Consultant-Operations Suprt in Work From Home at Windstream

Date Posted: 9/22/2020

Job Snapshot

Job Description

Job ID:20002792

The Windstream Salesforce Service Cloud/Sales Cloud Administrator will lead the ongoing development of our Sales Cloud/Service Cloud deployment. A successful candidate will have a record of success in improving processes and adoption using various Salesforce platforms. The administrator role will work closely with Windstream functional leaders and subject matter experts to identify, develop and deploy new business processes including: Customer Care and Service Assurance Functions, Scripting, Workflows, Chat and other needs as the arise. This role will primarily support a customer facing support team and is actively standing up the Service Cloud environment to support these roles (service cloud, case management, knowledge, chatter). This role’s requirements will be equal parts SF admin and analyst and will be required to execute day-to-day configuration, support, maintenance and lead projects to improve interactions.

Key Duties & Responsibilities

  • Serve as primary system administrator for Sales and Service Cloud
  • Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks
  • Complete regular internal system audits and prepare for upgrades
  • Manage Salesforce.com data feeds and other integrations
  • Coordinate the evaluation, scope and completion of new development requests.
  • Work with our front-line business management and support teams to establish suitable processes to support administrative, development, and change management activities
  • Effectively act as the liaison between our users, vendors and the application development teams
  • Work independently with members of the user community to define and document development requirements
Skills Required
  • Excellent project management skills and a positive attitude
  • Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally as well as upwards
  • Creative and analytical thinker with strong problem-solving skills
  • Must demonstrate exceptional verbal and written communication skills
  • Must demonstrate ability to communicate effectively at all levels of the organization
  • Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs
  • Ability to assess the impact of new requirements on our systems and all upstream and downstream applications, systems and processes
Experience Required
  • Minimum two years of experience as a Salesforce.com administrator
  • Sales Cloud, Service Cloud and Developer certifications preferred
  • Working knowledge of Chatter, Communities and other Salesforce applications
  • Proven ability to design and implement new processes and facilitate user adoption.
  • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, workflows, custom views, and other content of intermediate complexity
  • Strong understanding of Sales Cloud/Service Cloud best practices and functionality
  • Strong data management abilities
  • A documented history of successfully driving projects to completion
  • A demonstrated ability to understand and articulate complex requirements
  • Experience with telecom processes preferred
  • Previous experience working in a SCRUM or agile environment preferred

Job Requirements

MinimumRequirements:

College degree in a Technical or related field and 5-7 yearsprofessional level experience with 2-3 years supervisory experience for roleswith supervision; or 9 years professional level related Technical experiencewith 2-3 years supervisory experience for roles with supervision; or anequivalent combination of education and professional level related Technicalexperience required.



EEO Statement: Windstream is an equal opportunity employer. At Windstream, we celebrate the authenticity and uniqueness of our people and their ideas. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability and veteran status. The diverse voices of our employees fuel our innovation and our inclusive culture. Employment at Windstream is subject to post offer, pre-employment drug testing.