Senior Business Systems Administrator - Salesforce (Customer Service Center)

Date: Sep 19, 2023

Location: Remote, IL, US, N/A TEMPE, AZ, US, 85283-4475 LAKE FOREST, IL, US, 60045-5201 JANESVILLE, WI, US, 53546-8729 WATERLOO, IA, US, 50701-9371

Company: Grainger Businesses

Sr Business Systems Administrator- Salesforce (Customer Service Centers)


About Grainger: 


Grainger is a leading broad line distributor with operations primarily in North America, Japan and the United Kingdom. We achieve our purpose, We Keep the World Working®, by serving more than 4.5 million customers with a wide range of products that keep their operations running and their people safe. Grainger also delivers services and solutions, such as technical support and inventory management, to save customers time and money.

We're looking for passionate people who can move our company forward. As one of the 100 Best Companies to Work For, we have a welcoming workplace where you can build a career for yourself while fulfilling our purpose to keep the world working. We embrace new ways of thinking and recognize everyone is an individual. Find your way with Grainger today.


Position Details: 


Sr Business Systems Administrators provide advanced, expert level knowledge and administration of specific systems used by the North American Contact Center Organization and several non-Contact Center organizations as well (up to 9,000 users supported).  You will provide configuration and set-up within an assigned product while also monitoring performance and system usage support. You will lead efforts to address complex Contact Center system issues and configuration opportunities by facilitating conversations between impacted Operations Teams and Enterprise Security partners.

 You will report to the Manager, Business Systems Administrator. This role is remote but preferred that you are within driving distance to one of the Customer Service Centers once a month. (Lake Forest, IL; Janesville, WI; Waterloo, IA or Tempe, AZ).


This position is salaried and will pay between $82,620 to $126,480 with a bonus.

 **This range provided is a guideline and not a guarantee of compensation.  Other factors that are involved in offer decisions include and not limited to:  Candidate experience, qualification, geographical area and internal equity of the team.



You Will:


  • Lead the development and implementation of initial solution configurations and provide ongoing configuration support for specific Contact Center systems- Salesforce and MS Exchange.  
  • Lead projects related to primary system of expertise.
  • Advise business partners on technology best practices, business standards, and strategic direction of the primary toolset supported.
  • Provide cross-functional (9,000 users across multiple organizations) partnership and leadership, bringing various organizations together while driving consistency and alignment around technology usage.
  • Partner with Contact Center Strategy Team to define and improve service delivery.
  • Display a strong continuous improvement mindset.  Organize reporting, perform trend analysis, and partner internally and/or externally to implement improvements.
  • Provide advanced systems expertise for problem resolution, process consulting, and training.
  • Facilitate knowledge transfer between users and Enterprise Systems while resolving system / software issues.
  • Monitor specific Contact Center systems to ensure they are working properly and act as a point of contact for operations and Enterprise Systems partners to work through system issues/outages.
  • Communicate system issues, approved work-arounds, estimated time for completion, and root cause analysis.
  • Execute testing for all configuration change in the environment.


You Have:


  • Bachelor's degree in Business or CIS or equivalent work experience.  
  • 3-5 years of experience using and maintaining Salesforce software applications. 
  • Experience in Microsoft tools including Outlook, Excel, and Power Platform.  
  • Knowledge of Customer Service Center operating practices and tools, especially those around email channels.  
  • Technically adept with application administration and configuration.  
  • Accomplished in and fosters the use of Continuous Improvement (CI) methods and tools.  


Rewards and Benefits: 


With benefits starting day one, Grainger is committed to your safety, health and wellbeing. Our programs provide choice to meet our team members' individual needs. Check out some of the rewards available to you at Grainger.


  • Medical, dental, vision, and life insurance coverage starts day one
  • Paid time off (PTO) days and 6 company holidays per year
  • 6% 401(k) company contribution each pay period
  • Education assistance, including financial counseling, tuition reimbursement and low-cost degree options
  • Employee discounts, parental leave, and more


DEI Statement 


We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.


We are committed to fostering an inclusive, accessible environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment.  With this in mind, should you need a reasonable accommodation during the application and selection process, please advise us so that we can provide appropriate assistance.