Frontline Education
Business Systems Analyst 2: Salesforce / Service Cloud Administrator
Gainsight
SaaS
Salesforce
Edtech.com's Summary
Frontline Education is hiring a Business Systems Analyst 2: Salesforce / Service Cloud Administrator. The role involves administering and supporting Salesforce Service Cloud to optimize support operations, collaborating with multiple departments to improve workflows, and resolving platform issues to enhance customer and internal team experiences.
Highlights
- Administer Salesforce Service Cloud with a focus on case management, automation, and support operations.
- Troubleshoot configuration issues, automation defects, and data integrity within Salesforce.
- Partner with stakeholders across Support, Customer Success, Revenue Operations, Finance, and Enterprise Applications.
- Support platform releases, testing, documentation, and change management tasks.
- Must have Salesforce Administrator certification or equivalent hands-on experience.
- Requires strong knowledge of Salesforce objects, flows, validation rules, reports, and user management.
- Experience with AWS Connect or similar contact center technologies is preferred.
- Competitive compensation with comprehensive health, wellness, and financial benefits including 401(k) and employee stock purchase.
- Opportunities for continuous learning, tuition reimbursement, and AI skill development.
- Experience working in SaaS environments and collaborating across multiple business functions.
Business Systems Analyst 2: Salesforce / Service Cloud Administrator Full Description
Business Systems Analyst 2: Salesforce / Service Cloud Administrator
Location: United States
Description
Business Systems Analyst 2: Salesforce / Service Cloud Administrator
Location: Hybrid to Wayne, PA or Naperville, IL (remote considered)
How You’ll Contribute to Our Mission
At Frontline Education, our mission is to transform how schools work so every educator and student succeeds. Our vision is simple but powerful: every school thriving, every community stronger.
We’re looking for a Business Systems Analyst 2 with deep Salesforce and Service Cloud administration experience to help power the systems and workflows that support our customers and internal teams every day. In this role, you’ll help create scalable, thoughtful support experiences that improve efficiency, strengthen collaboration, and enable teams to focus on delivering exceptional outcomes for educators and school communities.
You’ll work closely with stakeholders across Support, Customer Success, Revenue Operations, Finance, and Enterprise Applications to optimize processes, solve operational challenges, and continuously improve how we use Salesforce to serve our customers. This role blends platform administration, problem-solving, user enablement, and operational ownership in a fast-moving SaaS environment.
How You’ll Drive Success
- Administer and support Salesforce with a strong focus on Service Cloud capabilities and support operations.
- Configure and maintain case management workflows, queues, assignment rules, escalation paths, entitlements, and related automation.
- Troubleshoot user issues, configuration challenges, automation defects, and data integrity concerns across the Salesforce platform.
- Partner with business stakeholders to understand operational pain points and translate needs into scalable, sustainable platform solutions.
- Support platform releases, testing coordination, documentation, and change management activities.
- Improve operational consistency by documenting configurations, workflows, recurring processes, and support procedures.
- Assist with backlog grooming, ticket triage, prioritization, and day-to-day support operations.
- Help identify opportunities to simplify workflows and improve user experiences through thoughtful use of automation and technology.
- Contribute to a collaborative, knowledge-sharing culture that reduces single-threaded ownership risks and strengthens team resiliency.
- Approach platform decisions with a customer-centered mindset, balancing business efficiency with long-term usability and supportability.
What You Bring to Help Us Grow
- Salesforce Administrator certification or equivalent hands-on Salesforce administration experience.
- Strong experience supporting Salesforce in a production environment, including Service Cloud administration.
- Working knowledge of Salesforce objects, permissions, profiles, validation rules, flows, reports, dashboards, and user management.
- Experience troubleshooting declarative automation, configuration issues, and user support challenges.
- Familiarity with AWS Connect or related contact center technologies.
- Strong communication and stakeholder partnership skills with the ability to translate technical concepts into clear business outcomes.
- Experience collaborating across multiple business functions in a SaaS or enterprise software environment.
- Ability to prioritize effectively and manage multiple support and project requests simultaneously.
