The Applications Administrator is responsible for configuring, maintaining, and supporting enterprise applications, with primary responsibility for Salesforce CRM and CPQ administration, production support, secure integrations, release management, CI/CD deployments, environment maintenance, documentation, testing, and user enablement. This role manages system availability, access controls, data integrity, application-related issues, and delivery work through service-management and Agile tools. The position requires strong problem-solving skills, attention to detail, and the ability to collaborate with business teams, developers, integration teams, and managed service providers.

Duties & Responsibilities

1. Core Technical & Functional Competencies

Salesforce CRM & CPQ Administration
Administer Salesforce CRM and CPQ, including users, roles, profiles, permission sets, permission set groups, page layouts, record types, fields, custom objects, reports, dashboards, validation rules, Flows, approval processes, and declarative automation.
Configure and maintain CPQ products, bundles, price books, pricing and product rules, discount schedules, subscriptions, approvals, quote templates, branches, sub-inventories, and territories.
Partner with Sales, Operations, Finance, and business teams on product introductions, pricing updates, quoting accuracy, and process improvements.
Perform data imports, exports, data-quality reviews, deduplication, and ongoing Salesforce data maintenance.

System Maintenance & Availability
Monitor system health and performance; troubleshoot issues proactively.
Review system patches and quarterly updates and provide timely notifications to all impacted users.
Manage patching and quarterly update cycles with vendors, ensuring coordination with the BA team for planning, executing, and validating all required testing.
Maintain scheduling jobs, dashboards, alerts, and logs.
Support, Ticket Management & Agile Delivery
Own Salesforce support tickets, user issues, and administration requests through Fresh Service from intake through resolution.
Manage Jira stories, estimate story points, maintain status and acceptance criteria, complete configuration work, and coordinate development activities.
Deliver end-user training and create job aids.
Monitor proactive system health and performance.
Serve as the operational Salesforce point person with the managed service provider, clarify ownership, coordinate escalations, and track deliverables.

Salesforce DevOps, Deployments & Environment Management
Implement and operate deployment pipelines using Gearset or Prodly CI/CD, GitHub/Git, Salesforce change sets, Salesforce CLI, packages, and related release-management tools.
Plan and execute deployments across Development, Sandbox, Test, UAT, and Production, including validation, dependency review, approvals, promotion, rollback planning, and post-deployment verification.
Manage Salesforce quarterly releases, platform updates, sandbox refreshes, environment cloning, post-cloning activities, release schedules, auditability, and deployment risk communication.

Testing & Release Support
Perform and document unit testing, configuration testing, regression testing, release validation, and production verification.
Coordinate system testing and release activities.
Verify functionality in test and production environments.

Data Integrity & Integration
Ensure data accuracy through audits and validations.
Perform data cleansing and integrity checks.
Security, Access, Connected Applications & Integrations
Manage user roles, access levels, and permissions.
Implement security policies and audit compliance.
Administer organization-wide defaults, sharing rules, role hierarchy, profiles, permission sets, field-level security, connected applications, access policies, security keys, SSL certificates, and credential lifecycle activities.
Support and monitor Salesforce integrations and middleware, including MuleSoft and business applications such as Zilliant, Dun & Bradstreet, Avalara, DocuSign, Pardot, and CallRail.
Apply working knowledge of REST, SOAP, APIs, Platform Events, and middleware-based integration patterns; monitor integration failures, platform performance, storage, system health, and operational risks.
Development Collaboration & Platform Governance
Use working knowledge of Apex, triggers, batch and asynchronous processing, Lightning Web Components, Aura Components, Visualforce, SOQL/SOSL, and Salesforce APIs to support troubleshooting and delivery.
Partner with developers on solution design, code-related troubleshooting, technical reviews, unit testing, deployment readiness, and production support.
Participate in architecture reviews and recommend scalable declarative or programmatic solutions while maintaining configuration standards, technical documentation, release records, and operational controls.

2. Process, Documentation & Governance

Maintain complete Salesforce configuration records, deployment documentation, release history, operating procedures, system inventories, and audit evidence.
Coordinate release schedules and enforce controlled processes for validation, approvals, rollback, segregation of duties, and production change governance.
Track and enforce change management discipline.
Support audits and compliance reviews.

3. Collaboration & Communication

Facilitate cross-functional collaboration with stakeholders.
Escalate issues promptly and communicate resolutions clearly.
Document and share meeting notes, decisions, and action items.

Performs other related duties as assigned.

Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
5+ years of Salesforce administration experience, including security, configuration, reporting, data management, release management, and production support.
3+ years of Salesforce CPQ administration experience, including products, bundles, pricing, approvals, subscriptions, quote templates, branches, sub-inventories, and territories.
Excellent communication and collaboration skills.
Ability to manage multiple priorities and work under pressure.
Demonstrate attention to detail and accuracy.
Maintain problem-solving and troubleshooting mindset.
Exhibit service-oriented behavior and ensure user satisfaction.

Preferred Skills

Experience with enterprise applications and platforms.
Knowledge of scripting and automation tools.
Familiarity with ITIL processes and change management.
Hands-on experience with Fresh Service or any ticket management and Jira Agile delivery, including story-point estimation, acceptance criteria, configuration work, and development coordination.
Expertise in Salesforce deployments and CI/CD using Gearset or Prodly, GitHub/Git, Salesforce change sets, Salesforce CLI, packages, or comparable DevOps tools.
Experience with quarterly Salesforce releases, sandbox refreshes, environment cloning, post-cloning activities, rollback planning, and post-deployment validation.
Experience administering Salesforce security controls, connected applications, security keys, SSL certificates, and integrations or middleware such as MuleSoft.
Working knowledge of Apex, Lightning technologies, Visualforce, SOQL/SOSL, REST/SOAP APIs, and Salesforce development components.
Ability to translate business requirements into scalable Salesforce solutions and coordinate effectively with an MSP or external delivery partner.
Salesforce Certified Administrator and Salesforce Certified CPQ Specialist.
Additional certifications such as Advanced Administrator, Sales Cloud Consultant, or Gearset or Prodly certification are desired.

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