Salesforce Administrator IT Commercial Support

Nevro (NYSE: NVRO) is a global medical device company headquartered in Redwood City, California. We are focused on delivering comprehensive, life-changing solutions that continue to set the standard for enduring patient outcomes in chronic pain treatment. The company started with a simple mission to help more patients suffering from debilitating pain and developed its proprietary 10 kHz Therapy, an evidence-based, non-pharmacologic innovation that has impacted the lives of more than 100,000 patients globally. Nevro's comprehensive HFX spinal cord stimulation (SCS) platform includes a Senza SCS system and support services for the treatment of chronic trunk and limb pain and painful diabetic neuropathy. Senza, Senza II, Senza Omnia, and Senza HFX iQ are the only SCS systems that deliver Nevro's proprietary 10 kHz Therapy. HFX iQ, Nevro's latest innovation, is the first and only SCS System that uses Artificial Intelligence to optimize and maintain pain relief using each patient's response. Nevro's unique support services provide every patient with an HFX Coach throughout their pain relief journey and every physician with HFX Cloud insights for enhanced patient and practice management. Job Summary & Responsibilities The Salesforce Administrator IT Commercial Support will have primary responsibility for maintaining existing production modules of Salesforce, SMS and reporting to support upstream and downstream impacts. This position is expected to be a partner with the business functions and contribute to quickly resolving issues as they arise. The ideal candidate will have an in-depth knowledge and experience in all Salesforce Platforms (e.g. Salesforce Sales Cloud, Health Cloud, Community Cloud and a nice to have in Marketing Cloud). Experience in understanding and differentiating urgent issues to resolve them quickly. Strong communication and documentation skills. Additionally, experience in working with third party solutions and making recommendations. In depth experience in commercial SaaS-based applications such as Salesforce, Jira and a knowledge of new technologies and systems for commercial functions is desired. Major Responsibilities include: Ensure customer service is timely and accurate on a daily basis Follow up with customers to identify areas of improvement In depth knowledge of supporting tickets through Jira Service Desk Provide day-to-day Salesforce Sales Cloud and Health Cloud Production Support by troubleshooting issues brought up by end-users as well as other team members Resolve issues in a timely manner Ensure that the applications and functionality deployed into the production environment is up and running at all times Conduct assessment on current state production systems, support and maintenance capabilities, processes and procedures, and Identify production risks and areas for improvement Prioritize, design and facilitate successful implementation and adoption of new support and maintenance capabilities, processes and procedures Collaborate with team members to design, configure/develop and deliver scalable Salesforce solutions based on requirements from stakeholders on Salesforce Health Cloud platform with features such as custom objects and fields, workflows, approval processes, process builder and Lightning flows Configure and maintain record types, fields, page layouts, formulas, data validation rules, triggers, installed packages, etc. within Salesforce Maintain user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security) Lead, contribute and/or participate in CI/CD build pipeline implementation Maintain system documentation and Salesforce policies and procedures Provide environments management and support Enforce Salesforce security best practices and SOX Compliance procedures Role Requirements Bachelor's degree or equivalent experience Certified: Admin certification required, Advanced Admin (Platform App Builder preferred and/or Salesforce Platform Developer certification are a plus) Experienced: 6+ years working on the platform in an Administrator capacity, in a high usage volume implementation 2+ years of working experience with Jira for support tickets as well as release management Expert: Deep understanding of Salesforce platform (Health Cloud highly desired), Lightning Experience as well as Salesforce platform architecture, out of the box functionality, configuration and customization 3+ year working experience in CI/CD and Release Management experience Technically Minded: Experience with Apex, Cumulus (or) SFDX CLI, Visualforce preferred (for troubleshooting). Understanding of SDLC. Familiarity with the App Exchange, Changeset based deployment process and maintaining Managed/Unmanaged packages in multiple environments. Strong Communicator: Excellent interpersonal communication skills Motivated: Eager and motivated self-starter who enjoys working in a team environment Salesforce and Jira experience Customer Service oriented with in-depth problem-solving attitude An ability to think critically about systems and to make adjustments consistently as needed Having a sense of urgency and prioritization Skills and Knowledge Excellent verbal, written communication, and presentation skills Passionate about Customer Success. Proficient at collaboration and a team player. Strong problem solving & analytical skills. Always wanting to learn, approaches each interaction with an open mind, great listener and hands-on Experience in IT in a regulated medical device or biotech industry supporting commercial, patient services, sales, and marketing organizations. Knowledge of commonly used concepts, practices, and procedures within the IT field. About the company Nevro is a global medical device company focused on delivering innovation to improve the quality of life for patients suffering from debilitating chronic pain. #J-18808-Ljbffr