Company SummaryJoin our Agency team! First American's Agency Division is dedicated to providing our policy-issuing agents with resources, services and underwriting guidance needed to achieve new levels of success. As a global leader in providing title insurance, settlement services and risk solutions for real estate transactions, First American (NYSE: FAF) is an ideal place to build your career. We have been entrusted with helping our customers achieve and protect their dream of homeownership since 1889. We believe that our people are the key to the company’s continued success, and we invest in diverse talents and backgrounds and empower our teams to achieve more than they could anywhere else. First American has created an award-winning culture and has been named to the Fortune 100 Best Companies to Work For® list for the fifth consecutive year and to more than 50 regional Best Places to Work lists. For more information, please visit www.careers.firstam.comJob Summary
Administers the Customer Relationship Management (CRM) application. Responsible for maintaining the CRM systems support and updating function. Monitors end-user usage of systems and performs daily administrative tasks.

Essential Functions

• Administer and support Salesforce.com, including but not limited to managing multiple user setup, profiles and roles; and customizing objects, fields, formulas, record types, page layouts and validations
• First point of contact for internal users, providing technical guidance and support
• Create and maintain documentation on processes, policies, configuration and user guides
• Develop and implement a new Service Cloud environment
• Complete User Administration
• Develop and create customized reports and dashboards for users at all levels of the organization
• Develop and maintain validation rules and custom work flow
• Perform intermediate QA testing for iterative development cycles across various Salesforce projects
• Perform intermediate user testing including developing test plans, creating user test cases, and scheduling testers
• Audit and maintain data quality
• Develop and test new functionality and customization or enhancements
• Keep up to date with new releases and improvements in Salesforce and AppExchange
  
  

Knowledge And Skills/Technology Used

• Intermediate proficiency with Salesforce’s declarative capabilities, including workflows/validation rules, data security features, and deployment of change sets
• Knowledge of Salesforce best practices related to release management and deploying changes from sandboxes to production
• Ability to work with individual business units to understand their processes and translate their needs into actionable salesforce requirements for configuration/development
• Strong verbal and written communication skills and the ability to interact with individuals at all levels of the organization
• Conceptual understanding of relational databases
• Experience working with Apex Data Loader
• Process-driven
• Able to prioritize independently
• Attention to detail
• Strong interpersonal skills
• Self-motivated; self-starter
• Ability to manage multiple tasks and respond quickly to emergent problems
• Proficient in Microsoft Word, Excel and PowerPoint
  

Typical Education

• Bachelor’s degree or equivalent combination of education and experience
  

Licenses or Certificates

• Salesforce admin required
  
  

Typical Range Of Experience

• 4-7 years of proven experience with Service Cloud and Salesforce administration, implementation and process improvement
• 4-7 years hands-on administrator experience with Salesforce, building applications using standard Salesforce customizations & automation features

First American invests in its employees' development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer. For more information about our Company and our dedication to putting People First, check out firstam.com/careers.