Senior Salesforce Administrator

DEPARTMENT:
Office of the Chief Information Officer (OCIO)
SUMMARY

The Senior Salesforce Administrator works on the Enterprise Application Engineering CRM Team leading the management of digital customer relationship management (CRM) technology, primarily the Salesforce platform, including Service Cloud and Marketing Cloud, and related applications at the Church. This position requires in-depth experience with database applications and customer-facing digital technology and how it can help support the organization's vision and goals.

This position will collaborate closely with functional leaders, organizational units and subject matter experts to support, configure, maintain and improve the Church’s CRM platform in support of daily operations and strategic initiative. The Senior Salesforce Administrator will have a record of success in executing on the daily configuration, support, maintenance and overall adoption of Salesforce.

Support Ongoing Administration

• Support the maintenance of user roles and profiles, security settings, access settings, etc.
• Support day-to-day end-user support (including system configuration, complex formulas and system maintenance) and educate users to enhance and increase their knowledge of Salesforce
• Perform root cause analysis on issues and resolve prioritized defects
• Build and maintain reports and customer views to support business needs
• Perform administrative responsibilities related to flows, process builder, custom objects, and applications
• Oversee and collaborate with CRM team to implement all related policies and ensure existing infrastructure, applications and business processes meet current and future regulatory controls, such as GAAP, PCI, HIPAA, COBIT, SOX, GDPR

Support Project Activity

• Define and contribute to the design of new/existing applications and interfaces
• Evaluate requests for new or modified features/functionality to determine feasibility, complexity and time required and compatibility with current systems and develops proposals to deliver desired solutions
• Provide business solutions analysis and complex problem-solving
• Design, create, and manage custom objects, fields, formulas, validation rules, custom workflow and approval processes to meet desired project outcomes
• Support and manage existing integrations, as well as support new line of business integrations, including third party systems and connected applications
• Support fellow CRM team members with project activity including gathering requirements and writing user stories
• Drive the organization’s digital transformation by leading the implementation of approved AI capabilities in a secure, governed, and strategically aligned manner
• Incumbents excel at this position when they contribute toward a long range vision and strategy for CRM at the Church and ensure projects and project outcomes align with that vision

Support Administration

• Perform maintenance of existing, and drafting of new CRM application documentation to support the CRM team and the organization
• Update work tracking tools and other administrative tasks
• Keep up to date on Salesforce upgrades and other Salesforce offerings to make improvements for users and recommend the best possible solutions
• Mentor and coach other Salesforce administrators

Reporting Relationships

Supervisor:
Enterprise Application Engineering Manager

Regular Contacts

This position has regular contact with fellow TFCCS employees, TFCCS service departments, vendors, Enterprise Application Engineering and Software Engineering peers, the Service Desk, Department Managers, and the Enterprise Portfolio Project Management Office.

JOB REQUIREMENTS

Education/Experience

• Bachelor's degree required (equivalent…