Business Systems Analyst Salesforce​/Service Cloud Administrator

Business Systems Analyst 2:
Salesforce / Service Cloud Administrator

Location:

United States

At Frontline Education, our mission is to transform how schools work so every educator and student succeeds. Our vision is simple but powerful: every school thriving, every community stronger.

We’re looking for a Business Systems Analyst 2 with deep Salesforce and Service Cloud administration experience to help power the systems and workflows that support our customers and internal teams every day. In this role, you’ll help create scalable, thoughtful support experiences that improve efficiency, strengthen collaboration, and enable teams to focus on delivering exceptional outcomes for educators and school communities.

You’ll work closely with stakeholders across Support, Customer Success, Revenue Operations, Finance, and Enterprise Applications to optimize processes, solve operational challenges, and continuously improve how we use Salesforce to serve our customers. This role blends platform administration, problem‑solving, user enablement, and operational ownership in a fast‑moving SaaS environment.

• Administer and support Salesforce with a strong focus on Service Cloud capabilities and support operations.
• Configure and maintain case management workflows, queues, assignment rules, escalation paths, entitlements, and related automation.
• Troubleshoot user issues, configuration challenges, automation defects, and data integrity concerns across the Salesforce platform.
• Partner with business stakeholders to understand operational pain points and translate needs into scalable, sustainable platform solutions.
• Support platform releases, testing coordination, documentation, and change management activities.
• Improve operational consistency by documenting configurations, workflows, recurring processes, and support procedures.
• Assist with backlog grooming, ticket triage, prioritization, and day‑to‑day support operations.
• Help identify opportunities to simplify workflows and improve user experiences through thoughtful use of automation and technology.
• Contribute to a collaborative, knowledge‑sharing culture that reduces single‑threaded ownership risks and strengthens team resiliency.
• Approach platform decisions with a customer‑centered mindset, balancing business efficiency with long‑term usability and supportability.

• Salesforce Administrator certification or equivalent hands‑on Salesforce administration experience.
• Strong experience supporting Salesforce in a production environment, including Service Cloud administration.
• Working knowledge of Salesforce objects, permissions, profiles, validation rules, flows, reports, dashboards, and user management.
• Experience troubleshooting declarative automation, configuration issues, and user support challenges.
• Familiarity with AWS Connect or related contact center technologies.
• Strong communication and stakeholder partnership skills with the ability to translate technical concepts into clear business outcomes.
• Experience collaborating across multiple business functions in a SaaS or enterprise software environment.
• Ability to prioritize effectively and manage multiple support and project requests simultaneously.
• Curiosity and willingness to continuously learn new tools, processes, and technologies that improve operational effectiveness.

• A proactive, ownership‑oriented mindset that drives issues through resolution and continuously looks for ways to improve processes.
• Strong collaboration skills and the ability to work effectively across technical and non‑technical teams.
• Comfort operating in evolving environments where priorities, tools, and business needs may shift over time.
• A thoughtful approach to technology that balances automation, usability, and human‑centered support experiences.
• Strong organizational and documentation habits that help create clarity, consistency, and scalable operations.
• Experience working with customer support or customer success platforms such as Zendesk, Gainsight, or similar tools is a plus.
• Exposure to CPQ, Revenue Cloud, integrations, or related Salesforce ecosystem tools is helpful but not required.
• An interest in leveraging AI‑enabled tools and modern technologies to improve workflows, support experiences, and operational efficiency.

• Experience supporting or integrating Salesforce with Amazon Connect or other cloud‑based contact center solutions.

Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.