Salesforce Education Cloud Administrator & Operations Specialist

San Francisco Bay University (SFBU) is a small, nonprofit, WASC-accredited university situated in the heart of Silicon Valley in Fremont, California. SFBU is a new and rebranded university currently offering degrees in computer science (BS, MS), electrical engineering (MS), business (BABS/MBA/MSBan/MSDS), and professional educational programs.

SFBU’s mission is to offer inclusive, innovative, and inspirational education for lifelong careers. At SFBU, students come first. We prioritize students’ needs by fostering personal engagement between faculty, staff, and students. We are committed to providing affordable, quality education with a deep commitment to diversity, equity, inclusion, and social justice. Our professors are accomplished professionals who provide real world experience in the classrooms to enhance the learning experience and prepare students for future careers.

• Serve as the first-line responder for Salesforce support tickets, user requests, access issues, bug reports, and routine enhancement requests.
• Configure and maintain Salesforce objects, fields, page layouts, record types, permission sets, profiles, flows, validation rules, reports, dashboards, list views, and related administrative settings.
• Troubleshoot and resolve system issues, data issues, user access problems, automation errors, and configuration defects.
• Support testing, validation, and deployment of Salesforce changes in alignment with SFBU change management practices.
• Assist with release readiness, regression testing, and post-release support.
• Maintain awareness of Salesforce platform updates and identify potential impacts to SFBU users and business processes.
• Serve as the primary administrator and steward of the Salesforce Education Cloud platform, ensuring platform reliability, security, governance, and long‑term sustainability.

• Manage and triage incoming Salesforce tickets, escalating complex issues when appropriate.
• Provide timely and solutions‑oriented support to users across departments.
• Identify recurring issues and recommend process, training, or configuration improvements.
• Strong written communication skills, especially for documentation, training, and ticket resolution.
• Help maintain platform health by monitoring user adoption, access controls, and operational risks.
• Assist with routine audits of users, permissions, reports, dashboards, and system configuration.
• Partner with academic and administrative departments to understand business needs and recommend scalable Salesforce solutions that improve business processes and the student experience.

• Create and maintain clear documentation for Salesforce processes, configuration decisions, user guides, support procedures, and known issues.
• Develop training materials, quick‑reference guides, and internal knowledge articles for Salesforce users.
• Conduct user training sessions, office hours, and one‑on‑one support as needed.
• Help establish repeatable support, intake, documentation, and governance practices as Salesforce adoption grows.

• Assist users with reports, dashboards, list views, and data analysis needs.
• Support data cleanup, deduplication, imports, exports, and validation activities.
• Help monitor and improve data quality across Salesforce objects and business processes.
• Partner with business units to ensure reporting requirements are understood and accurately reflected in Salesforce.
• Ability to maintain confidentiality and handle institutional data responsibly.

• Bachelor’s degree in information systems, business administration, computer science, or related field.
• Minimum of 3 years of hands‑on Salesforce administration experience supporting enterprise Salesforce environments.
• Strong documentation, communication, organization, and follow‑through skills.
• Demonstrated ability to provide patient, clear, and effective user support.
• Ability to balance tactical ticket resolution with process improvement and long‑term platform sustainability.
• Ability to work collaboratively with multiple departments and manage competing priorities.