Manager, Salesforce Administration

Supervisory Duties

Job No: 498597

Work Type: Staff Full-Time

Location: Denver, CO

Categories: Information Technology, Business Operations / Services

Dedicated To Quality, Innovation, Engagement, Integrity, And Inclusion, Information Technology/Enterprise Application Services (IT/EAS) maintains the highest standards in providing a wide range of software solutions to units throughout the university. IT/EAS maintains software systems that support the university's core business as well as develops custom applications in partnership with DU departments to enhance services to our community. Services range from consultation to implementation to ongoing support of software solutions.

Services include:

• Software implementation, support, and development
• Secure access to institutional information
• Database development and administration
• Data interfaces
• Document Management
• Workflow solutions
• Business Process analysis and improvements
• Consultation with DU departments on software development or purchase
• Data Warehouse administration, reporting, and data mining
• Business Intelligence, Advanced Analytics, and Dashboards
• Application configuration and support
• Intranet, Web, and Mobile Development

IT/EAS ensures the current and future software applications are efficient and effective, maintains an appropriate balance between leading-edge activities and core business processes, and provides appropriate information access and data security.

IT/EAS is responsible for all aspects of the Enterprise Resource Planning (ERP) system, Database Management, Data Warehouse administration, Information Analytics (BI), Constituent Relationship Management (CRM) systems such as Student Recruitment CRM, Student Success CRM, and Advancement CRM, Learning Management System (LMS), Document Management, and Workflow.

The Manager, Salesforce Administration reports to the Director, Business Analysis in the IT/Enterprise Application Services (IT/EAS) department in the Division of Information Technology (IT). The Manager, Salesforce Administration has supervisory responsibility over Salesforce administrators supporting the enterprise and unit-specific Salesforce platforms. This position and the Salesforce administrators they oversee are primarily responsible for the day-to-day delivery, deployment, configuration, and support of the enterprise Salesforce CRM and Salesforce Marketing Cloud platforms as well as other Salesforce CRM instances.

This position and their team will also perform business process needs analysis, data reporting and analysis, respond to production support issues, coordinate system enhancements and upgrades, write ad-hoc reports, and manage cross-functional projects. This position interfaces with various stakeholders across campus, Salesforce, Salesforce vendor partners, and IT teams to maintain and support the Salesforce platforms and related applications and integrations.

Leadership

• Develop strong relationships with unit leaders and departments using Salesforce across campus.
• Hire, train, review, and supervise a team of Salesforce administrators within IT.
• Provide technical training to improve skill sets and mentor team members in best practices. Gain the tools to manage people despite differences in culture, working styles, and business experience.
• Manage complex communication, build collaborative trust, and focus people on results. Create clarity, build trust, and optimize individual and team performance.
• Assist with project management to ensure deadlines are met effectively and efficiently.
• Assist the Director, Business Analysis in the development and implementation of strategic directions for system, process, and technology needs. Lead the adoption of standards and procedures for all aspects of software implementation.
• Take a lead role in implementations, configurations, and ongoing support.

Software Administration

• Serve as the functional subject matter expert and primary system administrator of the enterprise Salesforce CRM, including core functionality and all related applications and integrations.
• Serve as a subject matter expert and system administrator of Salesforce Marketing Cloud
• Identify, gather, and document business requirements from users and stakeholders.
• Perform configuration tasks to satisfy requests from end users for enhancements and fixes.
• Work with IT/EAS to coordinate the design, testing, and deployment of system enhancements, process automations, and integrations between Salesforce, the enterprise ERP (Ellucian Banner), and other systems.
• Develop test use cases and perform user acceptance testing for upgrades and enhancements.
• Track and document changes in functional requirements and write detailed procedures that can be easily understood by users.
• Provide enterprise-wide tier-2 and tier-3 application support. Develop recommendations and coordinate issue resolution with IT/EAS and software vendors. Troubleshoot, identify, and track software issues to ensure resolution. Document and communicate problem…