Salesforce Platform Specialist

#li-hybrid

As a Salesforce Platform Specialist, you will own the day‑to‑day health, evolution, and adoption of our global Salesforce estate, spanning core CRM, Agentforce / Service Cloud, and Salesforce AI capabilities.

You will work with the Product Leader, Managers, Owners and cross‑functional stakeholders to translate business goals into well‑governed, scalable platform solutions that drive seller and service‑agent productivity, customer satisfaction, and compliance. This role blends configuration, automation, platform governance, and enablement with a pragmatic understanding of commercial outcomes.

Core Responsibilities

1) Core Platform Ownership & Governance

• Own platform standards (naming conventions, metadata strategy, field hygiene, deprecation, duplicate management) and drive continuous improvement across org(s).

• Manage environments and releases (sandboxes, UAT, change migration), coordinating with Product and Engineering for smooth deployments and minimal disruption.

• Administer users, Permission Sets/Groups, roles, and access policies; maintain org security posture and audit readiness.

2) Configuration, Automation & Data Quality

• Design and build scalable solutions using Flows (record‑triggered, screen, scheduled), Lightning App Builder, dynamic forms/actions, validation rules, formulas, and layouts.

• Create and evolve Reports & Dashboards to provide actionable insights for Sales, Service, and Leadership.

• Establish data quality controls (picklists, validations, required fields, duplicate rules) and steward remediation plans.

3) Agentforce / Service Cloud (Service Excellence)

• Configure and optimise Agentforce Console workspaces for efficiency (tabs, utility items, keyboard shortcuts, macros, Quick Text).

• Implement best‑practice Case Management: Omni‑Channel routing, assignment/escalation rules, SLAs/Entitlements, queues, email‑to‑case, and Knowledge integration.

• Enable Digital Engagement channels (chat/messaging)

• Partner with Service leadership to track and improve KPIs (first contact resolution, handle time, backlog, CSAT) via dashboards.

4) Salesforce AI (Einstein & Agentforce AI)

• Configure and govern AI‑assisted service productivity features (e.g., case summaries, recommended replies, auto‑classification/triage) with appropriate guardrails.

• Collaborate with Product/Data to identify AI use cases, define acceptance criteria, monitor quality, and drive ethical, secure AI adoption.

• Measure AI impact (time saved, accuracy, adoption), iterate configurations, and champion best practices with end‑users.

5) Integrations & Data Exchange

• Work with integration teams to design robust data flows via Salesforce APIs Platform Events, External Services, and connected apps.

• Support troubleshooting across integrated systems (e.g., marketing automation, data platforms, ticketing) and ensure data integrity across domains.

• Contribute to integration documentation, error handling standards, and monitoring routines.

7) Security, Compliance & Risk

• Leverage platform audit capabilities (Login History, Setup Audit Trail) and contribute to incident response/root‑cause analysis.

• (Nice to have) Familiarity with Salesforce Shield (Event Monitoring, Field Audit Trail, Platform Encryption).

• Deliver demos, quick guides, and in‑app prompts; champion accessibility and UX simplicity across Lightning pages and screen flows.

• Run office hours, gather feedback, and translate pain points into a prioritised backlog with the Product Owner.

8) Adoption & Enablement

• Deliver demos, quick guides, and in‑app prompts; champion accessibility and UX simplicity across Lightning pages and screen flows.

• Run office hours, gather feedback, and translate pain points into a prioritised backlog with the Product Owner.

• 
  Proven experience in a platform‑level Salesforce role (e.g., Platform Specialist, Systems Analyst), supporting global commercial or service teams.

• Strong hands‑on expertise with Flows, Lightning configuration, and data modelling.

• Practical knowledge of Service Cloud / Agentforce configuration (Cases, Console, Omni‑Channel, Knowledge, SLAs).

• Demonstrated ability to translate complex business requirements into scalable configuration and clear user stories.

• Excellent stakeholder communication, prioritisation, and time management in a fast‑moving environment.

This role is Hybrid 1 per week

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion