Salesforce Administrator, GSS Case Management

Job Locations US-ID-Boise
Job ID
# of Openings
Enterprise Support


Cradlepoint is seeking a Salesforce/Case Management Administrator to join our Global Service and Support (GSS) team. This role will bring experience developing, administering and utilizing technical expertise to augment our best in class organization by supporting, enhancing and maintaining the Case Management platform utilized by the GSS team.

The ideal candidate will have hands-on experience with a Salesforce, MS Dynamics, Zendesk and other CRM/Case Management platforms. The candidate will have experience analyzing requests, designing and presenting concepts for increased task automation and process improvements. This position will highly leverage your experience in cross-functional team collaboration and quest for continued excellence. The successful candidate will work in a cutting-edge technology environment; enjoy competitive salary and benefits while working in a position that has an immediate impact in a growing industry.


  • Will be responsible for executing on the day-to-day support, development, maintenance, configuration and improvement of our the GSS Case Management platform
  • Interface with other departments to collaborate their Salesforce/Case Management usage
  • Customize Salesforce/GSS Case Management platform utilizing build/change functions
  • Assist in maintaining the GSS Case Management’s database accuracy, integrity and cleanliness
  • Assist the team in developing and maintaining proper documentation of the GSS Case Management platform configuration and development efforts
  • Work with the administrators from other functional groups to ensure that Salesforce/GSS Case Management platform is properly configured and integrated with outside systems
  • Maintain knowledge of all current Salesforce features and releases
  • Participates in strategic planning and visioning – driving automation of tasks
  • Define, design and build enhancements supporting the automation of tasks for GSS within the Case Management platform
  • An individual contributor with hands on experience building out feature sets within the GSS Case Management platform.
  • Understand the analytics and process flow architecture within the GSS Case Management solution
  • Provide technical guidance, architectural recommendations for designing, building, testing, deploying and maintaining highly available and scalable solutions
  • A key team member within the Global Service & Support organizational lifecycle; from requirements to implementation of features
  • Drive testing to ensure quality and repeatability; leading others to the same
  • Conduct performance tuning, process improvement, and automation of analytic solutions
  • Evaluate and identify new technologies for implementation
  • Listening, translate wants into essential needs, Identify points of leverage and efficiencies


  • Highly self-motivated with a proven track record of delivering quality features on a tight timeline
  • A team player with the desire to work independently from a remote location
  • Excellent written and verbal communication skills
  • Excellent personal and project organization skills - Ability to prioritize, organize tasks, and assignments
  • Good understanding of software development design architecture
  • Good understanding of MS applications including Excel, PowerPoint, Project and Visio
  • Excellent strategic vision with execution as the top priority
  • Excellent hands-on experience with microservice contracts, APIs and endpoint connections
  • Detail oriented with strong problem-solving skills
  • Ability to work cross-functionally with members in multiple departments
  • Experience with Salesforce platform
  • BA/BS degree or equivalent related experience
  • 3+ years of Salesforce administration/development experience
  • Salesforce Administrator/Developer Certification or ability to achieve within nine months of hire
  • Experience in a global support and service organization a plus
  • Experience with Zendesk and other Case Management system a plus



Cradlepoint is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, marital status, national origin, age, sexual orientation, handicap, disability, or any other protected class status pursuant to applicable law.


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