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Reference Number: PR 0003905

Salesforce Administrator - CRM

1 Dave Thomas Blvd.
DUBLIN, OH 43017

What you'll do

Overview 

As a Salesforce Administrator - CRM, you’ll be responsible for defining business requirements, coordinating efforts between business partners and vendors, and delivering features to completion to meet deadlines. This role will also support the existing Salesforce instance, including day to day support, user management/ security and permissions, configuration changes, journey management, existing integrations, data management, testing and QA, and deployments. This role would also help in the creation and management of reports and dashboards to support organizational needs.

Specific Responsibilities Include:

Manage Existing Salesforce implementation and Execute Salesforce Configuration Changes 

  • Maintenance of business – support existing system configuration
  • Owns all aspects of configuration changes needed to support the product roadmap, from minor field changes, to entirely new processes, flows, automation rules etc.
  • User management – activating and deactivating Service Cloud users and issuing appropriate permissions
  • Permission management – periodically review profiles and security permissions to ensure the right people have access to the right information (profiles, roles, sharing rules, security, permission sets etc.).
  • Mass upload data to the instance as needed to support various projects using Data Loader
  • Mass delete data as needed (e.g. spam/junk cases)
  • Salesforce functionality training to end users, as well as provide day to day support to Advocates who have questions or issues
  • Manage standard and custom objects, custom and formula fields, validation rules, workflow rules and actions, processes and flows.
  • Manages configuration, access, and routing for LiveMessage, Live Chat, Email to Case, Web-to-Case, Social Customer Care, Chatbot and third-party apps installed in our org.
  • Manages automated processes, builds new and refines existing processes using Process Builder
  • Supports both Classic and Lightning user interfaces
  • Maintain data integrity and perform data cleansing using dupe management and dupe prevention tools
  • Stays up to date with Salesforce’s 3 annual releases and what features and functionality is included in each release
  • Test each release in Sandbox prior to it becoming live for production. Enable/disable release features as needed
  • Supports existing integrations
  • Collaborates with key stakeholders (e.g. security, architecture, IAM team) on new integration projects
  • Troubleshooting Issues on any of the supported platforms
  • Owns the execution of Salesforce Accelerators– for minor guided engagements with Salesforce SMEs that help us leverage certain pieces of functionality or provide optimization recommendations.
  • Manage sandboxes and sandbox access, test and QA in a sandbox environment, create change sets, deploy functionality to production and perform post-deployment testing in production.
  • Facilitate requirement gathering sessions to understand business needs and recommend a design solution. On occasion owning the requirements and executing a solution.
  • Supports Salesforce integrated chatbot, by building new direct response intents, monitoring incoming utterances and performing NLP training
  • Manage Journey creation and post release maintenance – Lead journey efforts be working with business partners to determine journey requirements, building the journey, segmenting target audiences from contact data, monitoring journey health and reporting out results to relevant business partners.  
  • Partner with cross functional teams to create and send single time cross-channel marketing pushes to customers (Ex. Emails, text messages, notifications etc).

Report/Dashboard Creation

  • Provide support to various functional partners by running in depth or pulse check reports for various needs, as requested (e.g. BBQ sauce, Spicy Nuggets)
  • Build and make accessible relevant dashboards for the Customer Care Advocates, Supervisors of Managers, as well as other licensed Service Cloud users in our instance (e.g. Treasury)

Training

  • Develops training materials for end users when releasing new functionality
  • Follows train the trainer model, and provides end user support to all users post deployment
  • Advises end users on appropriate Trailhead modules to take for knowledge development in a certain area.

Franchise Contact Hierarchy Management – this controls the hierarchy for alerts and survey results, and restaurant evaluations, as well as alerts sent from Customer Care.

  • Receives hierarchy change requests from franchisees and executes those changes
  • Performs structure file clean-up / corrections
  • Uploads structure file and XML file uploads via FTP

Wendy’s is the world's second largest quick-service hamburger company and was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 6,700 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

What we expect from you

Education / Experience

  • Bachelors Degree
  • Minimum 2 years experience with Saleforce, configuration and data management
  • Exhibits well-developed verbal and written communication skills
  • Demonstrated organizational and multi-tasking skills, within a rapidly changing environment
  • Self-motivated, with the ability to manage own workload with minimal supervision

Wendy’s is the world's second largest quick-service hamburger company and was built on the premise, "Quality is our Recipe®," which remains the guidepost of the Wendy's system. Today, Wendy's and its franchisees employ hundreds of thousands of people across more than 6,700 restaurants worldwide with a vision of becoming the world's most thriving and beloved restaurant brand.

Wendy's is an equal employment opportunity employer who may provide reasonable accommodation to enable individuals with disabilities to perform the essential functions of the job.

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About this location

1 Dave Thomas Blvd.
DUBLIN, OH 43017

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