Sr. Applications Administrator

The Role:

The 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.

• 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 assisted methods across development, testing, and optimization.
• Use AI tools, specifically Claude, to accelerate solution design, generate and review configuration and code, build and execute test cases, document systems, and analyze performance.
• Champion responsible, governed AI use and help mature AI adoption practices across the EDBS function.

• Ensure systems and processes adhere to applicable regulatory requirements and internal control frameworks, including CMMC, HIPAA, SOX, and SOC 2 relevant controls where applicable.
• Partner with IT Security and identity governance on data protection, access certification, and audit readiness.
• Maintain evidence and documentation sufficient to satisfy internal and external audit.

• Tie all work to broader business objectives, understanding how the CRM and PSA both support a 360-degree view of the customer.
• Prioritize the backlog by business value and connect enhancements to measurable outcomes.

• Operate to defined operational excellence standards, including KPI performance and continuous improvement.
• Define, monitor, and report on system and service KPIs, and act on the trends they reveal.
• Drive root cause analysis and permanent fixes over recurring workarounds.

• Keep the user experience and our customers at the center of every…