Salesforce Applications Administrator

Company: Centria Healthcare
Location: Auburn Hills
Posted on: January 16, 2022

Job Description:

About Centria Healthcare

Founded in 2009 and headquartered in Farmington Hills, Michigan, Centria Healthcare is a leading provider of home-based catastrophic injury and rehabilitation care, private duty nursing, and supportive living services. Centria Healthcare Autism Services is the largest provider of Applied Behavior Analysis (ABA) for children with Autism Spectrum Disorder (ASD) across the state of Michigan, with services in other states.

The Salesforce Applications Administrator is an expert level software application user who is responsible for managing Centria's external vendor cloud based Salesforce instances (multiple). This includes working with end users and business operational stakeholders through various phases of the system development life cycle including software upgrades, software enhancement request requirements definition and ongoing system optimization. The role will interact on a regular basis with various end users and stakeholders to provide support, expand system use throughout the organization and implement smaller related projects as needed. The Salesforce Applications Administrator will ensure the system is continually growing with the business and is providing useful analytics data to the operations teams.

Success Measures

Success measurements include developing in-depth application knowledge and ensuring smooth transitions to software upgrades. Other success measures include the technical skills needed to generate meaningful analytical reports, business operations relationship building and promoting a positive relationship with Centria's vendor partner.

Duties and Responsibilities

Software Application Support
Provides end user (level 2) application-level support and serves as primary point of contact for all end users
Coordinates problem resolution and works with necessary constituents to resolve
Performs system configuration as required/needed to maintain and or expand system functionality
Maintains, updates and/or changes system tables
Triages and prioritizes support and enhancement requests; if unable to resolve, contacts vendor to open support requests
Serves as primary point of contact for vendor escalations

Reporting
Provides management and statistical reporting, including ad hoc report development
Designs operational reports and dashboards to monitor business operations defined KPI's
Responds to internal leadership reporting requests
Provides audit reporting as requested

Software Application Ongoing System Maintenance
Responsible for software application upgrades
Reviews vendor information to determine if planned changes in the software are beneficial to the organization
Creates test scripts and performs software upgrade application testing
Reviews new features with business leaders to determine value
Activates software application upgrade features as needed
Works with the training department to update end user training material as needed
Updates IT support documentation as needed

System Optimization
Partners with business operations leaders and continually looks for opportunities to use the software application to its fullest extent to improve productivity and solve business problems
Works with business operations leaders to identify and gather requirements for software application enhancement requests
Submits enhancement requests to the vendor and reports back to the business operations leaders on status and prioritization
Participates in the budgeting process to secure funding needed to achieve system enhancements, modifications, and other customization requests

Interfaces
Coordinates troubleshooting of application interfaces within IT department and between vendor partner organization
Coordinates any needed changes to existing interfaces
Stays abreast of source system upgrades or changes which may impact existing downstream interfaces
Plans, tests, and coordinates installation of new application interfaces

Managerial Responsibility

This role acts as an individual contributor with no direct reports.

Key Fiscal Responsibilities

This role has no budgetary control or financial oversight responsibilities.

Qualifications

Education

Bachelor's Degree

Work Experience
5-7 years experience providing end user software support for Salesforce platform
5-7 years working in an IT environment and familiarity with IT disciplines
Experience with cloud-based software implementations, software upgrades and testing
Familiarity with interfaces, security and supporting a mobile workforce
Healthcare experience is a plus

Equipment and Technology Experience
Proficiency with Microsoft Suite (Word, Excel, PowerPoint)
Proficiency in G Suite (Gmail, Docs, Sheets, Google Meets)
Understanding of database structure and queries

Knowledge and Skills
Proficiency in PC software, especially reporting and spreadsheet programs
Strong communication skills, both written and verbal
Proven adaptability with a willingness to work both collaboratively and individually to achieve desired business outcomes
Effective communication skills both written and verbal with internal and external stakeholders
Aptitude for applying critical thinking and problem-solving skills
Attention to detail and accuracy
Exhibits excellent customer service skills, including friendly approachable demeanor and patience when dealing with users
The ability to successfully work within a team environment
Excellent communication skills

Interpersonal Demands

The options below best characterize the nature and level of interactions with other people in the course of performing this job
Frequent interaction with end users, supervisor, leaders and other teams

Decision Making

The option below best characterizes the level of decision-making exercised in performing this job.
Collaborate closely with leaders to offer solution options and to solve problems

Working Conditions
Centria's office hours are Monday through Friday from 8:30 am - 6:00 pm.
Additional time or occasional shift in schedule may be required to complete the above work or meet company objectives.

Physical Demands

While performing the duties of this job, physical requirements such as bending, reaching, lifting, pushing, or pulling up to 30 pounds may be required. This role will require sitting most of the day as well as walking and standing periodically. This role may require close visual acuity on computer screens or monitors and the ability to analyze data and figures on a screen.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, Veteran status, or disability status. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. Centria reserves the right to amend this job description at any time, with or without written notice.

Keywords: Centria Healthcare, Detroit , Salesforce Applications Administrator, Other , Auburn Hills, Michigan