4.1| ||Full-time|2 hours ago| Full Job Description Company Description null Job Description Are you passionate about delivering value through process improvements and innovative tooling solutions? Do you enjoy improving systems, creating efficiencies, and designing solutions that let people focus on interesting work? Do you have a strong background in Salesforce Administration and want to grow your skill set? Who We Are The teams in Twitter’s Trust & Safety (T&S) department are on the front lines of safety, speech, and policy issues that affect the Internet. We work to ensure user trust, protect user rights, and mitigate legal risk through policy definition, Terms of Service enforcement, and safety advocacy. We innovate, experiment, and move at a fast pace. We’re a learning organization with a growth mentality, and we’re always looking for ways to improve our policies and ourselves. What You'll Do As a Vendor Tools Administrator, you are primarily responsible for optimizing the functionality of vendor provided tools and platforms that are used by Trust & Safety. You will drive strategy for Twitter’s Salesforce Service Cloud implementation in partnership with IT, Product, Engineering, Operations, and additional partners. As a Service Cloud specialist, you will identify issues, gather and clarify business requirements, provide recommendations, perform configuration for system improvements, conduct user acceptance testing, and maintain system configuration documentation. You’ll also lead day-to-day operations of Service Cloud administration as well as various other third party applications. In this role, you’ll act as a liaison between technical and business groups and represent our needs in a variety of focus areas. You will: Partner closely with business-owner team and technical team to understand business problems, identify requirements, design and deploy Service Cloud solutions. Work with IT organizations and other partners to document and maintain a prioritized list of requirements/user stories. Identify and recommend areas within Trust & Safety’s processes that can be improved via systems enhancements and automation. Configure Service Cloud and own day-to-day administration to meet business needs. Configure third party solutions, such as Knowledge and Quality Management Systems, to meet day-to-day operational needs. You will report to Trust & Safety’s Manager of Process & Tools. This is a full-time, remote position based in the United States with preference for Pacific Time working hours. You may have access to a local office if desired. Note: Potential exposure to sensitive or graphic content, including but not limited to vulgar language, violent threats, pornography, and other graphic images. Qualifications Who You Are You have a strong background in Salesforce Service Cloud administration and are excited to expand to other vendor tools. You are a strategic problem solver and valued collaborator; you can design and execute on a vision while working cross-functionally. You facilitate critical conversations with ease; you are comfortable working with and balancing the (at times) competing priorities of multiple teams operating in different countries. You enjoy finding elegant solutions to tricky problems. You have a knack for handling multiple sophisticated tasks and projects efficiently. You have an entrepreneurial mindset, and are flexible, self-starting, self-motivated, and hard-working. You actively recognize needs, resolve problems, anticipate issues, and develop solutions. You build and cultivate healthy relationships with partners and keep partners informed and engaged. You customize your communication style based on your audience, and easily switch between verbal and written communication as needed. Experience in similar roles in Technology or Internet companies preferred. Requirements 4+ years experience in Salesforce Service Cloud administration. 3+ years experience in program management, product management, or solutions design. At least one Salesforce certification, with Service Cloud and Advanced Administrator strongly preferred. Understanding of the architecture and design of web-based systems and solutions. Experience managing permissions and security solutions for sensitive tools and systems, a plus. Demonstrated familiarity with and respect for the norms of different cultures, a plus. Additional Information We are committed to an inclusive and diverse Twitter. Twitter is an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status. San Francisco applicants: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.