Sr. Applications Administrator

The Role

Senior Applications Administrator owns the health, performance, and continuous evolution of our core business applications, with primary accountability for our Salesforce CRM environment and secondary accountability for our Kantata SX PSA environment. This person is the bridge between business vision and scalable system design: they translate the high-level goals of executive and functional stakeholders into simple, governed, and durable solutions that improve how we serve our customers.

Senior Applications Administrator owns the health, performance, and continuous evolution of our core business applications, with primary accountability for our Salesforce CRM environment and secondary accountability for our Kantata SX PSA environment. This person is the bridge between business vision and scalable system design: they translate the high-level goals of executive and functional stakeholders into simple, governed, and durable solutions that improve how we serve our customers.

This is a senior, hands-on role for someone who treats system administration as a discipline of optimization and control, not maintenance. The right person is a rigorous builder, a strong governance practitioner, a clear communicator, and a visible advocate for AI assisted ways of working. They understand that our CRM and PSA are not isolated tools; together they create a 360-degree view of our customers, and every enhancement should strengthen that view while holding the line on compliance, data quality, and operational excellence.

• Drive continuous improvement of our Salesforce CRM as the primary platform, with secondary support for Kantata SX, identifying friction, performance gaps, and automation opportunities, then designing and delivering enhancements that scale.
• Own platform configuration, data models, automation, integrations, and the overall solution architecture for the applications in scope.
• Tune system performance and proactively monitor health, capacity, and reliability against defined service expectations.

• Establish and enforce strong governance and controls over system performance, configuration, and change.
• Maintain a disciplined sandbox, release, and version control practice, with documented approvals, segregation of duties, and auditable history.
• Manage user access, roles, profiles, and permissions under a least privilege model, with periodic access reviews.

• Follow a rigorous end-to-end development lifecycle: requirements intake, design, build, test, UAT, deployment, and post-release validation.
• Produce and maintain technical documentation, design specifications, test plans, and runbooks aligned to corporate IS change and release management standards.
• Apply structured change and release management to every production change.

• Direct and quality-check the work of offshore consultants and vendor partners, setting clear scope, acceptance criteria, and delivery standards.
• Manage day-to-day execution, code and configuration review, and knowledge transfer to keep ownership and institutional knowledge in house.
• Hold partners accountable to timelines, quality, and defined scope.

• Partner with executive and functional stakeholders to understand the business vision, then translate it into simple, scalable, and maintainable solutions.
• Communicate tradeoffs, risks, and recommendations clearly to both technical and non-technical audiences.
• Lead requirements discovery and present options with a clear recommended path.
• Lead the Steer Co for CRM and PSA, owning the agenda, framing decisions, and driving alignment on priorities and roadmap.

• Stay ahead of the platform roadmap, evaluate new functionality and emerging technologies, and present assessed recommendations to stakeholders.
• Run controlled pilots and proofs of concept to validate value before adoption.
• Bring a progressive, curious mindset and raise the technical bar for the team.

• Serve as a strong advocate and active driver of AI…