Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Work with business unit customers, Business Analysts and Salesforce Architects to design and configure complex business processes, develop reporting and analytics and manage partner and customer communities within the Salesforce CRM platform. Serve as technical expert on development projects. Support, maintain, and document software functionality. Participate in full development life cycle including requirements analysis and design. Write technical specifications based on conceptual design and stated business requirements. Should be comfortable with change management and governance. Identify and evaluate new technologies for implementation. 

Responsibilities Manage all aspects of user and license administration, including new user setup, deactivation, roles, profiles, permissions, and public groups. Handle helpdesk tickets and escalations, troubleshooting system issues to ensure seamless operations. Collaborate with Salesforce Administrators, Business Analysts, and Architects to gather and translate user and stakeholder requirements into scalable, best-practice solutions with a focus on exceptional user experience. Design and implement scalable solutions while proactively maintaining system health, including security reviews, release updates, health checks, and optimizations. Develop and maintain dashboards and reports to track business KPIs and support data-driven decision-making. Analyze system configurations and workflows to identify errors and implement necessary revisions. Administer and develop Salesforce Sales Cloud and Service Cloud for multiple business units, optimizing system performance. Ensure seamless data integration between Salesforce and ERP systems (SAP) as well as CCaaS platforms (e.g., Five9). Support and manage Salesforce CPQ implementations to streamline quoting and pricing processes. Utilize change sets and DevOps tools to manage controlled and efficient deployment processes. Apply Agile methodologies, breaking down requirements into user stories using the SMART framework for effective project execution. Qualifications 5+ years of experience in Salesforce Sales and Service Cloud administration and development, including CPQ Bachelor’s Degree in Information Technology Management or related technical field. Experience integrating Salesforce with external systems such as SAP and CCaaS platforms (e.g., Five9). Salesforce Administrator Certification (required). Proven experience building and troubleshooting complex Flows and Apex Code.. Proficiency in Salesforce deployment processes, including change sets. Proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.). Strong analytical, problem-solving, and critical thinking skills with a focus on root cause analysis. Ability to learn quickly and apply new skills effectively in a support or development role. Excellent communication and collaboration skills to engage with developers, analysts, and end users. Leadership skills to guide teams and drive initiatives, collaborate and communicate to engage with developers, analysts and end users. Working knowledge of payment processing. Strong presentation, training, and mentoring abilities. Experience working in Agile methodology within a fast-paced, dynamic environment. We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

 

ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

 

 

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.