DSHS FTAA Senior Salesforce Administrator

Full Job Description

IT System Administration - Senior/Specialist

The Department of Social and Health Services (DSHS) has an exciting opportunity to join our team as a Senior IT Systems Administrator to provide a high level of system administration of Salesforce cloud applications and support related applications.

The Senior Salesforce Administrator serves as the lead administrator for the WA Cares Salesforce Solution which functions as the Contact Center Customer Relationship Management (CRM) and online account system for managing WA Cares Benefits for internal staff and external account holders.

This is a lead-level role responsible for the stability, performance, and continuous improvement of the WA Cares Salesforce platform and its integrated apps including Salesforce Service Cloud Voice with Amazon Connect, DocuSign and Experience Cloud (LWR).

The Senior Salesforce Administrator partners closely with the Salesforce Architect, system administrators, developers, and vendors to implement the overall strategy for the platform operations, configuration, development, integration, testing, and enhancement of WA Cares application solutions.

This position requires strong technical expertise along with critical thinking and collaboration skills.

The Senior Salesforce Administrator works closely with technical leaders, business leaders, and subject matter experts across agencies to understand needs, design solutions, build enhancements, and resolve system issues using established change and release processes.

Success in this role requires hands-on Salesforce expertise, the ability to analyze business processes, ask thoughtful questions, and communicate clearly with a wide range of stakeholders.

We offer flexible schedules and telework options. Applicants must be located in or willing to relocate to Washington State.

Some of what you'll do

• Serve as lead Salesforce System Administrator for a complex, highly integrated environment supporting 200–500 internal users, including contact center staff, and external partners.
• Coordinate and manage Salesforce seasonal releases, including testing and deployment for Service Cloud Voice, OmniStudio, and other integrated applications.
• Perform core system administration functions, including configuration, updates, troubleshooting, and maintenance for Salesforce and integrated systems such as Amazon Connect and DocuSign.
• Conduct system audits and security reviews, managing permissions, access controls, error monitoring, and performance improvements.
• Provide Tier 2–3 technical support and assist with incident triage, root cause analysis, and resolution for system issues.
• Collaborate with developers, vendors, and data teams to support integrations, monitor data feeds, and coordinate issue resolution.
• Support change management and system improvements by documenting requirements, developing user stories and process flows, and mentoring junior staff on best practices.

Skills Required

• Strong understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, Flows, and other configurations of intermediate complexity in a governed, enterprise environment.
• Creative and analytical thinker with strong problem solving skills
• Must demonstrate ability to communicate effectively at all levels of the organization, with both business and technical teams including cross-agency stakeholders and vendors.
• A demonstrated ability to articulate and refine complex requirements
• Proven ability to design and implement new requirements and processes gathered from multiple sources, reconcile conflicts, and facilitate user adoption through training, enablement, and change communications.
• Strong understanding of Salesforce best practices, and data management abilities including data governance, quality controls, and privacy-aware design.

Who should apply
IT professionals with a bachelor’s degree or equivalent in Information Technology, Computer Science, Engineering, or related field and 7 years of enterprise Salesforce Administrator or information technology experience such as consulting, analyzing, designing, programming and/or maintaining Salesforce applications or directing projects.

*Additional years of relevant experience may substitute for the degree.

Questions? Please email grant.grady@dshs.wa.gov and reference 02236. To learn more about DSHS, go to www.dshs.wa.gov.

The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work.

It is crucial to our agency’s vision that you bring fairness, access, and social justice commitment to your work with DSHS.

We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Additional Information

Prior to a new hire, a background check including criminal record history may be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protect­ed veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at (360) 725-5810. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.



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