Principal System Administrator ( Salesforce Service Cloud) at modeln

<div> <div> <p><span data-ccp-parastyle="Normal (Web)">We are seeking a&nbsp;</span><span data-ccp-charstyle="Strong">Principal System Administrator</span><span data-ccp-parastyle="Normal (Web)">&nbsp;to own and evolve the systems that power a complex, engineer-led support organization.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> <div> <p><span data-ccp-parastyle="Normal (Web)">This role is the&nbsp;</span><span data-ccp-charstyle="Strong">primary owner of <strong>Salesforce Service Cloud for Support</strong></span><span data-ccp-parastyle="Normal (Web)">, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> <div> <p><span data-ccp-parastyle="Normal (Web)">Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes&nbsp;</span><span data-ccp-charstyle="Strong">designing systems that<strong> support nuanced, non-linear workflows</strong></span><span data-ccp-parastyle="Normal (Web)">, while maintaining clarity, usability, and data integrity.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> <div> <p><span data-contrast="auto"><span data-ccp-parastyle="Normal (Web)">This role will partner closely with Support Operations, IT (Salesforce Sales&nbsp;</span><span data-ccp-parastyle="Normal (Web)">admins</span><span data-ccp-parastyle="Normal (Web)">), Product, and Engineering, and will play a key role in implementing&nbsp;</span></span><span data-ccp-charstyle="Strong">AI-enabled capabilities</span><span data-ccp-parastyle="Normal (Web)">&nbsp;in a thoughtful, controlled way.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> <div> <p><span data-ccp-parastyle="Normal (Web)">This role reports to the Customer Operations leader.</span><span data-ccp-props="{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}">&nbsp;</span></p> </div> </div> Job Responsibilities Salesforce Service Cloud Ownership • Serve as the primary administrator for the Support instance of Salesforce Service Cloud • Own configuration including: • • • Case lifecycle and status models • • Fields, layouts, and page design • • Routing and assignment logic • • Automation (Flows, validation rules, etc.) • • Product Additions (Organic or through M&A) • Ensure the system reflects real support workflows, not idealized or overly rigid processes System Design & Optimization • Continuously refine system structure to improve: • • • Usability for support engineers • • Data quality and reporting reliability • • Alignment to product architecture and issue types • Balance simplicity and flexibility—avoiding unnecessary complexity while supporting nuanced workflows Integrations & Data Architecture • Own integrations between Salesforce and: • • • Microsoft Fabric (data pipelines) • • Gainsight (support signals into customer health) • • Other tools (e.g., Slack, Jira, AI platforms) • Partner with IT and data teams to ensure data integrity, reliability, and scalability AI & Automation Enablement • Lead implementation and configuration of AI-enabled tools (e.g., Forethought, Agentforce), including: • • • Case intake and triage • • Knowledge generation • • Workflow augmentation • Ensure AI enhances—not degrades—the quality of complex support interactions • Establish guardrails and monitoring for AI-driven workflows Collaboration & Governance • Partner with: • • • Support Ops Manager (workflow and process design) • Support Ops Analysts (data structure and reporting needs) • IT Salesforce team (alignment with broader SFDC governance) Establish best practices for change management, release cycles, and system governance Job Qualification • 6–9 years of experience as a Salesforce Administrator, with deep focus on Service Cloud • Proven experience owning a complex support or service environment, not just sales workflows • Strong hands-on experience with: • • Flows, automation, and case management design • • Data modeling and system architecture • Experience integrating Salesforce with external systems (data platforms, CS tools, etc.) • Familiarity with the Microsoft Fabric ecosystem and data pipelines preferred • Experience with Gainsight integrations is a plus • Exposure to AI-enabled support platforms (Forethought, Agentforce) strongly preferred • Strong judgment in balancing flexibility vs structure in system design What Success Looks Like • A Salesforce environment that accurately reflects real support workflows • Ownership of the configuration, expansion, and ongoing optimization of AI-enabled support tools (e.g., Forethought, Agentforce), including adapting vendor-provided implementations to fit real-world support workflows. • High system adoption and usability among support engineers • Reliable, structured data that powers trusted reporting and insights • Seamless integration of support data into Customer Success (Gainsight) and analytics platforms • Thoughtful implementation of AI that improves efficiency without oversimplifying complex work • A system that is maintainable, scalable, and adaptable over time