Who We Are
AnswerLab is a UX research and experience strategy firm that partners with the world’s boldest brands to create experiences people love. We don’t just deliver insights—we shape product direction, influence strategy, and accelerate innovation at companies like Amazon, American Express, Google, and Meta.As a team of experience strategists, we uncover the “why” behind user behavior and transform it into clarity, direction, and momentum for our clients. Whether advising on AI, accessibility, or emerging technologies, we help design solutions that drive measurable business impact and build better futures for users.What makes us successful is simple: the people who work here.
We’re a team of intelligent, curious, and collaborative professionals who care deeply about solving problems and making a difference. At AnswerLab, you’re empowered to lead, grow, and have a real impact—supported by teammates who value thoughtful work, cross-functional collaboration, and yes, even a good laugh along the way.Job Purpose & Impact We are looking for a Salesforce Administrator to join our DevOps Team for a 6-month contract. The role is responsible for supporting, documenting and maintaining our Salesforce.com platform, including related applications across the CRM environment such as Certinia and Community Cloud.
This role is considered a tier-one support role for Salesforce.com and related CRM applications. In addition to Salesforce support, the role works on automation, workflows, and best practices to streamline and improve organizational processes. The Salesforce Administrator reports to the Senior Vice President of Operations and provides support on key business initiatives led by the SVP.Job Responsibilities
- Manage tier-one support tickets and day-to-day operations of SFDC
- Serve as our organization’s point of contact for providing maintenance, configuration, and Salesforce data cleanup
- Handle administrative functions, including user account maintenance, creating reports and dashboards, managing user permissions, and other routine tasks
- Assist users with navigating the Salesforce platform and utilizing its features
- Adhere to best practices for SFDC processes, data governance, administrative processes, and user adoption
- Stay current on releases, new features, product roadmaps, and applications; assist with upgrades and releases of SFDC
- Assist with maintaining custom objects, fields, formulas, validation rules, workflow rules, process builder, flows, page layouts, Lightning pages, etc.
- Develop and maintain clear documentation for all updates and modifications within the Salesforce environment
Knowledge, Skills, and ExperienceWe understand that outstanding candidates can come from a variety of backgrounds. While specific experience is important, we are ultimately looking for candidates who have the personal characteristics to thrive in a growing client-focused business. The ideal candidate will likely meet many or most of the job criteria listed below. Minimum Qualifications:
- At least 2+ years of Salesforce Administration experience
- At least 3+ years working for a B2B professional services agency, or a demonstrated understanding of such a business model within the context of CRMs
- At least 2+ years of experience creating and updating formal documentation of configurations, functional and technical specifications, policies, and procedures
- At least 3+ years of professional experience with a BA/BS degree; or at least 5+ years of professional experience with a technical/AA/AS degree
Required Skills/Knowledge:
- Salesforce Administrator Certification
- Demonstrated experience configuring and managing Salesforce Lightning Sales Cloud to support business processes
- Strong background in Salesforce.com dashboards and reporting, with the ability to practice extreme care in delivering quality reporting and data
- Experience managing user profiles, roles, permission sets, and assignments
- Proficient with Data Loader, Data Import Wizard, and Microsoft Excel, and able to manage data operations with ease and accuracy (export, manipulate, load)
- Experience in Certinia PSA, specifically administering and supporting, Timecards, Timecard Approvals, Utilization Calculations, and Holidays preferred
- Skilled in designing Salesforce Flows with Slack integration to enhance cross-functional collaboration and real-time notifications
- Excellent organizational and project management skills
- Ability to recognize and navigate through ambiguous input while maintaining a positive attitude
- Demonstrated ability to meet deadlines and handle and prioritize simultaneous requests
- Creative and analytical thinker with strong problem-solving skills
- Must demonstrate the ability to communicate effectively at all levels of the organization
- Ability to anticipate needs, plan accordingly, and drive or suggest quick resolutions for escalated issues
- A healthy sense of humor when stress levels inevitably rise
- Comfort, confidence, and reliable performance under remote work conditions
- Ability to work across teams to solve workflow solutions that satisfy the needs of all those involved
In addition to expertly meeting the requirements outlined above, your success will be measured on our eight Core Values.AnswerLab Core Values:
Build trustProvide amazing serviceSupport and encourage inclusivityJump in to help othersHandle change with flexibilityInnovate our products and processesExplore creative solutions to challengesMake AnswerLab a great place to workPhysical Requirements:
- Sitting for extended periods of time
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects
Note: This job description is subject to change at any time. Applicants must be authorized to work in the United States. Overtime may be required to meet project deadlines. At AnswerLab, our mission is to create experiences people love. This means we strive to make our company a great place to work for people from all walks of life. Hiring people from a wide variety of backgrounds makes our company stronger and helps us achieve our mission. If you do not meet every specification in the position description, that is okay; we are happy to have the conversation.
We realize that no candidate is flawless, and will focus the review of your resume on areas where you excel and how those skills will complement the team you would potentially join. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.Information collected and processed as part of any job application you choose to submit is subject to AnswerLab's Privacy Policy: https://www.answerlab.com/privacy-policy
