Water, Sport, Sports, Boat, Transportation, Vehicle, Swimming, Diving, Diver, Outdoors

Service Cloud Administrator (Hybrid)

Service Cloud Administrator (Hybrid)

  • Central Location, Orlando, Florida, United States, 32821
  • Central Location, Indianapolis, Indiana, United States, 46032
  • Operations - General
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

The Service Cloud administrator will work alongside their fellow Service Cloud administrators to understand and proactively monitor all aspects of the Service Cloud configuration. Where applicable and necessary, she/he will collaborate with internal/external Salesforce architects/ integrators/crowdsource solutions and/or other internal data/technical associates when the complexity of identified solutions warrants it.

The successful candidate will work with key stakeholders (including Global Customer Experience team, Enterprise program deployment teams and other stakeholders) to execute configuration changes derived from specific RCI initiatives or resulting from Salesforce platform releases/upgrades.

The successful candidate will partner with business and technical partners to identify new and creative opportunities to leverage Salesforce Service Cloud to enhance external and internal customer experiences.

Duties include (but are not limited to):

  • Serve as a system administrator for the Salesforce.com environment as part of a team
  • Work on SFDC core administrative functions including user account maintenance, reports and dashboards, custom apps, objects, fields, page layouts and other routine tasks
  • Develop and manage process automations using flows, validation rules, quick actions, advanced formulas, and custom objects
  • Administer Salesforce instance including roles, profiles, sharing rules, and groups
  • Build and support service channels: Chat, Email & Web to Case, Digital Engagement (SMS, WhatsApp, etc) and related routing configuration
  • Participate in the agile development process where applicable/appropriate
  • Participate in QA testing and create documentation
  • Experience using Copado or another Salesforce DevOps tool
  • Support call center operational requests and assist in the escalated resolution of support issues, working with diverse user groups when required
  • Creating and maintaining system interface diagrams, functional designs, and technical specifications
  • Participate in strategic and tactical planning discussions to continuously improve the salesforce.com platform
  • Assist in the evaluation of new Salesforce.com functionality and App Exchange tools for feasibility and impact to the business.
  • Proactively identify production risks and create actionable mitigation plans
  • Experience in the Agile development process where applicable/appropriate
  • Participate in testing and validations and document the process.

Minimum Requirements and Qualifications

Education:

  • Post-secondary degree in Business/Technology is preferred.
  • Relevant work experience/currently pursuing a degree in Business/Technology may be considered in lieu of the actual degree. 
  • Training requirements
  • Certified Salesforce Administrator (ADM201) is required.

Knowledge and Skills:

  • Minimum 3 years of experience in Salesforce Service Cloud Administration and/or implementation is preferred
  • Deep understanding of Salesforce.com technical requirements, system configurations, user requirements and all related policies and procedures
  • Strong understanding of the platform, with the ability to build custom apps and objects, formula fields, flows, custom views, and other content of intermediate complexity.
  • Ability to work in the Lightning UI and understand and build Lightning Pages and Apps
  • Experience with Force.com development platform considered an asset
  • Experience working with flows and triggers to automate tasks
  • Experience creating custom objects and/or apex pages considered an asset
  • Ability to work/meet deadlines
  • Excellent verbal and written skills
  • Creative thinker / problem solver
  • Strong ability to work in a dynamic environment with shifting priorities
  • Superb planning skills

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-54908

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