Application Administrator, Salesforce

University of British Columbia•Vancouver, BC

1d•$8,305 - $12,952•Onsite

About The Position

The Application Administrator is primarily responsible for the ongoing administration and technical support for UBC’s Salesforce platform, including both the Constituent Relationship Management (CRM) platform and Marketing Cloud. The Application Administrator elicits, analyzes, validates, and verifies business objectives, processes and functions for software development and/or integration to optimize the use of technology and improve organizational effectiveness, efficiencies and economies. Working in partnership with the CRM and Marketing Cloud Product Owners and development team, the role determines the strategic direction for the implementation of Salesforce both technically and as an advocate for the Salesforce platform in order to best meet the needs of the University. As a subject matter expert, the Application Administrator leads the roll out of new features and serve as a key member of the Salesforce Solution & Delivery team. In addition, this role is responsible for systems infrastructure provisioning, configuration, enforcing established data security policies; and monitoring platform health and performance.

Requirements

Undergraduate degree in a relevant discipline.
In-depth knowledge of applications and the business requirements supporting them.
Minimum of five years of related experience, or the equivalent combination of education and experience.
Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

Maintain relevant salesforce certifications including but not limited to Administrator, Advanced Administrator and Marketing Cloud Administrator.
In-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience.
Must have demonstrated combination of knowledge and experience in the IT project lifecycle including project management, business analysis, development, quality assurance, change management and related disciplines.
Working experience on enterprise-wide projects.
Proven experience in business analysis, including requirement gathering, process mapping, and stakeholder engagement.
Experience with the traceability, requirements and issue tracking systems.
Strong troubleshooting skills and ability to provide creative solutions to problems and business challenges.
Ability to deploy complex third-party applications and software packages.
Proven knowledge and continuous learning of application support best practices.
Continuous Learning & Platform Agility: Proven track record of self-directed, proactive learning to keep pace with the rapid release cycle of the Salesforce Platform.
Industry cloud expertise: Experience with Salesforce Education Cloud or other industry specific cloud (e.g. Health Cloud, Financial Services Cloud).
Modern Declarative Tooling: Hand-on experience or advanced knowledge of OmniStudio as a key driver of industry cloud solutions.
Emerging Technology (AI): Demonstrated interest or experience in Salesforce AI, including predictive and generative AI capabilities, with a commitment to staying current on AI-driven enhancements within the Salesforce ecosystem.
Strategic problem solving: Ability to not only identify root causes but to anticipate technical trends and their potential outcomes for the university’s digital transformation.
Strong understanding and related experience with Testing best practices/concepts.
Knowledge of project management, quality assurance, change management disciplines and best practices and development methodologies.
Excellent organizational, planning, and prioritization skills.
Ability to multi-task and address project and operation demands in a fast paced and changing environment.
Strong customer service, interpersonal and communication skills.
Demonstrates the willingness, ability, and enthusiasm to learn new processes, methodologies or technologies.
Good understanding of key trends and players in the IT industry and higher-education sector.
Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.
Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.
Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.
Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.
Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.
Thoroughness - Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs and applies quality checks prior to work submission.

Responsibilities

Administers the enterprise Salesforce platform along with third party integrated applications from the Salesforce AppExchange, across multiple development and production environments.
Leads the collaborations with others within the team, across various units in UBC and with vendors to problem solve technical issues.
Manage user permission and security setting to provide sensitive data and ensure stability of the system.
Analyze requirements to design and implement solutions using Salesforce objects, triggers, workflows, and pages and rules.
Manage synchronization of constituent data, campaign data and engagement metrics between Marketing Cloud and Salesforce CRM.
Develop automated workflows and journeys in marketing cloud automation studio.
Manage data extensions and audience segments based on various criteria.
Implement industry best practices for email deliverability.
Manages new releases of Salesforce to efficiently roll out new features.
Contributes to the strategic planning of the Salesforce platform.
Leads processes and procedures development to improve Salesforce org health.
Maintains security of the system by analyzing and recommending updates to sharing rules and security levels.
Acts as project lead for operation projects concerning data integrity, and leads duplicate management, data cleanup, execution of bulk operations using tools like SOQL and Data Loader and defining data validation rules.
Designs and builds data integration points between Salesforce and multiple internal and external data sources using integrations tools, platforms, and APIs to extract, transform and load data as required.
Acts as a technical point of contact for business functional teams concerning all application and interface changes.
Leads analyzing, testing, verification and validation of custom software and third-party package software implementation.
Analyzes the impacts of proposed changes to technology services and/or performance for UBC IT and other UBC departments.
Analyzes performance test results and collaborates with technical resources to identify bottleneck.
Understands key technical environments to effectively identify integration, security, scalability, and performance requirements.
Build and maintain good working relationships with project teams, business analysts, UBC IT colleagues, and client stakeholders.
Provides specialist advice to IT and business personnel.
Analyzes and reviews system features and requirements (i.e., functional, integration, security, scalability and performance) and provides advice on options, risks and costs versus benefits.
Conducts a review of specifications, design, development, implementation, upgrades, and ongoing technical support of the Salesforce platform.
Conducts testing, debugging, and deployment of new or customized application modules, and provides ongoing maintenance and support of those modules.
Analyzes user adoption of the system and leads in the development of end-user training.
Validates customized software, functional specifications and prototypes.
Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
Performs other related duties as required.