System Administrator, CRM

Overview

Title: System Administrator, CRM

VP Area: Information Technology Services

Department: ITS Administration

Work Schedule: Fixed daytime hours Monday-Friday

Telework Availability: Hybrid Available

FLSA Status: Non-Exempt

Employee Classification: Regular full-time (staff 30+ hours)

Hours per week: 40

Months per year: 12

Job Purpose:

The Salesforce Administrator supports implementation and maintenance of Salesforce solutions across Gonzaga's diverse schools and business units. This position serves as a change agent and value-creator, aligning Salesforce solutions with business strategies via needs assessment, analysis, documentation, clear communication, and ongoing support. We are looking for someone with a strong understanding of the Salesforce platform and a desire to keep learning.

The Salesforce Administrator should be comfortable with change management, liaising with stakeholders at all levels, and enjoy learning new business processes to translate them into technical solutions. The CRM Administrator shares in the responsibility of supporting the University's Salesforce CRM ecosystem, both operationally and through new projects. The CRM Administrator works closely with Student Affairs, Academic Success, University Marketing & Communications, and Advancement/Development teams to align technology solutions in a shared CRM environment.

The CRM Administrator role is primarily responsible for the design, maintenance, and implementation of requirements defined by campus stakeholders, IT Business Analysts, and the CRM Product Manager. The Salesforce Administrator ensures the stability and scalability of the Salesforce platform and data objects through regularly applying system updates, enforcing security and governance policies, managing the system backup and refresh cycle, and overseeing the flow of data into and out of the CRM.

In addition, the CRM Administrator is responsible for designing scalable best practice solutions while contributing to the product road map.

The CRM Administrator will work with a cross-functional team team to design, implement, and support Gonzaga's Salesforce Education Cloud environment (Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, CRM Analytics, and Data Cloud). This position is highly analytical by nature and can identify and implement efficiencies within the scope of the CRM system.

General responsibilities and duties: include implementation of custom objects and fields, administration of system security and access, support integration developers in the maintenance and build of system and data integrations, management of system upgrades, and administration of Salesforce configuration changes. The CRM Administrator will perform proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer. The CRM Administrator is expected to maintain appropriate and adequate technical documentation to ensure the long-term stability of the CRM platform.

• 50% - Application Administration
  • Salesforce configuration changes, including (but not limited to):
    Flow, fields, page layouts, record types, custom settings, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports.
  • User Support:
    Serves as primary responder to user support tickets. Assists with data reporting for users of the CRM (Salesforce and Slate) and maintain strong relationships with functional clients.
  • Serves as knowledge source for end users - educate, share industry best practices, and direct others to applicable Salesforce resources as necessary.
  • Partner with other IT CRM resources to manage and maintain all aspects of user access and licenses in an enterprise and shared Salesforce org, including user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules. Ensures protocol and training requirements are followed prior to granting production access. Monitor user licenses for inactivity and revoke as necessary, monitor current license allocation and alert CRM Product Manager if additional licenses are needed.
  • Research and develop alternative solutions; identify and document current operation procedures.
  • Data Management:
    • Ensure compliance with University data security standards, policies, guidelines and procedures.
    • Ensures data integrity through vigilant protection of system data, fields, and processes.
    • Performs data import request from business users, ensuring data conforms to system integrity standards.
    • Conducts and monitors daily deduplication process for production Salesforce org.
  • Environment Management:
    • Validates business purpose and deploy change sets from Test org to Production org.
    • Performs software installations and upgrades to application packages.
    • Schedules installations and upgrades in accordance with established university procedures, and service level agreements (SLAs).
    • Assists with Cloud-based deployments and ensures reliability.
    • Serve as back-up in deployment of enhancements and new features through…