Salesforce Service Cloud Administrator / Business Analyst - Remote

The Role

As a Salesforce Administrator / Business Analyst at League, you are responsible for enabling the virtual care team to provide quality health support and care navigation to members through tool management, training, and process refinement. Working closely with the Virtual Care team, you will provide data insights on volumes, trending issues, and agent performance. You will also assist with the creation and customization of reports, and dashboards, performing data updates and making declarative changes in Salesforce for the teams.

In this role, you will:
 

• Support Salesforce Live Agent Chat, Omni Channel Skills-based case routing for Virtual Care and Customer Care teams
• Support ongoing Salesforce Platform optimization initiatives 
• Participate in requirements gathering, process flow, and needs analysis conversations with internal partners
• Conduct requirements gathering workshops and manage small projects
• Perform declarative changes on the Salesforce Platform such as creating flows, custom objects, custom fields, page layouts, reports, dashboards, etc.
• Assist with the onboarding and offboarding of Salesforce Service Cloud users for customer care and clinical care teams
• Monitor and manage the implementation of the Service Cloud backlog on an ongoing basis
• Share best practices and be consultative with internal business stakeholders
• Support the creation of training materials related to ongoing Salesforce changes

About You:

• Hands-on experience with setting up / supporting Live Agent and Omnichannel Skill-based routing (required: only candidates with required skillset/experience will be considered)
• 2-3 years of experience in creating flows, email-to-case, case management setup, custom objects, fields, validation rules, page layouts, building reports, dashboards, etc. 
• 3+ years of experience in business analysis/requirements gathering, reporting, and administration on the Salesforce platform
• Successful track record of turning ideas into reality on the Salesforce platform
• Clear communicator, comfortable facilitating conversations with leaders
• Committed team player and collaborator
• Self-motivated, optimistic learner who will thrive in a fast-paced environment and can work independently even when the path isn’t clear
• A creative problem-solver; you have an organized, analytical mind and can overcome challenges, in a thoughtful and meaningful way
• An advocate; you have passion for League’s mission to drive innovation and transform healthcare
• Willing to be on call and occasionally work during weekends or off hours to resolve production issues or help with any major deployments

Education/Certifications

• Bachelor’s of Science in Computer Science / Information Systems (preferred)
• Salesforce Administrator certification (required)
• Salesforce Service Cloud Consultant certification (highly preferred)
• Salesforce App Builder certification (preferred)