What You'll DoAre you interested in learning about multiple Salesforce clouds and seeing how an enterprise company has deployed Sales, Service, Experience Clouds, CPQ and Billing? This is a superb opportunity to level up your Salesforce knowledge rapidly by helping internal stakeholders resolve issues that range from Access Controls to explain why expected processes in Salesforce are not working.As a Service Desk Administrator, you will receive multiple tickets per day that will require triaging and action. Some of these will be quick Tier 1 access tickets, others will be about reporting and dashboards and many will be a question from a User about why their records are not behaving as expected.As an integral team member on the Service Desk, this position will take ownership of Tier 1 & Tier 3 tickets, resolving them within specified SLAs.
Duties
- Be available to work a split shift with 4-6 hours overlap with the US, i.e. 7 am - 2 pm PST.
- Review all tickets assigned daily, ensuring that no ticket is surpassing its SLA
- This requirement is for the team member to take care of servicenow tickets during US PST hours that will be from around 9pm to 6am / 10pm to 7am.
- Respond to ticket submitters in a timely and courteous fashion
- Review and learn Avalara’s Salesforce automated processes
- Utilize existing runbooks to answer questions and update and create runbooks when needed
- Establish relationships with all Salesforce Business Application Team members and reach out to relevant Scrum Teams for consultation about the ticket in question before asking questions of the submitter
- Perform Tier 1 & 2 work, such as assigning permission sets or licenses to Users, changing data on fields, uploading data, running reports & more
- Troubleshoot Tier 2-3 level tickets, that require thorough Salesforce Administration skills, such as analyzing Flows, dynamic DBS, complex reports and more.
- Use detail-oriented analytical approach to complete requests – ensuring correct permissions, roles, or data are assigned
- Adhere to strict approval processes and compliance rules
- Perform data manipulations in Excel using X/Vlookups & other basic Excel functions
- Diagnose Salesforce behavior by following a proscribed triaging pattern: analyzing, Profiles, Perm Sets, Apps, Record types, automation rules and more.
- Run queries in workbench in order to understand the data
What You'll Need to be Successful
General Qualifications
- 3-5 years of Salesforce administration experience, Help Desk services are preferred
- Salesforce Administrator Certification, Salesforce Platform App Builder Certification, or equivalent experience.
- Solid understanding in business analysis including demonstrated use of intermediate Excel skills (Pivot Tables, VLookups)
- Demonstrated experience troubleshooting issues in Salesforce
Preferred Qualifications
- Demonstrated experience
- Experience working with large-scale, complex datasets
- Experience using Salesforce data tools such as Data Loader and Workbench
- Exposure to iterative/agile projects and with standardized development and promotion processes (staging environment vs. production)
How We'll Take Care of YouTotal RewardsIn addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.Health & WellnessBenefits vary by location but generally include private medical, life, and disability insurance.Inclusive culture and diversityAvalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.Flexible hybrid workingWe support hybrid work and flexible schedules for our employees.Learn more about our benefits by region here: https://careers.avalara.com/
About Avalara
We’re Avalara. We’re defining the relationship between tax and tech.We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year.Last year, we became a billion-dollar business
, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world.We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them.We’ve been different from day one. Join us, and your career will be too.
EEO Statement
We’re an Equal Opportunity Employer. Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.
