Sr Salesforce Specialist

JOB SUMMARY

The Senior Salesforce Administrator is responsible for the day-to-day configuration, support, and maintenance of the organization's Salesforce platform, with deep expertise across Sales Cloud and Service Cloud. This role balances two core areas of work: time-sensitive production support for user-reported issues and structured product enhancement projects that improve platform functionality. As a senior-level technical resource, this role independently leads complex configuration and integration work, establishes best practices for platform governance, and serves as a subject matter expert to stakeholders across the organization. The Senior Salesforce Administrator sits within the Salesforce Product team and works closely with the Technology team, providing hands-on declarative development work as part of larger multi-platform projects. This role partners with Client Services, Clinical Operations, Revenue Cycle Management, and other cross-functional stakeholders to translate business needs into scalable Salesforce solutions, while maintaining backlog management, clear stakeholder communication, and sound data governance across the platform.

KEY RESPONSIBILITIES

Production Support

• Serve as a primary point of contact for time-sensitive user support requests, independently troubleshooting and resolving complex production issues related to Salesforce functionality, configuration, and data.
• Apply ITIL-aligned processes for incident management, change management, and problem management to ensure production issues are resolved consistently and documented appropriately.
• Prioritize and manage competing demands across urgent support tickets and planned project work, communicating status and timelines clearly to affected stakeholders.
• Proactively communicate ticket status, timelines, and blockers to stakeholders and management throughout resolution.
• Provide support primarily during Central Time business hours, with occasional after-hours availability required to address urgent production issues.

Platform Configuration and Enhancement

• Manage all aspects of user and license administration, including user setup and deactivation, roles, profiles, permissions, public groups, organization-wide defaults, and sharing rules.
• Design, configure, and maintain Flow-based automation, including complex Flow builds, ongoing maintenance, and troubleshooting of existing automated processes.
• Manage the installation, configuration, and ongoing maintenance of connected apps and API integrations, ensuring secure and reliable data exchange between Salesforce and third-party systems.
• Independently lead structured product enhancement projects from requirements gathering through deployment, including release management, documentation, and change tracking.
• Establish, maintain, and document platform governance standards and declarative development best practices to support long-term scalability of the Salesforce org.
• Maintain a well-groomed backlog of enhancement requests, working with stakeholders to prioritize based on business impact and platform capacity.

Reporting, Data, and Platform Expertise

• Design and maintain advanced reporting and dashboard development to give stakeholders accurate, timely visibility into operational and business performance.
• Perform bulk data management using Data Loader and similar tools, including data imports, exports, updates, and deduplication, while maintaining data integrity and security standards.
• Support platform functionality across Pardot or Marketing Cloud, OmniChannel, and CPQ as applicable, partnering with relevant teams to configure and troubleshoot these tools.
• Provide strategic recommendations on the potential use of Einstein and Agentforce AI capabilities within the Salesforce platform, where applicable to business needs.
• Evaluate new Salesforce releases and features, recommending and implementing changes that benefit the organization.

Stakeholder Collaboration

• Build strong working relationships with business stakeholders across departments, serving as a trusted liaison between technical solutions and operational needs.
• Proactively communicate ticket status, time allocation, and project progress to leadership and stakeholders, ensuring clear visibility without requiring follow-up.
• Comply with all company policies, procedures, and applicable regulatory requirements.
• Perform other duties as assigned to support team and organizational objectives.

QUALIFICATIONS

Required

• 7-10 years of experience in Salesforce admin role
• Bachelor's degree in Computer Science, Information Systems, Business, Healthcare Administration, Marketing, or a related field. Equivalent combination of education and experience may be considered.
• Salesforce Certified Platform Administrator certification.
• Salesforce Certified Platform App Builder certification.
• Demonstrated hands-on experience administering Salesforce, with deep working knowledge of both Sales Cloud and Service Cloud.
• Hands-on proficiency with Salesforce-native AI tools (Einstein, Agentforce)
• Experience with Pardot/Marketing Cloud, OmniChannel, and Revenue Cloud/CPQ
• Experience with Flow configuration and maintenance, custom reports and dashboards, and bulk data management using Data Loader or similar tools.
• Experience with deployment and release management tools such as Gearset, as well as release management best practices.
• Strong stakeholder communication skills, with the ability to work across technical and non-technical audiences.
• Working knowledge of Apex and ability to read, debug, and modify existing triggers and classes.
• Working knowledge of REST and SOAP APIs to support, troubleshoot, and configure integrations with third-party systems.
• Ability to write and troubleshoot basic SOQL queries for data investigation and validation.
• Experience building or modifying simple Lightning Web Components.
• Working familiarity with JavaScript, HTML, and CSS as they apply to LWC development.
• Strong organizational, analytical, and problem-solving skills, with attention to detail and the ability to manage competing priorities between production support and project work.
• Ownership responsibility for work across multiple Jira boards, including SLA tracking, ticket-level time accounting, and status reporting. 

Preferred

• Salesforce Certified Platform Administrator II certification.
• Salesforce Certified Platform Developer certification.
• Experience supporting healthcare, diagnostics, laboratory, or other regulated workflows, including HIPAA-regulated environments.
• Familiarity with ITIL processes for incident, change, and problem management.
• Experience using AI coding assistants such as GitHub Copilot.
• Experience with backlog management and Agile delivery methodologies.
• Experience using data, dashboards, and user feedback to inform prioritization, enhancements, and operational improvements.

COMPETENCIES

• Salesforce platform configuration and automation
• Production support and incident troubleshooting
• Proactive tracking, prioritization, and status communication of support tickets and enhancement requests in Jira
• Stakeholder communication and relationship management

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Location: Remote, hybrid, or onsite based on business needs and role requirements.
• Ability to work at a computer for extended periods and communicate effectively in virtual and in-person settings.
• Requires regular collaboration with internal stakeholders across departments and may involve participation in meetings, testing sessions, or training activities.
• May require occasional travel for team collaboration, training, implementation support, or business meetings.
• Work is performed primarily in a standard office or remote work environment with routine use of computer and communication technologies.

EEO STATEMENT

Baylor Genetics is proud to be an equal opportunity employer committed to fostering an inclusive and diverse workplace. We welcome and encourage applicants from all backgrounds to apply. We do not discriminate on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, pregnancy, childbirth, or any other status protected by applicable federal, state, or local law. If you need an accommodation during the application process, please contact our Human Resources team.

Note to Recruiters: 

We value building direct relationships with our candidates and prefer to manage our hiring process internally. While we occasionally partner with select recruitment agencies for specialized roles, we do not accept unsolicited resumes from recruiters or agencies without a written agreement executed by the authorized signatory for Baylor Genetics ("Agreement"). Any resumes submitted to Baylor Genetics in the absence of an Agreement executed by Baylor Genetics' authorized signatory will be considered the property of Baylor Genetics, and Baylor Genetics will not be obligated to pay any associated recruitment fees.