Customer Relationship Management (CRM) Administrator - Information Technology Services

West Virginia University • WV

69d

About The Position

This Customer Relationship Management (CRM) Administrator position is a hands-on technical position. We are looking for an experienced CRM administrator with the CRM platform - Salesforce. This position will report to Director of CRM operations. We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including: 37.5-hour work week, 13 paid holidays (staff holiday calendar), 24 annual leave (vacation) days per year or more based on years of service (employee leave), 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments).

Requirements

• Bachelor's degree in Computer science, computer engineering, Management Information Systems, or related is preferred.
• A minimum of four (4) years of experience in Application Administration with Customer Relationship Management – Salesforce.
• A minimum of three (3) years of experience with complex software systems and application administration.
• A minimum of two (2) years of experience with integrations such as ETL (Extract, Transform and Load) tool, SIS system.
• A minimum of two (2) years of knowledge of Informatica, Axiom, Form Assembly, Conga Composer, Demand tools, and Telemarketing.

Nice To Haves

• Ability to clearly communicate highly technical concepts to both technical experts and non-technical users and management.
• Strong oral & written communication, customer relationship and interpersonal skills.
• Demonstrated proficiency in problem solving, the ability to self-direct and prioritize tasks.
• Strong analytical skills to be able to research, analyze, detect and technically correct developed processes.
• Customer focus, team oriented, ability to adapt and respond to change, adhering to principles and values.
• Creative and innovative, results driven.
• Excellent time management and organizational skills.
• Comfortable in a fast-paced and constantly evolving environment.

Responsibilities

• Develop solutions on CRM platform - Salesforce including modules such as Form Assembly, Conga Composer, DemandTools, Rollup Helper, and Telemarketing.
• Facilitate and develop integrations with ETL tools like Informatica Cloud and Axiom.
• Load software from the Salesforce AppExchange/Managed packages.
• Ensure system backups are maintained according to the university's backup policies.
• Create profiles, roles, permissions, groups, sharing rules, field and organization level security settings, data mapping, data recovery, object modeling and page layout design.
• Provide application administration, analysis, Tier 2 support and resolution for CRM day-to-day operations and projects.
• Perform testing, verification and validation for internal custom code and vendor software releases, patches, and add-ons.
• Follow security standards and protocols to complete regular internal system audits by collaborating with team.
• Create, manage and publish reports and dashboards for customers as well as internal use.
• Perform data management tasks, including data conversion, data migration, deduplication, and identification and repair of data quality issues.
• Participate in change and release management process.
• Collaborate with the CRM operations team to proactively identify and recommend operational improvements, enhancements and system customizations.
• Work with security group, developers, database and systems administrators to ensure system availability.
• Provide 24x7 service by being on call in rotation with other staff.
• Interpret and monitor application logs to identify potential issues.
• Provide reports, technical expertise and training as requested by Senior Management.
• Keep abreast of new Salesforce features and functionality and provide recommendations for process improvement.
• Collaborate with various university departments and campuses to increase efficiency.
• Create or update technical and functional documentation.

Benefits

• 37.5-hour work week
• 13 paid holidays
• 24 annual leave days per year
• 18 sick days per year
• Range of health insurance and other benefits
• 401(a) retirement savings with 6% employee contribution match
• Wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees