Salesforce System Administrator / Business Support:

Experience : 8+ Years

Work Mode : Remote

Employment Type : Contract

Domain : Healthcare

Job Summary :

We are seeking an experienced Salesforce System Administrator / Business Support professional to provide end-to-end Salesforce administration, user support, and business enablement services. The role involves supporting business users, managing Salesforce platform operations, troubleshooting issues, maintaining system integrity, and ensuring seamless adoption of Salesforce solutions across the organization.

The ideal candidate should have strong hands-on experience in Salesforce Administration, stakeholder communication, user support, ticketing systems, and incident management. Experience supporting Sales Cloud, Service Cloud, and preferably Health Cloud within healthcare environments is highly preferred.

Required Skills & Experience :

- 8+ years of experience in Salesforce Administration and business/user support roles.

- Strong hands-on experience with Salesforce Administration, including user management, profiles, roles, permissions, and security settings.

- Experience supporting Salesforce Sales Cloud and Service Cloud (Health Cloud preferred).

- Strong experience providing business user support, issue resolution, and troubleshooting.

- Experience managing support tickets, incident management, and service support processes.

- Strong analytical, problem-solving, and troubleshooting skills.

- Experience maintaining data quality, system integrity, and compliance standards.

- Ability to collaborate with business stakeholders and technical teams to resolve issues and support enhancements.

- Excellent verbal and written communication skills.

- Experience creating user documentation, SOPs, training materials, and conducting end-user training sessions.

Key Responsibilities :

User Support & Business Enablement :

- Serve as the primary point of contact for Salesforce-related business user queries and issues.

- Provide timely troubleshooting, issue resolution, and day-to-day user support.

- Guide users on Salesforce functionality, system usage, and best practices.

- Ensure a high-quality support experience through proactive communication and follow-ups.

Communication & Stakeholder Management :

- Collaborate with business stakeholders to understand requirements and operational challenges.

- Communicate issue status, resolutions, system updates, and enhancements effectively.

- Coordinate with technical teams for escalations and system improvements.

Salesforce Administration & Maintenance :

- Manage Salesforce users, roles, profiles, permissions, and security settings.

- Perform routine administration activities including data updates, validations, monitoring, and maintenance.

- Maintain data quality, system integrity, and compliance with organizational standards.

Issue Management & Support Operations :

- Handle support tickets using structured ticketing and incident management processes.

- Track, document, and maintain issue logs, resolutions, and improvement actions.

- Escalate complex technical issues to appropriate teams when required.

Training & Documentation :

- Create and maintain user guides, FAQs, SOPs, and training documentation.

- Conduct onboarding and periodic training sessions for business users.

- Support process documentation and knowledge-sharing initiatives.

Continuous Improvement :

- Identify recurring issues and recommend process improvements.

- Support Salesforce enhancement initiatives based on business needs.

- Contribute to improving overall system efficiency and user satisfaction.

Good to Have :

- Experience with Salesforce Health Cloud.

- Healthcare domain experience.

- Salesforce Administrator Certification.

- Exposure to Salesforce reporting, dashboards, and workflow automation.

- Experience supporting remote and distributed business teams.

- Knowledge of ITIL-based support processes and best practices.

Education Qualification :

- Bachelors degree in Computer Science, Information Technology, Business Administration, or a related field required, or equivalent experience.

- Salesforce Administrator Certification preferred.

- Additional Salesforce certifications are a plus.