Salesforce CRM Technical Intern

University of St Thomas•Saint Paul, MN

2d•Onsite

About The Position

The ITS Enterprise CRM (Constituent Relationship Management) team has openings for student interns. This is an opportunity to gain hands-on experience connecting business operations and IT systems on Salesforce, the world’s leading CRM platform. CRM Team Student Interns provide frontline support for the Enterprise CRM, assist with system administration and configuration, and help build and maintain business process and support documentation. No prior Salesforce experience is required — training is provided, and interns work alongside CRM administrators, developers, and business analysts. This position is for 15-20 hours per week during the academic year, flexible around the student’s class schedule, with the opportunity to continue into the summer. Interns will be selected for suitable concentrations from technical/ticket support, documentation and knowledge management, or developer work based on interest and team need, but all interns contribute across both areas.

Requirements

No prior Salesforce knowledge or experience is required.
First-year students strongly encouraged to apply, though all class years welcome to apply.
Must be currently enrolled University of St. Thomas student
Interest in computer science, business analysis, database systems, technical writing, or web development.
Detail oriented and strong organizational skills with the ability to multi-task
Ability to communicate clearly and effectively in writing and in person
Approachable and able to work effectively with people from varying backgrounds, both technical and non-technical.
Ability to demonstrate independence and occasionally work without supervision
General knowledge of Microsoft Office applications, and screen capture software
Ability to think critically and apply analytical skills.

Nice To Haves

Introduction to a variety of IT roles, including business analysis, technical writing, administration, support, and development
Develop troubleshooting and technical skills
Develop professional communication skills
Develop a working knowledge of Salesforce CRM, the world’s #1 CRM platform
Gain experience working within Agile/Scrum practices and enterprise ticketing and project tracking tools (Jira, TDX).
Exposure to a broader CRM and ERP technology tool suite (examples: Salesforce, Data Loader, ScheduleOnce, Qualtrics, Banner).
Expand knowledge of Microsoft Office applications

Responsibilities

Provide day-to-day support, troubleshooting, resolution, or escalation of Enterprise CRM support tickets.
Ensure status updates are properly documented and communicated to stakeholders.
Collaborate with the Enterprise CRM Team and other ITS teams on assigned work.
Attend to administrative tasks such as attending team meetings, sending and receiving email, and responding to instant messages.
Follow ITS procedures for communication updates, ticket tracking, knowledge base, and documentation standards.
Troubleshoot technical issues by researching online; reviewing forums and technical documentation to find solutions.
Assist with development and upkeep of business process and support documentation.
Draft, update, and organize knowledge base articles and internal team documentation.
Proactively document and communicate status updates in Jira and TDX.
Capture screenshots, step-by-step procedures, and job aids that enable end users and future team members to complete processes independently.
Assist with documenting existing configuration and processes so that knowledge is retained and transferable.
Assist with system administration and configuration
Assist with test plan documentation and system testing
Assist with data transformation, data audits, and data load preparation, including spreadsheet cleanup and validation.
Other miscellaneous technology-related tasks.