Leukemia & Lymphoma Society

  • Senior Five9-Salesforce Systems Administrator

    Job Locations US-NY-Rye Brook
    Job ID
    2018-3776
    # of Openings
    1
    Category
    Information Technology
    FLSA Status
    Exempt
    Type
    Full Time Regular
  • Why LLS

    Why LLS

    How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At LLS, employees take our mission seriously. Whether you work in one of our chapters, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our mission a reality: Cure leukemia, lymphoma, Hodgkin's disease and myeloma, and improve the quality of life of patients and their families.
    Join us and give new meaning to the word, "job."

    Overview

    As a key member of the IT team, you will be responsible for configuration, reporting, training, support, maintenance, and overall improvement of the Five9 system platform.  You will also work closely with the salesforce team and will be asked to participate in salesforce administration tasks, projects and initiatives.   To accomplish this you will partner closely with IT, Product Teams, Client Service Teams, Operational Support Teams and other teams to understand business needs and provide automated solutions.

    Additional Position Information

    Organizational Priorities:•Prioritize Research Programs: Pro-actively direct Grant and TAP programs to address specific research gaps and medical needs. •Drive Advocacy & Policy Agenda: Develop a coordinated advocacy network and a robust internal policy capability that, together, can influence and educate key policy decision makers on priority access issues to break down barriers.•Maximize Patient Impact: Reach more patients and have greater impact through improved efficiency, urgency and effectiveness of support, education and information delivery. •Increase Awareness: Raise LLS brand awareness and engagement to drive revenue and establish LLS as the leading cancer organization driving cures and access. •Improve Net Profitability: Maximize net income from existing channels through prioritization, organizational alignment and optimization of resources. •Diversify Revenue: Identify and develop high-growth, high-margin revenue opportunities focusing on volunteer initiatives, eRevenue, donor development and new partner development. •Enhance Organizational Performance: Assess resources, improve productivity and optimize organizational capacity.

    Responsibilities

    • Serve as a key subject matter expert on complex and/or critical business issues and processes with particular emphasis on the Five9 system and call center processes
    • Solve complex problems and develops innovative solutions related to the Five9 platform utilized by the business segments supported
    • Collaborate with Five9 and department heads to define requirements, configure and deploy Five9 for call center usage.
    • Add – Change - Delete Five9 users
    • Perform system monitoring, analysis, administration, troubleshooting, testing, software and data environment refreshes as needed
    • Package and deploy software changes to all environments (development, testing, production)
    • Work with BAs, IRC and IT System Engineering
    • Resolve problems and provide guidance in support of system improvements
    • Adapt departmental plans and priorities to address business and operational challenges
    • Demonstrate ability to remain calm when trouble shooting user issues
    • Demonstrate ability to influence business teams on maximizing the applications being developed leveraging the best solutions
    • Serve as a subject matter expert on complex and/or critical business issues and processes with particular emphasis on the salesforce system

    Qualifications

    Education & Experience Requirements: 

    • Experience with SAAS/Cloud based call center application administration
    • 5+ years of Salesforce.com administration and customization
    • 5+ years working on implementations of the Salesforce.com application
    • 5+ years call center system telephony and call routing
    • Proficiency in Salesforce.com administrative tasks such as creating user profiles, roles, custom objects, custom fields, page layouts, workflow rules, validation rules, reports, dashboards
    • Experience with data management and relational database reporting.
    • Excellent communication skills and ability to communicate at all levels of the organization
    • Ability to translate business requirements into technical deliverables
    • Undergraduate degree or equivalent experience
    • Agile / Scrum background
    • Expertise with Salesforce Customer Communities, Lightning Process Builder and Visual Flows
    • Not For Profit background is a plus

    Disclaimer

    The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The Leukemia & Lymphoma Society (LLS) does not accept resumes from third party recruitment/search firms. Please do not forward resumes to LLS employees or any company locations or email addresses. LLS is not responsible for any fees related to resumes not solicited by LLS Recruiting. The Leukemia & Lymphoma Society (LLS) is an Equal Opportunity Employer.

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