Job Summary:

This role provides systems-level support in the installation, configuration, maintenance and customization ensuring smooth operations of the platforms/applications. Manages and configures user accounts, roles and permissions. Identifies and resolves technical issues related to data, processes or user experience and monitors user adoption and data accuracy. Manages system updates, releases and regular systems maintenance tasks.

Accountabilities:

• Customize Salesforce to align with business processes and requirements. This includes creating custom objects, fields, workflows, validation rules, and page layouts.

• Manage user accounts, profiles, roles, and permissions.

• Monitor and maintain data integrity and cleanliness within the Salesforce database.

• Assist users in creating reports and dashboards to provide valuable insights to various stakeholders, helping them make data-driven decisions.

• Utilize process automation tools like workflows, process builders, and flows to automate routine tasks and streamline business processes.

• Able to identify unused or underutilized platform features and is able to make recommendations.

• Identify and resolve technical issues related to Salesforce functionality, data, or user experience.

• Stay updated on Salesforce features, best practices, and industry trends. Propose and implement improvements to enhance system performance and user experience.

• Documenting error reports and changes to field history tables in Jira, Confluence and/or other systems.

• Provide Salesforce training and end-user support as needed.

• Assist the team in code and design reviews.

• Assist the end users with testing new Salesforce functionality that supports business requirements.

• Assist in triaging support tickets

• Ensures system documentation is up to date, including data related to incidents and enhancements

• Updates system documentation per the change/release process

Applied Knowledge and Skills:

• Good understanding of Salesforce configuration, customization, and data management.

• Proficiency in creating and managing reports, dashboards, and workflows.

• Experience with process automation tools like process builders and flows.

• Knowledge of Salesforce products and their functionalities.

• Excellent relationship-building skills and ability to liaise with stakeholders at all levels.

• Experience with UAT, testing and change management practices.

Problem Solving and Impact:

• Strong problem-solving and analytical abilities to identify and address system issues, recommend solutions, and troubleshoot effectively

• Exercises judgment within defined procedures and practices to determine methods and techniques to obtain results.

• Decisions may affect the management and operations of an area within a department.

Supervision Given/Received:

• Provides recommendations to the team for system upgrades and cost –benefit analysis to make business decisions.

• Typically reports to a Manager or Associate Director

• No direct reports

Education:

Bachelor's Degree or its International Equivalent • Computer Engineering, Computer Science, Information Technologies or Related Field.

Experience:

• 5-8 years of experience as a Salesforce administrator in the Lightning platform

• Certified Salesforce Administrator is preferred but not required.

Typical Physical Demands:

• Typical office environment.

• Ability to spend long hours looking at computer screen and doing repetitive work on a keyboard.

• Ability to sit and stand for extended periods of time.

• Ability to lift/move up to 5 lbs.

Technology to be Used:

Computer/Laptop, Microsoft applications (i.e., Office 365, SharePoint, Skype/Zoom/Teams), cell phone/mobile technology, and standard office equipment.

Travel Requirements:

Less than 10%

The expected US Based hiring salary range for this role is listed below. Candidates FHI 360 pay ranges represent national averages that vary by geographic location. When determining an offer amount, FHI 360 factors in multiple considerations, including but not limited to: relevant years of experience and education possessed by the applicant, internal equity, business sector, and budget.

Base salary is only one component of our offer. FHI 360 contributes 12% of monthly base pay to a money purchase pension plan account. Additionally, all US based staff working full-time, which is calculated at 40 hours/week, receive 18 days of paid vacation per year, 12 sick days per year, and 11 holidays per year. Paid time off is reduced pro rata for employees working less than a full-time schedule.

US Based Hiring Salary Range: $83,000 - $100,000

International hiring ranges will differ based on location

This job posting summarizes the main duties of the job. It neither prescribes nor restricts the exact tasks that may be assigned to carry out these duties. This document should not be construed in any way to represent a contract of employment. Management reserves the right to review and revise this document at any time.

FHI 360 is an equal opportunity and affirmative action employer whereby we do not engage in practices that discriminate against any person employed or seeking employment based on race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, marital status, physical or mental disability, protected Veteran status, or any other characteristic protected under applicable law.

Our values and commitments to safeguarding: FHI 360 is committed to preventing any type of abuse, exploitation and harassment in our work environments and programs, including sexual abuse, exploitation and harassment. FHI 360 takes steps to safeguard the welfare of everyone who engages with our organization and programs and requires that all personnel, including staff members and volunteers, share this commitment and sign our code of conduct. All offers of employment will be subject to appropriate screening checks, including reference, criminal record and terrorism finance checks. FHI 360 also participates in the Inter-Agency Misconduct Disclosure Scheme (MDS), facilitated by the Steering Committee for Humanitarian Response. In line with the MDS, we will request information from job applicants’ previous employers about any substantiated findings of sexual abuse, exploitation and/or harassment during the applicant’s tenure with previous employers. By applying, job applicants confirm their understanding of these recruitment procedures and consent to these screening checks.

FHI 360 will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws.

FHI 360 will never ask you for your career site username or password, and we will never request money, goods or services during the application, recruitment or employment process. If you have questions or concerns about correspondence from us, please email CareerCenterSupport@fhi360.org.

FHI 360 fosters the strength and health of its workforce through a competitive benefits package, professional development and policies and programs that support a healthy work/life balance. Join our global workforce to make a positive difference for others — and yourself.

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