Salesforce System Administrator

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

This role in the Center of Excellence for Salesforce at Amex GBT is a great opportunity to grow your Salesforce knowledge by working on a wide array of topics, tools, and cutting edge-Salesforce functionality while revolutionizing business travel & the contact center environment! This role will focus on but not be limited to, supporting our service cloud implementation for the Egencia Salesforce instance but you may support any of our instances or verticals depending on needs.

As an admin at Amex GBT, you want to understand the business problem, and not just a configuration solution suggested by our stakeholders, so that you may leverage that knowledge and your Salesforce knowledge to propose the best solution. You will stay abreast of new Salesforce functionality, with a focus on how it can be implemented to improve our Salesforce environment and solve business problems. As an admin in the Salesforce Center of Excellence, you are a trusted advisor to our team and the larger Amex GBT organization.  

What You’ll Do:  

• Develop and configure business solutions using Service Cloud elements, including Email-to-Case, Omni Channel Routing, Messaging for In-App and Web, Knowledge. 
• Analyze, research and solution varying levels of complex user support cases while identifying opportunities for automation/restricting access/security vulnerabilities. 
• Document processes and platform feature how-to guides for global Users of various backgrounds. 
• Identify, document, troubleshoot and develop bug fixes. 
• Work on a strategic project to transform our service organization. 
• Translate user stories representing sophisticated business problems into solutions built on the Salesforce platform through configuration. 
• Connect with the product team, developers, and user solutions teams to always ensure we build solutions that solve the core business pain-point.
• Work on a SCRUM team, collaborating with a global team with diverse backgrounds and skillsets leveraging Jira.  
• Effectively manage workload, clearly communicating with product management and stakeholders' timelines, blockers, and be comfortable requesting help and sharing knowledge 
• Participate and support deployment activities utilizing Gearset. 
• Cover hypercare shifts after large deployments that may be after standard working hours or on weekends. This is likely to occur a few times per year. 
• You must be willing to give and take constructive feedback, as you will present your configuration to your peers on a daily basis and implement best practices suggested by your peers and admin leads. 

What We’re Looking For:  

• Bachelors in Computer Science, MIS, Business or equivalent.
• 2+ Years as System Admin with Salesforce or other CRM, supporting a service cloud implementation.
• Salesforce admin certified, with advanced admin, platform app builder, and service cloud consultant preferred.  
• Strong proficiency with process automation and when to use each type (flow, validation rule, visibility filters, defer to developers for code, etc.).
• Experience translating stakeholder requirements and vision into feasible solutions that consider the immediate and long-term implications to the platform health and User Experience. 
• Experience with managing stakeholder expectations and platform limitations to craft outstanding solutions for large-scale service centers. 
• Ability to liaison between Apex development team, stakeholders and QA team. 
• Experience in working in an Agile/SCRUM environment. 
• Experience with JIRA. 
• Proficient with Microsoft Excel. 
• Excellent organizational skills and in-depth attention to detail with proven ability to lead multiple concurrent priorities. 
• Ability to work independently, manage priorities and meet deadlines with minimal oversight. 
• Excellent interpersonal skills with the ability to serve as a liaison with developers, project managers, and technical and non-technical business partners and the ability to adapt style to suit the audience. 
• Collaborative attitude with the ability to quickly adapt to changes. 
• Work with product management, with a curiosity as to 'why' a requirement is included and have the confidence to dig into details and suggest alternatives to solve a business case. 
• Experience with Qualtrics/Salesforce integration.

Location

Click here to learn more about the benefits we offer in Mexico.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!