Senior Salesforce Administrator

This position is within a subsidiary of the Desjardins Group called Collabria Financial Inc. Making it Possible - Collabria Financial 

Collabria Financial Inc. is a leading Canadian credit card issuer. We specialize in white-label credit card programs tailored for Canadian credit unions, helping them serve both consumer and commercial members more effectively. Our client-centric approach emphasizes convenience, security, and value—empowering credit unions to deepen relationships with their members and remain competitive in a rapidly evolving financial landscape. What sets Collabria apart is our foundation in partnership, collaboration, and responsiveness. We offer credit unions the ability to personalize product offerings under their own brand, enhancing the overall member experience. As a fast-growing organization, we offer exciting opportunities for career advancement and innovation. As a Salesforce and ITSM Platform Administrator and Developer, you will administer, support, configure and enhance Collabria's Salesforce and Halo platforms. In this role, you will be responsible for the day-to-day administration of Salesforce Service Cloud and Halo, including user access, platform configuration, workflows, reporting, case and incident management processes, and system enhancements, while contributing to the transition to Marketing Cloud Next. You will collaborate with different areas of the business, including, Customer Service, Marketing, Data, Technology teams and external partners, to troubleshoot complex issues, support integrations and platform changes, maintain documentation, and contribute to continuous improvement initiatives across the organization. More specifically, you will be required to:

• Configure, develop, test and deploy Salesforce enhancements.
• Support case management, routing, escalation, notification, knowledge management and reporting processes within Service Cloud.
• Contribute to the transition to Marketing Cloud Next and support the integration of data, audiences, communication preferences, customer journeys and automation capabilities.
• Collaborate with the Data team on the configuration and use of Data 360, including profile unification, data quality, segmentation, data models and activation within Salesforce.
• Contribute to the assessment, configuration and deployment of Agentforce use cases while ensuring appropriate data security, access controls, human oversight and response quality.
• Investigate and resolve incidents, automation errors, integration failures and data issues affecting Salesforce, Halo and related platforms.
• Plan and execute platform changes in accordance with approved change management, version control, testing, approval, deployment and post-production validation practices.
• Collaborate with suppliers and internal teams to manage complex incidents, dependencies, upgrades, roadmaps and knowledge transfer to Collabria.

What we offer*

• Competitive salary and annual bonus
• 4 weeks of flexible vacation starting in the first year
• RSP Contribution option
• Group insurance including telemedicine
• Reimbursement of health and wellness expenses and telework equipment

*Benefits apply based on eligibility criteria.

#LI-Remote, #ON10-

What you bring to the table

• Bachelor’s degree in computer science, software engineering, information technology or a related field
• A minimum of six years of relevant experience in enterprise platform administration, configuration, development or support
• Please note that other combinations of qualifications and relevant experience may be considered
• Experience supporting production applications, resolving incidents
• Experience developing Salesforce solutions using Flow, Apex, SOQL, Lightning Web Components, APIs and deployment tools
• Experience with an ITSM platform such as Halo, ServiceNow, Jira Service Management, BMC Helix or Freshservice
• Knowledge of French is required for positions in Quebec
• Advanced proficiency of English due to the nature of the duties or work tools or because the position involves interactions with English-speaking partners, members and/or clients
• Advanced knowledge administering Salesforce, Service Cloud, including access, objects, rules, queues, flows, reports and dashboards
• Knowledge of ITIL processes, including incident, service request, problem, change and knowledge management

Equity, Diversity, Inclusion and Accessibility

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

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