Senior Salesforce & PSA Applications Lead

Innovation Associates, Inc.; United States; On-site; USD 88,000 - 118,000; Full time

Benefits offered by this job

Work-Life Balance

Comprehensive Benefits

Career Growth

Culture of Ownership

Impactful Work

Collaborative Environment

Job summary

Innovation Associates, Inc. is seeking a Sr. Applications Administrator to own Salesforce CRM and Kantata SX PSA environments. You will translate business goals into scalable, governed solutions that improve how we serve customers in pharmacy automation.

The role demands senior hands-on expertise, strong governance, and the ability to lead offshore partners, manage releases, and champion AI-assisted methods while ensuring regulatory compliance and data quality.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• 5+ years of hands-on applications administration experience with enterprise platforms.
• Proficiency in Salesforce administration and optimization.
• Experience with Kantata SX PSA administration.
• Familiarity with AI tools (Claude) applied to development and testing.
• Experience managing offshore consultants or third-party delivery partners.
• Strong leadership and communication skills.

Responsibilities

• Drive continuous improvement of Salesforce CRM as the primary platform, with secondary support for Kantata SX, identifying friction, performance gaps, and automation opportunities, then designing and delivering enhancements that scale.
• Own platform configuration, data models, automation, integrations, and the overall solution architecture for the applications in scope.
• Tune system performance and proactively monitor health, capacity, and reliability against defined service expectations.
• Establish and enforce governance over system performance, configuration, and change.
• Maintain a disciplined sandbox, release, and version control practice, with documented approvals, segregation of duties, and auditable history.
• Manage user access, roles, profiles, and permissions under a least privilege model, with periodic access reviews.
• Follow a rigorous end-to-end development lifecycle: requirements intake, design, build, test, UAT, deployment, and post-release validation.
• Produce and maintain technical documentation, design specifications, test plans, and runbooks aligned to corporate IS change and release management standards.
• Apply structured change and release management to every production change.
• Direct and quality-check the work of offshore consultants and vendor partners, setting clear scope, acceptance criteria, and delivery standards.
• Manage day-to-day execution, code and configuration review, and knowledge transfer to keep ownership and institutional knowledge in house.
• Hold partners accountable to timelines, quality, and defined scope.
• Partner with executive and functional stakeholders to understand the business vision, then translate it into simple, scalable, and maintainable solutions.
• Communicate tradeoffs, risks, and recommendations clearly to both technical and non-technical audiences.
• Lead requirements discovery and present options with a clear recommended path.
• Lead the SteerCo for CRM and PSA, owning the agenda, framing decisions, and driving alignment on priorities and roadmap.
• Stay ahead of the platform roadmap, evaluate new functionality and emerging technologies, and present assessed recommendations to stakeholders.
• Run controlled pilots and proofs of concept to validate value before adoption.
• Bring a progressive, curious mindset and raise the technical bar for the team.
• Serve as a strong advocate and active driver of AI assisted methods across development, testing, and optimization.
• Use AI tools, specifically Claude, to accelerate solution design, generate and review configuration and code, build and execute test cases, document systems, and analyze performance.
• Champion responsible, governed AI use and help mature AI adoption practices across the EDBS function.
• Ensure systems and processes adhere to applicable regulatory requirements and internal control frameworks, including CMMC, HIPAA, SOX, and SOC 2 relevant controls where applicable.
• Partner with IT Security and identity governance on data protection, access certification, and audit readiness.
• Maintain evidence and documentation sufficient to satisfy internal and external audit.
• Tie all work to broader business objectives, understanding how the CRM and PSA both support a 360-degree view of the customer.
• Prioritize the backlog by business value and connect enhancements to measurable outcomes.
• Operate to defined operational excellence standards, including KPI performance and continuous improvement.
• Define, monitor, and report on system and service KPIs, and act on the trends they reveal.
• Drive root cause analysis and permanent fixes over recurring workarounds.
• Keep the user experience and our customers at the center of every decision.
• Gather user feedback, measure adoption, and design for clarity, usability, and trust in the data.

Skills

Salesforce administration

AI tools (Claude)

Regulatory compliance

Leadership

Communication

Offshore management

Education

Bachelor's degree in Computer Science or related field

Tools

Kantata SX PSA

Job description

Innovation Associates, Inc. is seeking a Sr. Applications Administrator to own Salesforce CRM and Kantata SX PSA environments. You will translate business goals into scalable, governed solutions that improve how we serve customers in pharmacy automation.

The role demands senior hands-on expertise, strong governance, and the ability to lead offshore partners, manage releases, and champion AI-assisted methods while ensuring regulatory compliance and data quality.