Salesforce Service Cloud Administrator

Salesforce Service Cloud Administrator required by my global client. Service performance is won or lost in the systems people use every day. This role makes Salesforce Service Cloud the operating system for workplace and facilities requests—so cases are routed correctly, knowledge is trusted, and leaders can see what is actually happening. You will turn operational pain into cleaner processes, faster resolution, and decisions backed by data.

Performance Objectives

• Run Service Cloud so case volume, backlog age, and SLA attainment are visible and improving month on month.

• Configure case management, entitlements, queues, and assignment rules so work lands with the right team the first time.

• Build and maintain Flow, macros, and email templates that remove repeat manual steps without breaking audit trails.

• Keep knowledge articles current and searchable so agents resolve common requests without escalation.

• Deliver role-based reports and dashboards that operations leaders use in weekly performance reviews.

• Control profiles, permission sets, and data quality so sensitive client and employee information stays correctly restricted.

• Ship tested releases with clear change notes, rollback paths, and adoption support for frontline users.

Environment & Resources

You sit with the service technology function and work daily with operations managers, the service desk, and IT. The stack is Salesforce Service Cloud, Flow, reports and dashboards, and standard integration patterns with workplace systems. Changes go through agreed release windows. You report to the service systems lead and influence process owners; you do not own the commercial contract, but you own whether the platform supports it.

Essential Qualifications

• Hands-on administration of Salesforce Service Cloud in a live, multi-team service operation.

• Proven delivery of case routing, entitlements, knowledge, and automation that reduced handling effort or missed SLAs.

• Ability to translate a messy operational process into a simple Salesforce design and explain the trade-offs.

• Solid security administration: profiles, permission sets, sharing, and field-level access.

• Experience producing operational dashboards that non-technical managers actually use.

• Comfortable supporting users through go-live, including training materials and defect triage.

Role Selling Points

• Real operational scale: multi-site facilities and workplace services, not a single internal helpdesk.

• Direct line from your configuration to employee experience, safety, and contract performance.

• Room to standardise a complex service model rather than maintain a frozen org.

• Close partnership with people who run buildings, not only with other administrators.

Call to Action

If you can show how your Salesforce work changed service outcomes, apply with a short note on one process you redesigned and the result you measured