce Systems Administrator is a mid-level technical position dedicated to the support and management of Salesforce applications and their integration with enterprise platforms such as MuleSoft, Azure, and BAAN. This role emphasizes hands-on system configuration, documentation, and the implementation of production fixes to ensure operational continuity. It plays an active role in agile delivery processes, including the development of user stories, maintenance of production knowledge resources, and participation in scrum ceremonies. Effective communication with end users and stakeholders is essential to promote timely updates, issue resolution, and cross-team collaboration.
PRIMARY RESPONSIBILITIES:
¿ Serve as the Product Team escalation point for Tier I or Tier II system support needs,
¿ Create and maintain our knowledge management documents and protocols for self-service and Tier I/II support teams
¿ Establish escalation path templates and processes supporting the applications in the Retail operations capabilities
¿ Participating in Product Team Agile ceremonies
¿ Apply advanced problem-solving and collaboration skills to support, maintain, and administer Salesforce environments, including integrations to cross platforms.
¿ Identify and implement automation and process optimization opportunities within Salesforce and its connected systems.
¿ Respond promptly to production issues, ensuring thorough incident communication, adherence to incident management protocols, and completion of root cause analysis.
¿ Collaborate closely with the Product Team to translate identified defects into actionable user stories, ensuring timely inclusion in the product backlog via Jira for resolution planning and prioritization.
¿ Communicate technical requirements, issues, and updates clearly to non-technical stakeholders and management.
¿ Monitor system performance and user activity to proactively identify recurring issues, anomalies, or potential bugs across Salesforce applications and integrated platforms, leveraging automated alerts and monitoring tools to ensure timely detection and response.
¿ Participate in a 24/7 on-call rotation to support critical Salesforce operations and ensure system uptime.
¿ Collaborate with Salesforce support and third-party vendors to resolve platform-related issues and ensure alignment with the latest Salesforce releases and updates.
¿ Provide mentorship and guidance to junior Salesforce administrators and support staff.

QUALIFICATION AND SKILL REQUIREMENTS:
¿ Bachelor¿s degree (Computer science, Management Information Systems, Information & Communication technologies preferred) with an emphasis in a specific technology area or equivalent work experience and technical training
¿ Minimum 3 years of hands-on experience supporting Salesforce enterprise orgs, including implementations of Sales Cloud, Service Cloud, and Experience Cloud
¿ Salesforce Administrator Certification preferred; additional certifications (e.g., Advanced Administrator, Platform App Builder) are a plus
¿ Experience with Salesforce platform tools such as Flow, Process Builder, Validation Rules, and Lightning App Builder
¿ Understanding of data management best practices, including data imports/exports, deduplication, and data integrity
¿ Knowledge of Salesforce security model, including profiles, roles, permission sets, and sharing rules
¿ Experience with third-party integrations and middleware platforms such as MuleSoft or APIs
¿ Strong verbal and written communication skills, proficient in the ability to express low to medium level technical concepts in business terms
¿ Strong analytical, problem-solving, and conceptual skills
¿ Strong interpersonal skills; ability to work well on cross-functional project teams and foster team commitment to tasks

Pay Range:

$77, $119,745.00

CULTURE AND BENEFITS:

At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member's wellbeing and success. Availability of benefits may differ by site or position.

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings