The Senior Salesforce Business Systems Analyst & Administrator supports and evolves APA’s Salesforce ecosystem by combining hands-on administration with business analysis, workflow automation, and cross-functional partnership. This role works closely with stakeholders to understand business objectives, evaluate processes, and deliver scalable solutions aligned with enterprise priorities, governance standards, and APA’s data strategy, including the use of Salesforce Data 360 to unify and activate organizational data.

In addition to day-to-day administration and user support, this position improves business processes, optimizes system usage, and enhances data quality. Responsibilities include requirements gathering, process analysis, solution design, documentation, and change management, with a focus on scalable, well-governed solutions. The role requires the ability to facilitate discussions, identify root causes, and challenge requests that do not align with best practices, governance standards, or organizational priorities.

This role also designs and implements automated workflows and AI-powered capabilities within Salesforce, including Agentforce agents and intelligent automation. The position identifies opportunities to streamline operations, reduce manual work, and improve user and customer experiences through automation, AI, and connected data insights.

The ideal candidate is curious, analytical, and proactive, with the ability to influence across departments without direct authority. They are comfortable using modern tools, including AI-enabled technologies, Agentforce, and Data360 to improve efficiency, strengthen documentation, and solve complex problems responsibly and securely.

 DUTIES & RESPONSIBILITIES

Salesforce Administration, Solution Design & Delivery

• Perform day-to-day Salesforce administration, including user setup, permissions, roles, profiles, reports, dashboards, and system configuration.
• Serve as a steward of the Salesforce platform, ensuring configurations, data structures, automation, and security (including Salesforce Shield) align with governance standards and long-term sustainability.
• Provide user support, troubleshoot issues, and maintain system performance, escalating issues as needed.
• Evaluate enhancement requests and translate business needs into scalable Salesforce solutions aligned with platform capabilities and enterprise priorities.
• Serve as a business analyst and, when appropriate, project lead for Salesforce initiatives, including discovery, requirements definition, solution design, and stakeholder alignment.
• Lead user acceptance testing (UAT), including test planning, script development, coordination, and stakeholder sign-off.
• Support system releases, updates, and ongoing maintenance.

Business Process Optimization, Automation & AI Enablement

• Analyze business processes and identify opportunities to improve efficiency, scalability, and user experience.
• Design, build, and maintain automated workflows using Salesforce Flow and other native tools, following best practices and ensuring long-term maintainability.
• Leverage AI-enabled capabilities, including Agentforce agents, to streamline operations and enhance service delivery.
• Design AI-driven workflows, prompts, and actions that interact with Salesforce data and processes.
• Identify and implement automation and AI use cases while adhering to governance, privacy, and security standards.
• Monitor and optimize workflows to ensure performance, reliability, and usability.

Data Management, Governance & Collaboration

• Support data management practices, including data quality, consistency, and governance across Salesforce and integrated systems.
• Contribute to the use of Salesforce Data Cloud (Data 360) for data integration, unification, segmentation, and reporting.
• Partner with stakeholders to define requirements and ensure systems support reporting, analytics, and business needs.
• Collaborate with technical teams and vendors to support integrations, data flows, and system enhancements.
• Maintain clear documentation, including process flows, requirements, and user guidance.

Training & Documentation

• Provide user support and manage incoming requests across Salesforce user groups.
• Develop and maintain documentation, including process flows, user guides, and FAQs.
• Design and deliver training tailored to stakeholder needs, supporting adoption of Salesforce features, automation, and AI capabilities.
• Promote standardized processes, data integrity, and governance best practices.
• Identify knowledge gaps and proactively develop resources to improve adoption and effectiveness.

Additional Responsibilities

• Stay current with Salesforce updates, emerging technologies, AI capabilities, and industry best practices.
• Identify opportunities for system and process improvement.
• Manage stakeholder expectations and recommend alternative solutions when requests fall outside scope or best practices.
• Use AI and modern tools responsibly to enhance productivity, documentation, and solution design.
• Perform other duties as assigned.

COMPETENCIES

The Senior Salesforce Business Systems Analyst & Administrator’s performance on these duties and responsibilities will be measured using the following competencies:

SCOPE & IMPACT

• Responsible for the daily activities of all aspects of
• Requires thorough knowledge of website development and software development lifecycle
• Success is frequently measured by metrics associated with completing a functional set of department or program projects or initiatives and demonstrating defined organizational work environment behavior

COMPLEXITY, PROBLEM SOLVING & DECISION-MAKING

• The selection and interpretation of guidelines involves choosing from alternatives where all are correct but one is better than another depending on the given circumstances
• Identifies novel and complex problems and issues.  Designs and implements solutions with management approval. Designs are likely to include alternatives
• Recognizes complex problems and escalates them to the appropriate level
• Troubleshoots complex, high level technical issues across vendors

RELATIONSHIP MANAGEMENT & AUTHORITY

• Relationships span levels internally and externally and center on partnering with clients/customers and organizational partners
• Uses diplomatic skills to obtain trust and cooperation in order to resolve issues and/or non-routine matters, manage projects, or achieve appropriate solutions
• Likely to represent the organization as a liaison to APA governance and other external coalitions and audiences with feedback provided to management.

ORGANIZATIONAL KNOWLEDGE

• Demonstrates an in depth knowledge of Information Technology’s processes, relationships, and responsibilities as well as the interactions within the organization

SUPERVISION

• No direct supervision at this time (could have formal management of 1-2 employees)
• Coaches and mentors junior level staff

REQUIRED SKILLS, EXPERIENCE, AND QUALIFICATIONS

• Bachelor’s degree in a related field or equivalent experience.
• Salesforce Administrator certification required.
• 5+ years of experience with Salesforce or comparable CRM platforms in an administrative, business analysis, or systems role.
• Strong experience with Salesforce configuration, including users, permissions, reporting, and automation tools.
• Demonstrated experience gathering and translating business requirements into scalable system solutions.
• Experience balancing user needs with data governance, system scalability, and long-term platform health.
• Experience facilitating cross-functional discussions and working with stakeholders at multiple organizational levels.
• Demonstrated ability to manage small to mid-sized initiatives and balance multiple priorities.
• Strong documentation skills, including process flows, requirements documentation, and user guides.
• Strong problem-solving, organizational, and communication skills.
• Ability to work collaboratively and manage competing priorities.

PREFERRED SKILLS AND EXPERIENCE

• Additional Salesforce certifications (e.g., Salesforce Business Analyst, Data Cloud Consultant, Service Cloud Consultant, or similar).
• Experience with Salesforce Data Cloud (Data 360), including data integration, segmentation, or identity resolution concepts.
• Experience with AI-enabled Salesforce capabilities (e.g., Agentforce, Einstein) or similar tools, including automation or prompt-driven workflows.
• Experience working with enterprise Salesforce managed packages for associations (e.g., Fonteva or similar).
• Experience using AI-powered tools to support research, documentation, or process analysis while maintaining data security standards.
• Familiarity with data integration concepts, APIs, or connected systems.
• Interest in continuing to develop technical expertise and grow within a Salesforce/IT career path.

EOE, Including Disability/Vets

Position is remote-MUST reside in DC, MD or VA!

About American Psychiatric Association

American Psychiatric Association (APA) is the world's largest psychiatric organization, with over 38,500 U.S. and international member physicians and 240 employees. Its vision is a society that has available, accessible quality psychiatric diagnosis and treatment. APA has excellent benefits, including medical, dental, 401k, flexible spending accounts, and tuition assistance. The APA is located in Washington, D.C. within walking distance of the L'Enfant Plaza Metro stop.

Connections working at American Psychiatric Association