Salesforce Administrator, Customer Experience Professional

1 month ago

Canandaigua, New York, United States The New York Independent System Operator Full time
Job Summary

The New York Independent System Operator (NYISO) is seeking a highly skilled Salesforce Administrator, Customer Experience to join our team. As a key contributor to the Stakeholder Services team, you will provide support for the Salesforce platform and associated add-on applications. This role is part of our External Affairs group responsible for the successful execution of the customer experience for NYISO stakeholders and customers, both internal and external.

Key Responsibilities
  • Collaborate across the organization to gather and understand business requirements related to the Salesforce functionality.
  • Support add-on applications such as Pardot, Conga, Form Assembly, DocuSign, Email to Case Premium, Chat, and Cloud Coach.
  • Configure Salesforce using native tools like Flows, Email Alerts, and Lightning App Builder to meet business needs and improve user experience.
  • Create and maintain custom objects, fields, formulas, validation rules, workflows, and approval processes as needed.
  • Manage user roles, profiles, permissions, and security settings in Salesforce to ensure data integrity and user access control.
  • Monitor data quality and integrity within Salesforce, identifying and resolving data issues as needed.
  • Create and maintain documentation related to system configuration, processes, and training materials for end users.
  • Provide ongoing support and training to Salesforce users, troubleshooting issues and implementing enhancements as needed.
  • Stay current with Salesforce updates, new features, and best practices to recommend and implement improvements to our Salesforce instance, including all portals.
  • Collaborate with Product teams and IT as needed for more complex customization and integration with projects.
  • Identify process documentation changes and update appropriate documentation.
  • Develop and deliver presentations related to Salesforce functionality as it pertains to NYISO Implementations.
  • Responsible for customer data entry and data maintenance including customer files, software, and process administrator changes.
  • Ability to understand NYISO technical documents (tariffs, technical bulletins, manuals, guides) for discussions with both internal and external customers as it pertains to NYISO Salesforce implementations and user community.
  • Support existing customer Portals, maintain access / functionality for customers development of knowledge documentation that includes answers to frequently asked questions and educational material.
  • Participates in internal/external audit review process to validate proper controls are being followed within the Salesforce platform. Provide material to Internal Audit and interact with outside auditors validating proper controls exist with Salesforce processes. Perform periodic and ad hoc reports and analyses.

Requirements
  • Bachelor's degree from an accredited university or college in Computer Science or Information Systems.
  • Three to five years' experience as a Salesforce Administrator developing solutions with the Salesforce application.
  • Good understanding of the Salesforce platform including strategic design, data mapping and user experience.
  • NYISO or energy industry experience preferred but not required.
  • Salesforce Administration certification preferred but not required.

Additional Requirements
  • Ability to read, analyze and interpret common scientific and technical documents. Ability to effectively present information in one-on-one and small group situations to market participants, department managers and other employees.
  • General level of competency in Windows operating environment using MS Office applications, such as Word, Excel, Access, and PowerPoint, e-mail, and internet programs.

Work Environment

The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences, and training. May require work on nights, weekends, or holidays.

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