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SALESFORCE SUPPORT SPECIALIST

Job Details

Big Thought Headquarters - Dallas, TX
Full Time
None

Description

JOB DESCRIPTION: Salesforce Support Specialist

Location:  Big Thought Headquarters, Dallas, TX

Reports to: Manager, Salesforce Administrator

Department: Operations

Supervision: NO

Effective Date: 2024

About the Role: 

The Salesforce Support Specialist will administer daily operations of the NPSP Salesforce system and support end-users with account setup and training, create custom reports, troubleshoot issues and implement best practices.

About Big Thought:

The Big Thought equips youth in marginalized communities to envision and create their best lives and world. What makes our work uniquely effective is the ability to focus on the social and emotional learning and community-centered partnerships based on an equitable and accessibility perspective.

Throughout our 30+ year history of innovation, Big Thought has become a national model in arts education, out of school time systems, summer learning and juvenile justice intervention. Big Thoughts is one of the six community organizations in the U.S to assist in advancing and scaling national best practices in Social and Emotional Learning (SEL). We take a direct-to-youth program approach and offer resources to communities with the greatest needs. We provide and recommend evidence-based best practices with similar nonprofits and organizations through a variety of consultation services, such as professional development, curriculum design, and technical assistance.

About the Ideal Candidate:
This entry-level position requires a strong understanding of Salesforce functionalities, coupled with a passion for providing exceptional support to our organization. Some key responsibilities include assisting with Salesforce solution builds, troubleshooting user issues, and collaborating with the Salesforce Admin to optimize system performance.

What the Role Entails:

  1. Support user adoption and on-going training efforts via in-app guidance, videos, in-person and/or asynchronous learning, and the creation of standard operating procedure (SOP) documentation
  2. Reviews and resolves support ticket submissions and coordinates the evaluation, scope, and completion of new development requests
  3. Ensure data integrity and quality within Salesforce by implementing best practices for data management, including data cleansing, deduplication, and normalization
  4. Performs basic Salesforce administration
  5. Bridge the gap between business requirements and technical solution
  6. Maintain current functional and technical knowledge of our products and future releases

Qualifications

Minimum Qualifications:

  1. Minimum 2 year work experience in NPSP Salesforce system preferred
  2. Salesforce Administration Certification required 
  3. Demonstrated aptitude for learning software and explaining technical problems and solutions in non-technical terms
  4. Experience working with cross-functional teams
  5. Familiarization with non-profits
  6. Familiar with Project Management tools
  7. Skilled in organizing work to meet deadlines

Physical Expectations (not an exhaustive list):

Big Thought jobs are action-based and can be physically demanding.  To be successful in this role, you may regularly be required to: sit, stand, or stare at computer screen for long periods of time; participate in external activities; use various office equipment, work in an environment with loud sounds, multiple distractions, and interruptions. You may also be exposed to extreme temperatures on occasion and must maintain your composure during stressful situations.

BIG THOUGHT ASPIRES TO BE A WORKPLACE OF INCLUSION & EQUITY.  WE VISUALIZE A WORKPLACE THAT PROVIDES AN EXCEPTIONAL EMPLOYEE EXPERIENCE.  WE BELIEVE THE BASELINE REQUIREMENT TO ACHIEVE OUR VISION IS. TO TREAT EVERYONE WITH DIGNITY AND RESPECT.

Big Thought is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Employees of Big Thought are expected to participate in mission driven activities, meetings, committees, etc. BT is based on a team environment and openness to always lend a hand as appropriate to another employee.

All employees are required to adhere to BT policies and procedures.  All employees may expect to perform duties as assigned. In addition, all employees may be assigned other duties in the spirit of teamwork.

NOTE: This posting is not an employment agreement or contract.  The CEO and/or designee has the exclusive right to alter this job description at any time without notice. 

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