Senior Salesforce Administrator – Service Cloud

Who we are: For over 25 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world's most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It's a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

As Senior Salesforce Administrator – Service Cloud, you will have day‑to‑day responsibility for the overall health, security, administration, configuration and support of Global Relay's Salesforce products that enable our Service Teams to assist our growing Customer base. Reporting to the Senior Manager, CRM Systems, this role forms part of Global Relay's Enterprise Systems team and secures the foundation of and extensions to our Salesforce applications, with a focus on standardization and minimal technical debt.

Salesforce is at the heart of many Global Relay business processes and requires constant collaboration, workflow enablement and data management to help the organization meet its increasing growth targets. The responsibilities also include monitoring the health of integrations with other related systems and coordinating all changes with the efforts of Sales Cloud Administration Team. The protection, security, and privacy of our data and environments will be your first and foremost priority, ensuring that all security settings and information sharing are aligned with our information security policies.

You will supervise other administrators on the Service Cloud Team, participate in the hiring process as the Team expands, and set standards for effective execution of administrator duties, workloads and quality.

• Responsible for configuration, security and end‑user support of the  Service Cloud platform including Experience Cloud
• Configure and maintain custom objects, record types, fields, page layouts, formulas, data validation rules, custom workflows, approval processes, installed packages, etc. within
• Maintain user roles and profiles, all security settings, access settings, etc. with adherence to Information Security policies to ensure the security and privacy of data at all times.
• Establish and implement best practices with regards to system maintenance, configuration, data integrity, etc.
• Analyze Service Cloud Cases, user behavior and system use trends to identify areas of optimization, streamlining and automation that will minimize unnecessary administrator work or excessively manual work that can be eliminated.
• Manage data imports, database de‑duplication and cleanup.
• Manage the integration of applications connected to
• Identify production risk areas and facilitate successful implementation and adoption of risk mitigating processes.
• Support the Technical Program Manager in cross‑functional projects and strategic changes to systems and processes by executing all required configurations needed to complete each sprint release.
• Stay up to date on upcoming Salesforce changes, ensure adequate testing of new Releases is completed promptly, and bring forward ideas for implementing new functionality that will provide benefits to our Stakeholders
• Develop and implement training for end‑users and maintain all training materials and guides for processes related to  business applications.
• Supervise other Salesforce Service Cloud Admins, overseeing their capacity, work distribution and work quality.

• Bachelor's degree in business…