• Analyze, understand and translate business needs into technical configurations that administrators and developers can use as guidelines for configuration and/or programming work. • Provide daily system/application administration. • Maintain system and application backup/recovery and patching. • Manage access and security of the systems and applications. • Monitor and proactively support system/application capacity planning and stability. • Assess technical requirements of requests and scope for projects and communicate results to business client, project team, and IT counterparts. • Assist application users by tracking, analyzing and solving user problems based on an understanding of business process workflow within the application. • Provides support to users for the technical aspects of application utilities and functions, such as reporting. • Identify opportunities for new or improved systems and applications to support the business. • Serve on systems development/upgrade/enhancement project teams as technical liaison between business clients, IT Infrastructure and the development groups. • Facilitate or participate in testing activities to ensure development work meets user requirements. • May develop test script criteria and use cases for functional and end-user testing. • Prepare materials and/or conduct end-user training sessions to support use and feature sets for new or updated systems and applications. • Create user guides, system workflows and other application documentation as needed, including creating standard operating procedures (SOPs). • Develop strong business relationships with assigned business clients and with other related departments and vendors to ensure successful system and application implementations and support. • May perform development activities, programming and coding as needed. • Follow Internal Audit policies and procedures and provide information as needed. • Participation in on-call rotation

• Responsible for leading the ongoing development of Salesforce deployment • Works in partnership with functional leaders, cross-functional teams, and SMEs to identify, develop, and deploy new business processes • Executes on day-to-day configuration, support, maintenance, and improvement of the CRM platform

• Lead the design, build, and administration of the Braze PRM tool, specifically supporting our Partnerships team. You'll leverage both standard features and custom components to create seamless external experiences • Proactively optimize portal performance, scalability, adoption, and availability, resolving usability, technical, or adoption issues to ensure an exceptional user experience for our partners • Design and implement secure integrations between the Braze PRM and other key platforms, including core Salesforce products (Sales and Service Cloud), as well as other tools we make available to partners/resellers via the PRM, ensuring real-time, reliable data flows • Apply Salesforce security best practices for external identities, API access, and user data management, with a strong emphasis on safeguarding customer and partner information • Manage and optimize the core Salesforce Platform, including robust security controls, permission sets, profiles, roles, and sharing rules for internal and external users • Design and document scalable role hierarchies and sharing models to ensure appropriate data access across diverse user groups while maintaining data integrity • Implement and maintain platform automation using a combination of declarative configuration (Flows, Approval Processes) and light customization to streamline operations and enhance the overall user experience • Collaborate closely with business analysts, stakeholders, and end-users to thoroughly understand requirements, contribute to scalable solution designs, and support the successful implementation of both platform and Community features

• Manage the end-to-end lifecycle of user accounts, including permissions, roles, profiles, and sharing rules across diverse business units • Execute configuration changes such as creating objects, fields, page layouts, and validation rules; build and maintain declarative automation via Salesforce Flows • Triage and resolve incoming support tickets, providing end-to-end resolution and clear communication with internal stakeholders • Perform regular data hygiene tasks, including de-duplication and standardizing field usage • Work within two-week sprints and follow established release pipelines, coordinating with DevOps engineers to promote changes from sandbox to production • Build and maintain customized reports and dashboards that empower our Sales and RevOps teams.