- Curiosity and willingness to continuously learn new tools, processes, and technologies that improve operational effectiveness.
What You’ll Need to Thrive
- A proactive, ownership-oriented mindset that drives issues through resolution and continuously looks for ways to improve processes.
- Strong collaboration skills and the ability to work effectively across technical and non-technical teams.
- Comfort operating in evolving environments where priorities, tools, and business needs may shift over time.
- A thoughtful approach to technology that balances automation, usability, and human-centered support experiences.
- Strong organizational and documentation habits that help create clarity, consistency, and scalable operations.
- Experience working with customer support or customer success platforms such as Zendesk, Gainsight, or similar tools is a plus.
- Exposure to CPQ, Revenue Cloud, integrations, or related Salesforce ecosystem tools is helpful but not required.
- An interest in leveraging AI-enabled tools and modern technologies to improve workflows, support experiences, and operational efficiency.
Nice to Have
- Experience supporting or integrating Salesforce with Amazon Connect or other cloud-based contact center solutions" would be helpful for either role.
Our Mission, Our People, Our Purpose
At Frontline Education, we’re reimagining what’s possible by becoming an AI-first organization, transforming how we think, work, and serve the educators who shape our schools every day. By using AI in thoughtful, practical ways, we’re creating tools that help educators save time, gain insights, and focus more on what matters most — their students.
As part of our team, you’ll be expected and empowered to build and apply AI skillsets that grow with you, because at Frontline Education, technology amplifies what matters most: the human drive to learn, improve, and make a difference.
How We Support Growth, Balance, and Well-Being
• Personalized Time Off: Take time when it’s needed most — whether that’s a family vacation, a reset day, or simply time to rest and refocus.
• Paid Sick Time: Separate, dedicated sick leave to care for yourself or loved ones.
• Volunteer Time Off: Paid time to give back and support causes that matter to you.
• Ten Paid Holidays: Enjoy meaningful moments and traditions throughout the year.
• Our Philosophy: We believe time away from work helps you bring your best self to it.
Continuous Learning and Growth
• World-Class Learning Access: Explore thousands of on-demand courses through platforms like LinkedIn Learning.
• Leadership & Technical Skill Building: Develop new capabilities and chart your own professional path.
• AI Empowerment: Use OpenAI tools to build fluency with emerging technology and harness AI as a creative partner for innovation and problem-solving.
• Tuition Reimbursement: Invest in formal education to advance your skills and career.
• Ongoing Learning Culture: Participate in company-led webinars on AI, inclusion, and industry trends—designed to inspire curiosity and continuous improvement.
Health, Happiness, and Purpose
• Wellness Initiatives: Company-sponsored programs that support physical, mental, and emotional well-being.
• Employee Assistance Program (EAP): Confidential support for you and your family’s needs.
• Comprehensive Benefits: Health and financial benefits that support your happiness and future.
• A Culture That Cares: At Frontline Education, we want every team member to learn, grow, and thrive—personally, professionally, and purposefully.
Compensation & Benefits
Competitive compensation package based on experience, skills, and internal equity.
Comprehensive health, financial, and wellness benefits including medical, dental, vision, 401(k), employee stock purchase opportunities, and flexible paid time off.
Opportunities for continuous learning, tuition reimbursement, and career growth within a collaborative, mission-driven organization.
Inclusion, Belonging & Equal Opportunity
Frontline Education is an equal opportunity/affirmative action employer. We aspire to have an inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our team.
Our Privacy Policy: Your privacy is important to us. Click here to read our general Privacy Statement and click here to read our Applicant Privacy Statement.
Interview Process & Data Privacy
As part of our interview process, Frontline uses video conferencing tools that include photo capture and may include automated transcription features. A screenshot or photo will be taken at the start of the interview for internal identification and record-keeping purposes only, and transcription may be used to support notetaking and evaluation consistency. These materials are used solely by our recruiting and hiring teams, stored securely, and not shared outside the hiring process. Candidates may opt out of the transcription at any time by notifying their recruiter in advance. Frontline processes this information in accordance with applicable data privacy laws and only for legitimate business purposes related to recruitment and hiring.
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