Role Description The Salesforce Administrator supporting the Veterans Crisis Line (VCL) within the Customer Success Center (CSC) is responsible for maintaining and optimizing Salesforce to support frontline agents who provide critical, life-saving services to Veterans in crisis. This role ensures system stability, usability, security, and responsiveness in a high-availability, mission-critical environment. The ideal candidate is technically strong, detail-oriented, and deeply committed to supporting a platform that enables timely, compassionate, and effective support for Veterans and their families. - Administer and maintain Salesforce environments supporting the CSC and Veterans Crisis Line. - Manage users, profiles, roles, permission sets, queues, and access controls. - Process complex user access requests, including cross-object permission analysis and least-privilege enforcement. - Execute Data Loader operations for bulk data imports, updates, deletes, and exports in compliance with data governance standards. - Write and execute SOQL queries to support data validation, audit requests, and operational reporting. - Perform bulk user provisioning, deactivation, and profile/permission set updates across environments. - Conduct advanced login troubleshooting, including SSO failures, IP restrictions, and session policy conflicts. - Engage Business Owners to clarify requirements, validate configurations, and obtain approval for system changes. - Investigate and resolve sharing and record visibility issues across OWD settings, sharing rules, role hierarchy, and manual shares. - Provide over-the-shoulder troubleshooting in direct collaboration with the System Integration team on cross-system issues. - Troubleshoot and resolve end-user requests submitted via ServiceNow, ensuring accurate ticket documentation and SLA adherence. - Maintain and update the VCL Confluence page with current procedures, known issues, and resolution documentation. - Partner with Incident Response Teams (IRT) to support triage, containment, and resolution of high-priority production incidents. - Perform sandbox management including environment refreshes, configuration validation, and change set deployments. - Support Flow and automation troubleshooting, identifying logic errors, governor limit risks, and performance bottlenecks. - Monitor system health, debug logs, and error alerts to proactively identify and address platform issues before escalation. - Assist with audit and compliance reviews by generating field history reports, login history exports, and permission snapshots. - Collaborate with development and release teams during UAT cycles to validate configurations meet business requirements pre-deployment. Qualifications - Bachelor’s degree in computer science, Engineering or other technical discipline required, OR equivalent work experience. - 3+ years of Help desk or other experience working in a customer service capacity with a track record of developing solutions within a complex global organization. - Salesforce Admin Certified. - Experience with planning and performing regression testing. - Some familiarity with Agile project management and sprint planning. - Ability to work independently as well as collaboratively on cross-functional teams. - Highly skilled in interpersonal and verbal/written communications, presentations, and problem-solving skills. - Experience supporting Department of Veterans Affairs (VA) and/or other federal organizations. - Must be able to obtain public trust clearance. - Must have reliable internet service that allows for effective telecommuting. Working Conditions Standard business hours for this position are weekends and holidays, with rotating shifts spanning 8:00 AM – 4:00 PM, 4:00 PM – 12:00 AM, and 12:00 AM – 8:00 AM. Must have reliable internet service that allows for effective telecommuting. Benefits - Medical, Dental, and Vision. - Health Saving Account (when enrolled in eligible plan) with Company contribution. - Company paid Life, Accidental Death, Short-term & Long-term Disability. - Voluntary Accident, Hospital Indemnity, & Critical Care Insurance. - Voluntary Medical & Dependent Care Flexible Spending Accounts. - Accrued Paid Time Off & Company Paid Holidays. EEO Statement Sprezzatura is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, protected veteran status, or any other legally protected characteristic. Applicants have the right to discuss, disclose, or inquire about compensation without retaliation. Reasonable accommodation is available for qualified individuals with disabilities.