Salesforce Platform Specialist and Analyst

Job Description

Position Summary

The Salesforce Platform Specialist & Analyst leverages advanced Salesforce administration and development skills to optimize, maintain and enhance the Salesforce ecosystem. This role requires building scalable solutions using declarative tools and programmatic development, integrating external systems, documenting business requirements and collaborating with stakeholders. The specialist supports Salesforce Sales Cloud, Service Cloud and Education Cloud to improve engagement, streamline workflows and foster a sustainable, high-performing CRM environment.

Responsibilities

1. Building Enhancements (40%)

Flow Development : Design, develop, and optimize Salesforce Flows to create scalable and efficient business processes.

Custom Development : Build sophisticated solutions using Apex, Lightning Web Components (LWC) and other programmatic tools, ensuring security and alignment with Salesforce standards.

Integration Design : Develop and maintain integrations with external systems using APIs or middleware to support seamless automation and data exchange.

Documentation : Create and maintain clear technical documentation for solutions, processes and configurations to support long-term sustainability.

2. Defect Resolution (40%)

Conduct root-cause analysis to identify and resolve underlying platform issues.

Troubleshoot and debug defects in Flows, Apex classes, LWCs, and integrations to ensure platform stability.

Optimize existing code, configurations and performance for scalability and maintainability.

Provide expert-level technical support and assist team members in resolving complex issues.

3. Refinement & Requirement Gathering (20%)

Collaborate with stakeholders to gather, analyze, and refine requirements for enhancements and system changes.

Translate business needs into actionable technical specifications and user stories.

Participate in backlog grooming to ensure stories are well-defined, estimated and prioritized.

Document requirements, acceptance criteria, and solution designs thoroughly and communicate with stakeholders to ensure alignment.

Process & Documentation

Lead refinement workshops to understand goals, workflows, platform usage and desired outcomes.

Collaborate with stakeholders to gather and document CRM requirements, including use cases and user stories.

Design and illustrate business processes using workflow charts, business models and diagrams.

Create data flow diagrams and process maps using tools such as Lucidchart, Visio or Draw.io.

Develop and maintain end-user guides, administrator manuals, SOPs and training materials.

Work with Salesforce administrators, developers, and solution architects to define system functionality, automation and integrations.

Document Salesforce configurations, custom objects, workflows, reports, dashboards and system updates.

Ensure documentation remains current with platform changes and institutional process updates.

Serve as a liaison between business users (admissions, student success, alumni relations, finance, etc.) and technical teams.

Requirements

Educat ion & Experience

5+ years of Salesforce experience including at least 2 years in a development role.

Strong proficiency with Salesforce declarative tools (Flow, Process Builder).

Expertise in Apex, SOQL and Lightning Web Components.

Familiarity with Salesforce data model, security and governor limits.

Experience integrating systems using REST / SOAP APIs.

Ability to independently troubleshoot complex Salesforce issues.

Experience with CI / CD tools such as Git, Copado or Gearset.

Familiarity with Agile / Scrum methodologies and team roles (Scrum Master, PO, BA).

Experience writing Salesforce technical documentation, use cases and requirements.

Experience with Salesforce Education Cloud, Student Success Hub, Experience Cloud, Admissions Connect or HEDA.

Experience supporting higher-education functions such as enrollment, student records, advising, alumni relations or advancement.

Knowledge, Skills & Abilities

Deep understanding of Salesforce architecture, best practices and security standards.

Ability to develop custom apps, objects, workflows, formula fields and flows of moderate complexity.

Excellent written and verbal communication skills for both technical and non-technical audiences.

Strong analytical and critical-thinking abilities.

Ability to evaluate information from multiple sources, resolve conflicts and identify true business needs.

Self-motivated and capable of working independently and collaboratively in a remote environment.

Commitment to continuous learning and staying up-to-date with Salesforce technologies.

Ability to assess impacts of new requirements across Salesforce and related systems.

Strong Agile methodology experience using tools such as Jira or Azure DevOps.

Expertise in Service Cloud, Omni-Channel, Case Management, Knowledge, CTI, SMS and Chat integrations.

Familiarity with Education Cloud, Experience Cloud, Marketing Cloud, Health Cloud or Einstein Analytics.

Strong understanding of Salesforce objects, flows, reports, dashboards, permissions, and integrations.

Experience using documentation tools (Confluence, Google Docs, Lucidchart, Visio, etc.).

Basic understanding of Salesforce APIs, SOQL, Apex or integration tools like MuleSoft (preferred).

Preferred Certifications (Not Required)

Salesforce Advanced Administrator

Salesforce Platform Developer II

Salesforce Certified Business Analyst

Salesforce Administrator (ADM-201)

Salesforce Education Cloud Consultant