DOAS CRM Administrator

Base pay range: $55.00/hr - $55.00/hr

General Description:

We are seeking a customer relationship management (CRM) Administrator/Project Coordinator with Oracle Service Cloud experience and experience coordinating medium projects. In this dual role, you will manage and enhance our CRM system and coordinate various projects to ensure efficient planning and execution. You will play a key role in CRM development, integrations, and overall process improvement. Local Candidates Only.

• Configure and maintain CRM settings, user profiles, work spaces, workflows, message templates, surveys, campaigns, databases, and permissions.
• Assist in testing and verification for internal custom code and vendor software releases, patches, and add-ons.
• Collaborate with the Contact Center and Business Analysts team to proactively identify and recommend operational improvements, enhancements, and system customizations that meet business needs and ensure solutions that are usable, scalable, and easy to maintain.
• Assist the technical leads and work with technical and functional staff within the CRM team as well as developers, database, and systems administrators to ensure system availability along with performing regular testing of business continuity plans.
• Manage data integrity, including imports, migrations, integrations, and data cleanup.
• Provide application administration, troubleshooting, and support for information technology projects, applications, and systems. This includes code migration, change control, application security, performance, and availability.
• Develop and maintain Intelligent Advisor interviews within the Oracle Service Cloud suite.

• Coordinate project timelines, deliverables, and resources across multiple teams.
• Maintain project documentation, including Business Requirement Documents, test plans, test results, project plans, and meeting notes.
• Schedule project meetings to ensure timely updates and issue resolution.

• Strong proficiency with CRM administration, data management, reporting tools, campaigns, surveys, Intelligent Advisor.
• Strong proficiency with HTML, CSS, and JavaScript.
• Effective written and verbal communication skills.
• Strong interpersonal, analytical, and organizational skills.
• Familiarity with project management software (e.g., Jira, Trello, Confluence, Asana).
• Advanced knowledge in Microsoft Office using Microsoft Excel, Microsoft Word, and PowerPoint.

• 2-3 years of related experience in CRM administration (e.g., Oracle Service Cloud, Salesforce, Microsoft Dynamics, or similar).
• 1-2 years of experience in project coordination or project management.

• Prior public sector experience.

Seniority level:
Mid-Senior level

Employment type:

Full-time

Job function:
Other

Industries: IT Services and IT Consulting