Principal System Administrator ( Salesforce Service Cloud)

Modeln
Hyderabad India, IN
On-site

Who this role is best for

Aimed at senior Salesforce administrators who specialize in designing systems for complex, non-linear workflows in technical support environments.

Best fit for

  • Experienced Salesforce administrators who prioritize system design over ticketing efficiency.
    — “Unlike traditional admin roles focused on ticketing efficiency”
  • Professionals adept at collaborating with cross-functional teams including IT and Engineering.
    — “partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering”

Things to consider

  • The role demands ownership of Salesforce Service Cloud for a technical support organization.
    — “primary owner of Salesforce Service Cloud for Support”
  • Expect to design systems that accommodate nuanced, non-linear workflows.
    — “designing systems that support nuanced, non-linear workflows”

How to stand out

  • Showcase experience in designing systems for complex technical issue resolution.
    — “accurately reflects how complex technical issues are diagnosed and resolved”
  • Demonstrate controlled and thoughtful implementation of AI in previous roles.
    — “implementing AI-enabled capabilities in a thoughtful, controlled way”
Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · TeamLevel · Principal

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

  • Accurate system reflection of complex technical issues
  • Implementation of AI-enabled capabilities
Typical background
Experience in system administrationUnderstanding of complex workflows

Skills & requirements

Required

Salesforce Service CloudSystem AdministrationWorkflow DesignCollaboration With Cross-functional TeamsAI Integration

Preferred

Salesforce Sales AdminComplex Technical Issue Resolution

Stack & domain

Salesforce Service CloudAi-enabled CapabilitiesSupport OrganizationTechnical Issues

About the role

Original posting from Modeln via Lever

We are seeking a Principal System Administrator to own and evolve the systems that power a complex, engineer-led support organization. 

This role is the primary owner of Salesforce Service Cloud for Support, responsible for ensuring the system accurately reflects how complex technical issues are diagnosed and resolved—not forcing workflows that oversimplify the work. 

Unlike traditional admin roles focused on ticketing efficiency, this role emphasizes designing systems that support nuanced, non-linear workflows, while maintaining clarity, usability, and data integrity. 

This role will partner closely with Support Operations, IT (Salesforce Sales admins), Product, and Engineering, and will play a key role in implementing AI-enabled capabilities in a thoughtful, controlled way. 

This role reports to the Customer Operations leader.

Source: Modeln careers (Lever)

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