CRM Administrator

AFMC•Little Rock, AR

About The Position

The CRM Administrator I will be a key participant in all phases of the Salesforce development lifecycle including planning, configuration, testing, and training to meet new and changing business requirements. This role requires a mix of technical experience as well as the ability to train, support, and collaborate with users. They will also be the subject matter expert for multiple business units and will serve as an interface for gathering requirements, interpreting needs, and translating those to technical solutions. Support the organization’s mission, vision, and values by exhibiting the following behaviors: Honesty, Excellence, Accountability, Respect and Teamwork.

Requirements

Two (2) years of Salesforce.com administration experience (including Service Cloud)
Two (3) years of experience implementing and configuring Salesforce.com for 50+ users
Experience with Salesforce.com architecture
Experience using Salesforce data tools (Data Loader, DemandTools, etc.)
Experience using integrated applications (Nintex DocGen, Gearset, Docusign, etc.)
Experience with Lightning Experience usage and migration
Advanced Excel proficiency (advanced formulas, macros, PowerQuery)
Intermediate proficiency with MS Office applications
Mobility, reaching, bending, lifting, grasping, ability to read and write, ability to communicate with personnel, ability to remain calm under stress, ability to make independent decisions and ability to travel.
Must be able to lift and transport up to 25 lbs.
Must be capable of performing the essential functions of this job, with or without reasonable accommodations.

Nice To Haves

One or more Salesforce certifications, including Salesforce.com Certified Administrator (ADM201)
Additional Salesforce.com Certifications
Training module completion on any of the following platforms: Salesforce Trailhead, Nintex DocGen, or Gearset DevOps Launchpad.

Responsibilities

Manage components of the Salesforce.com CRM application.
Identify Salesforce usage problems and develop technical and communication plans to remedy.
Maintain functional areas of data management, including contacts, campaigns, communities, custom objects, dashboards, and reports.
Develop and maintain user roles, security, profiles, document packages, complex automation, and configurations.
Develop and maintain system metrics to track trends in usage and data integrity.
Routinely perform database cleanup procedures.
Perform routine review of automation, code, configuration, data, and usage to ensure long-term viability, integrity, and adoption.
Participate in the development and execution of data integration processes with other enterprise applications.
Develop reports, dashboards, processes, automations, and new features to continuously monitor data quality and integrity.
Provide back-up for Salesforce Developer.
Drive and increase customer adoption to ensure satisfaction.
Train internal and external users on how to use system features and processes.
Elicit continuous system and process improvement requirements using cross-departmental workshops, use cases, process documentation, business analysis, and task and workflow analysis.
Provide prompt and complete resolution to technical challenges and business issues.
Manage ongoing support requests and administrative needs of users.
Make recommendations for enhancements and modifications to improve system performance, efficiency, internal business process, and reporting.
Adhere to format, content, and style guidelines, giving consideration to usability and ensuring accuracy, consistency, and quality.
Follow AFMC, state and federal protocols regarding data confidentiality / security and HIPAA compliance.
Communicate needs and requests to other team members as appropriate.
Additional duties as assigned.