Application Support Administrator – Salesforce (P2)

UKG is seeking an application support administrator for Salesforce application to join our dynamic Digital team to play a key role in supporting our enterprise systems landscape. These critical business systems are utilized across UKG’s business teams, spanning from Sales to Customer Experience, and include some customer-facing solutions as well. This role is responsible for triaging user-reported system issues, executing persona-based access requests, delivering on service catalog offerings, and implementing operational system changes/configurations. This role requires collaboration with cross-functional teams to ensure high-quality and timely resolution of issues and requests as well as identifying opportunities for improvement of our user experience. Qualified candidates must possess experience supporting critical business systems, attention to detail, good communication, problem-solving skills and self-motivation.

Responsibilities:
Production Support: Provide technical assistance for incoming queries and issues reporting by business users.
Incident Resolution: Diagnose, troubleshoot, and resolve production issues, in a timely manner and with quality, minimizing system downtime. Triage and escalate issues to Solution Engineers as needed.
Service Catalog: Deliver services offered through our catalog of standard requests, including data updates and user access.
Users Management:
User Account Management: Create, modify, and deactivate user accounts ensuring that all accounts are set up with the correct roles, profiles, and permissions.
Access Control: Assign and manage user roles, profiles, and permission sets in accordance with the organization's security policies and user needs.
Onboarding/Offboarding: Facilitate the onboarding process by ensuring timely setup of new user accounts and access. Manage offboarding by promptly deactivating user accounts and revoking access.
Role-Based Access: Implement and maintain role-based access controls, ensuring that users have access to only the information and tools necessary for their role.
Data Management: Assist with data imports, updates, data integrity checks, and other data-related issues.
Collaboration: Work closely with business users, Solution Engineers and other technical teams across geographies to resolve issues and implement improvements.
Documentation: Create and maintain documentation related to systems support processes, known issues, and knowledge articles.
Continuous Improvement: Identify opportunities to improve the user experience and/or operational efficiencies.
User Training: Provide guidance and training to end-users to ensure proper usage and adherence to best practices.



Minimum Qualifications:
Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent practical experience.
1-2 years of experience in Salesforce administration or systems support roles, preferably in a production environment.
Salesforce Administrator certification required
Experience in Salesforce administration, configuration, and user management.
Strong troubleshooting and problem-solving skills.
Strong organizational and problem-solving skills, eagerness to learn and attention to detail.
Strong communication and interpersonal skills, with the ability to work effectively with all levels of management
Excellent writing skills with the ability to clearly document issue details and resolutions.
Strong sense of urgency, sense of ownership and integrity
Strong attention to detail and technical acumen
Ability to work independently and within a team environment.
Ability to manage multiple tasks and prioritize effectively under pressure.

Preferred Qualifications:
Familiarity with Salesforce workflows, process automation, and reporting tools.
Familiarity with ServiceNow or a similar ITSM tool
Experience with Salesforce licensing model and audit protocols
Experience with Salesforce data loader tools
Familiarity with DevOps tools
Familiarity with Agile practices
Commitment to continuous learning and professional development