(Remote) Customer Relationship Management (CRM) Administrator - Information Technology Services

Description

The department of Information Technology Services at West Virginia University is currently accepting applications for a Customer Relationship Management Administrator.

About the Opportunity

This Customer Relationship Management (CRM) Administrator position is a hands-on technical position. We are looking for an experienced CRM administrator with the CRM platform - Salesforce. This position will report to Director of CRM operations.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 37.5-hour work week.
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year or more based on years of service (employee leave)
• 18 sick days per year (for when you're ill, for when you need time to care for sick family, for your own, or your family's, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• WVU offers a range of health insurance and other benefits.
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information? Check out retirement health insurance benefits, retirement income, and FAQ's.
• Wellness programs

What You'll Do

• Develop solutions on CRM platform - Salesforce (Sales, Service, Experience, Education and Marketing Cloud) including modules such Form Assembly, Conga Composer, DemandTools, Rollup Helper, and Telemarketing. Facilitate and develop integrations with ETL tools like Informatica Cloud and Axiom.
• Load software from the Salesforce AppExchange/Managed packages.
• Ensure system backups are maintained according to the university's backup policies.
• Create profiles, roles, permissions, groups, sharing rules, field and organization level security settings, data mapping, data recovery, object modeling and page layout design.
• Responsible for providing application administration, analysis, Tier 2 support and resolution for CRM day-to-day operations and projects. This includes code migration, change control, application security, performance and availability.
• Performs testing, verification and validation for internal custom code and vendor software releases, patches, and add-ons.
• Follow security standards and protocols to complete regular internal system audits by collaborating with team.
• Create, manage and publish reports and dashboards for customers as well as internal use.
• Perform data management tasks, including data conversion, data migration, deduplication, and identification and repair of data quality issues.
• Participate in change and release management process.
• Collaborates with the CRM operations team to proactively identify and recommend operational improvements, enhancements and system customizations that meet business needs and ensure solutions that are usable, scalable, easy to maintain.
• As needed, work with security group, developers, database and systems administrators to ensure system availability along with performing regular testing of business continuity plans.
• Provide 24x7 service by being on call in rotation with other staff to ensure continuous availability of the production systems.
• Possess ability to interpret and monitor application logs in order to identify potential issues and then work with appropriate IT units and vendors to mitigate any issues by creating support cases.
• May be asked by Senior Management to provide reports, technical expertise and training.
• Keeping abreast of new Sales force features and functionality and providing recommendations for process improvement.
• Collaborate with various university departments and campuses to increase efficiency and ensure daily operational tasks are completed in a timely manner. Provide documentation for the tasks either individually or in collaboration with training group.
• Create or update technical and functional documentation including but not limited to system configuration, infrastructure, and integration specifications.
• Performs other necessary and appropriate duties as directed by Senior Management.

Qualifications

• Bachelor's degree.
• A minimum of four (4) years of combined experience in the following:
  • Application Administration with Customer Relationship Management - Salesforce.
  • Experience with complex software systems and application administration.
  • Experience with integrations such as ETL (Extract, Transform and Load) tool, SIS system.
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills, & Abilities

• Ability to clearly communicate highly technical concepts to both technical experts and non-technical users and management.
• Strong oral & written communication, customer relationship and interpersonal skills.
• Demonstrated proficiency in problem solving, the ability to self-direct and prioritize tasks.
• Strong analytical skills to be able to research, analyze, detect and technically correct developed processes.
• Customer focus, team oriented, ability to adapt and respond to change, adhering to principles and values.
• Creative and Innovative, results driven.
• Excellent time management and organizational skills.
• Comfortable in a fast-paced and constantly evolving environment.
• Knowledge of Customer Relationship Management - Salesforce which includes Sales, Service, Experience, Education and Marketing Clouds.
• Ability to translate university organizational needs into functional user interface on Salesforce platform and create necessary solutions as needs evolve.
• Knowledge of Informatica, Axiom, Form Assembly, Conga Composer, Demand tools, and Telemarketing
• Experience with integrations such as ETL (Extract, Transform and Load) tool, SIS system.
• Strong understanding of the platform with the ability to build custom apps and objects, formula fields, workflows, custom views.
• Know ledge of profiles, roles, permissions, groups, sharing rules and field and organization level security settings, data mapping, data recovery, data management, object modeling, page layout design.
• Experience in applying Salesforce best practices through all phases: initial design, system maintenance, security, data integrity, duplicates, backups, etc.
• Ability to quickly and logically analyze situations, identify cause, and provide valid solutions in stressful or down-time situations.
• Demonstrated ability to prepare technical documentation and justify approach used, resolve complex issues, explain and/or train staff on technical features of an application or process, and the ability to express technical information to non-technical users as well as gather information from them relating to system needs and issues.

Preferred Qualifications:

• A degree in Computer science, computer engineering or Management Information Systems or related.