Salesforce Administrator

Location: Remote, with required attendance at all scheduled in-person staff retreats in Durham, NC. The current cadence is two 3-day retreats annually.

Position Type: Full-Time, Exempt

Reports to: Director of Data Systems

Background:

Family Connects (FC) is an independent 501c3 non-profit, that provides training, implementation support, and national leadership for the expansion of the evidenced-based Family Connects Model, developed at Duke University. The Family Connects model is a community-based program supporting new parents in caring for their newborns, offering physical assessments of the postpartum person and infant, addressing questions about caring for a newborn, providing supportive guidance, and helping them access any needed community services or resources .

Occupational

Summary:

The Salesforce Administrator is the central point of contact for FCI’s Health Cloud database system, empowering hundreds of users to leverage their own data to improve the lives of families with newborns. The Administrator’s role is to ensure that users have the training and tools to use the database successfully, to troubleshoot and resolve any challenges faced by users, and to use what they learn to contribute to ongoing system enhancements.

The Administrator applies deep Salesforce and Salesforce Health Cloud expertise while maintaining a s strong understanding of HIPAA requirements, including complex situations involving data visibility, user permissions, and system access . They ensure compliance is monitored , traced, and documented from the initial user sup port ticket through administrative resolution.

T he Salesforce administrator should enjoy engaging with users and translating new business processes into technical solutions. They will own every aspect of the customer experience, from receiving and acknowledging help requests, assigning tickets, resolving tickets, ensuring customer satisfaction, and i dentifying challenges that require n ew solutions . They will be a friendly , reliable support partner to hundreds of nurses and public health leaders nationwide who rely on the Family Connects centralized database to improve family outcomes.

Job Responsibilities:

Lead all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules

Maintain and administer Salesforce Health Cloud in alignment with HIPAA policies, data privacy requirements, and internal access control standards, ensuring compliance-related actions are traceable from i nitial user activity through resolution and administrative documentation

Manage the process of user support tickets start to finish receiving and acknowledging support tickets, assigning tickets, and ensuring that they are resolved to the customer’s satisfaction in a timely manner

Salesforce configuration changes, including but not limited to workflow, process builder, assignment rules, approval processes, fields, page layouts, record types, apps, dashboards, and reports

Assist with user training and creation of training materials

Identify and gather requirements, translating into best practice, scalable solutions with a focus on exceptional user experience

Help create and groom user stories or optimal system experience

Identify unused or underutilized platform features

Help to create a platform roadmap and define priorities, liaising with stakeholders

Support the communication of any platform changes to end users and stakeholders

Data management to improve salesforce data quality, implementing rules and automation as needed

Proactive system maintenance including security reviews, release updates, health check, and optimizer

Monitor and improve user adoption

Continued professional development to…