Job Description:

Role Summary/Purpose:

The AVP, SFDC Administrator and Business Analyst will report to the Salesforce.com Platform Leader. This position will be responsible for working closely with the Salesforce Admins, & Salesforce Run, Team(s) (IT-Data), and business stakeholders (requestors) on Salesforce Support case queue management, lifecycle, and resolution. This position will also be responsible for maintaining the viability of the internal support process within the SFDC platform as well as growing adoption within the businesses they support. 

We’re proud to offer you choice and flexibility. You have the option to be remote, and work from home, or come into one of our offices. You may be occasionally requested to commute to our nearest office for in person engagement activities such as team meetings, training and culture events.

Essential Responsibilities:

• Provide initial point of contact and management of the Salesforce Support Case queue.

• Salesforce Support Case Queue Management

• Support case resolution – as needed.

• Ensure that Salesforce Support cases are responded to, and tracked per SLA(s)

• Communication with case petitioners on any status, updates, changes, or requirements gathering needed.

• Reporting on Support Case process health

• Be a liaison between business, IT and other data management support teams as it pertains to the Salesforce Support Case process.

• Work closely with business to translate business requirements into working solutions using a combination of salesforce configuration and custom developments approaches.

• Drive efficiency and effectiveness in business processes through effective communication, leadership, oversight and execution.

• Analyze business solution needs, gather requirements, execute to ensure on-time delivery of project deliverables.

• Provide back-up support for Salesforce Admins on build work as needed.

• Perform other duties and/or special projects as assigned

Qualifications/Requirements:

• Bachelor's degree. In lieu of degree, HS Diploma/GED and 7 years of progressive business experience.
• 3 years of Salesforce related experience to include:
  • SFDC Admin Certification.
  • Experience with Lightning for service and sales clouds.
• Understanding of Integration scenarios and design: Data Architecture.
• Proficiency with Microsoft Office Products.
• Experience in a business analysis capacity.
• Demonstrated ability to lead a project team and be a strong consultant to the business.
• Experience with or understanding of Agile Project Management.
• Travel roughly 25% to site locations.

Desired Characteristics:

• Understanding of financial card services business processes.
• Strong understanding of the basics on how Salesforce Support Cases, and their support through Chatter works.
• Strong organization skills
• Strong documentation and training skills.
• Very strong oral and written presentation skills
• Ability to communicate with non-technical stakeholders.
• Ability to work remotely as part of a remote-based team, with both onshore and offshore resources.
• Microsoft Office Suite experience (MS Word, MS Excel, MS PowerPoint)
• Engagement Tools familiarity – MS Teams & Zoom a plus.
• Project Management & coordination experience a plus
• Understanding of DevOps process, a plus.
• Ability to interact with key business stakeholders in the cataloging, and developing content in support of, specific business processes within the digital suite, in a project environment.
• Basic understanding of business processes and develop procedures a plus.
• Ability to work in a self-paced, dynamic environment, but with key deliverable timelines

Grade/Level: 10

The salary range for this position is 75,000.00 - 130,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older

• You must have a high school diploma or equivalent

• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process

• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.

• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles. Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles. Employees, level 8 or greater, must have at least 18 months’ time in position before they can post. All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of a diverse, inclusive culture where your skills, experience, and voice are not only heard—but valued. We celebrate the differences in all of us and believe that our individual, unique perspectives is what makes Synchrony truly a great place to work. Together, we’re building a future where we can all belong, connect and turn ideals into action. Through the power of our 8 Diversity Networks , with more than 60% of our workforce engaged, you’ll find community to connect with an opportunity to go beyond your passions.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627. Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

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