[Hiring] Senior Salesforce Administrator @Desjardins

Role Description

As a Salesforce and ITSM Platform Administrator and Developer, you will administer, support, configure, and enhance Collabria's Salesforce and Halo platforms. In this role, you will be responsible for the day-to-day administration of Salesforce Service Cloud and Halo, including:

• User access
• Platform configuration
• Workflows
• Reporting
• Case and incident management processes
• System enhancements

You will collaborate with different areas of the business, including Customer Service, Marketing, Data, Technology teams, and external partners, to:

• Troubleshoot complex issues
• Support integrations and platform changes
• Maintain documentation
• Contribute to continuous improvement initiatives

More specifically, you will be required to:

• Configure, develop, test, and deploy Salesforce enhancements
• Support case management, routing, escalation, notification, knowledge management, and reporting processes within Service Cloud
• Contribute to the transition to Marketing Cloud Next and support the integration of data, audiences, communication preferences, customer journeys, and automation capabilities
• Collaborate with the Data team on the configuration and use of Data 360
• Contribute to the assessment, configuration, and deployment of Agentforce use cases
• Investigate and resolve incidents, automation errors, integration failures, and data issues affecting Salesforce, Halo, and related platforms
• Plan and execute platform changes in accordance with approved change management practices
• Collaborate with suppliers and internal teams to manage complex incidents and upgrades

Qualifications

• Bachelor’s degree in computer science, software engineering, information technology, or a related field
• A minimum of six years of relevant experience in enterprise platform administration, configuration, development, or support
• Experience supporting production applications and resolving incidents
• Experience developing Salesforce solutions using Flow, Apex, SOQL, Lightning Web Components, APIs, and deployment tools
• Experience with an ITSM platform such as Halo, ServiceNow, Jira Service Management, BMC Helix, or Freshservice
• Knowledge of French is required for positions in Quebec
• Advanced proficiency in English
• Advanced knowledge administering Salesforce, Service Cloud
• Knowledge of ITIL processes, including incident, service request, problem, change, and knowledge management

Requirements

• Action oriented
• Complexity
• Customer Focus
• Differences
• Nimble learning
• Plans and aligns

Benefits

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• RSP Contribution option
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

Company Description

Collabria Financial Inc. is a leading Canadian credit card issuer, specializing in white-label credit card programs tailored for Canadian credit unions. Our client-centric approach emphasizes convenience, security, and value, empowering credit unions to deepen relationships with their members.

As a fast-growing organization, we offer exciting opportunities for career advancement and innovation.