Sr. Salesforce Knowledge Administrator

1 month ago

Remote, Oregon, United States The Cigna Group Full time
The job profile for this position is Operating Effectiveness Senior Advisor, which is a Band 4 Senior Contributor Career Track Role.

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We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply

Our people make all the difference in our success.

An effective Knowledge Management strategy enables Cigna to improve how we provide exceptional customer and client experiences through digital and live channels. This role will be an active leader and contributor to Cigna's enterprise strategy for Knowledge Management.

As a member of the enterprise knowledge management team, Cigna's Salesforce Knowledge Administrator will work as part of a team dedicated to enhancing and maximizing the value of the Salesforce Knowledge platform. This person will assist in monitoring and analyzing the system usage across multiple lines of businesses, identifying opportunities for continuous improvements, enable improvements, while mentors and supporting his/her peers.


Principal Responsibilities:

  • Design, Develop and implement strategical solutions into Salesforce that solve business needs of our customers.
  • Lead innovation of working solutions to address gaps or issues in Knowledge Management practices.
  • Handle on‐going customization and configuration of Salesforce Knowledge and related objects.
  • Evaluate and implement selected AppExchange features
  • Design, configure, and develop new features native to Salesforce.
  • Maintain, enhance and create flows and configurations within the environment.
  • Create new reporting capabilities and respond to ad hoc reporting requests as needed.
  • Maintain documentation on all configurations and customizations related to the Salesforce org
  • Monitor and analyze usage, identifying opportunities for improvement
  • Provide support functions as needed.
  • Justify and champion clearly defined improvements in the enterprise knowledge management platform to close the prioritized gaps
  • Explore innovative opportunities to enhance the knowledge management strategy and platform
  • Work as a member of the KM / KCS Agile Release Train (ART) to scope, prioritize, and deliver new features
  • Build and maintain and lead strong relationships with business and IT partners
  • Support the organizational change management activities to successful adopt enhancements and new releases
  • Build strong partnerships with other IT and business organizations.
  • Quality and timely reporting of progress, exceptions, and project risks and issues
  • Contribute to the development of KM excellence at Cigna through KM enablement activities such as mentoring, active participation in collaborative communities, and contributions to forums and websites
  • Stay abreast of industry trends in the field of Knowledge Management and Salesforce, and seeks opportunities for self-directed development

Job Requirements

  • 5 to 8 years of Salesforce administration experience
  • In‐depth knowledge of the standard capabilities of SFDC
  • Advanced skills in developing and maintaining complex flows
  • Demonstrated experience expanding standard Salesforce capabilities through the use of custom code (Apex, s‐controls) and/or integration with external systems
  • Ability to learn and use new technology, applications and tools quickly.
  • Strong reporting background using standard reporting tools including standard reporting functionality
  • Assessment and analysis experience
  • Strong problem-solving skills
  • Change Management experience
  • Ability to deal with ambiguity, embracing change and helping others see it as an opportunity and stay focused on goals while adapting to change
  • Excellent communication skills - verbal and written and training, along with excellent presentation skills able to clearly convey complex blends of business and technical matters to a range of audiences
  • Influencing Skills - able to articulate points clearly and concisely; able to negotiate effectively with diverse stakeholders
  • Flexibility to change course based on business needs; effectively manage and deal with change
  • Ability to function in a fast-paced environment and prioritize multiple tasks under tight deadlines
  • Customer orientated thinker
  • Self-motivated and demonstrated ability to drive results
  • Successful experience working remotely, utilizing virtual meeting and collaboration tools
  • Some travel may be required (

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