Expression of Interest: Enterprise CRM Administrator / Business Analyst (Salesforce)

Algonquin College • Ottawa, ON

15d • CA$44 - CA$50 • Hybrid

About The Position

This expression of interest is for a CRM Application Administrator / Business Analyst role that will support the administration, optimization, and continuous evolution of Algonquin College’s Salesforce platform. The role aims to advance institutional priorities and enhance the experience of employees, students, and external partners. In this dynamic role, the individual will play a senior, hands-on role in the administration, support, and enhancement of the College’s Salesforce environment. Reporting to the Manager, Enterprise Solutions Salesforce, the position involves working closely with stakeholders across the College to understand business requirements, analyze processes, and design solutions that align technology capabilities with institutional objectives. The role acts as a trusted advisor, bridging business needs and technical solutions through stakeholder engagement, requirements gathering, solution design, system configuration, and ongoing support. The position contributes to the successful delivery and continuous improvement of Salesforce Education Cloud and related applications by providing technical expertise, business analysis, operational support, and strategic guidance. Key responsibilities include supporting platform governance, developing documentation and training resources, promoting best practices, and ensuring Salesforce solutions deliver maximum value to the College community. Leveraging strong client service, problem-solving, and analytical skills, the role plays a key part in the ongoing evolution of the College’s Salesforce Centre of Excellence and established governance framework.

Requirements

• Significant experience in Salesforce administration, business analysis, and CRM management.
• Experience supporting Salesforce Education Cloud.
• Strong knowledge of Salesforce configuration, automation, security, reporting, and user management.
• Demonstrated experience gathering requirements and translating business needs into effective technology solutions.
• Experience supporting business process improvement and organizational change initiatives.
• The ability to communicate complex technical concepts to a diverse range of stakeholders.
• Strong problem-solving, analytical, and relationship-building skills.
• Experience developing user documentation, training materials, and adoption strategies.

Nice To Haves

• Salesforce Administrator and Advanced Administrator certifications are highly valued.
• Additional Salesforce certifications in Business Analysis, Platform App Builder, Experience Cloud, Sales Cloud, Service Cloud, Agentforce, or related disciplines would be considered assets.
• A diploma or degree in Business, Computer Science, Information Technology, or a related field is preferred.
• Equivalent combinations of education and experience may also be considered.

Responsibilities

• Administer and maintain Salesforce Education Cloud.
• Configure and optimize platform functionality including objects, fields, page layouts, automation, security, and user access.
• Monitor platform performance and identify opportunities for continuous improvement.
• Evaluate new Salesforce features and recommend enhancements that support business objectives.
• Partner with stakeholders across academic and administrative departments to understand business needs and challenges.
• Facilitate requirements-gathering sessions and business process reviews.
• Translate business requirements into user stories, functional specifications, and solution recommendations.
• Support future-state process design and business transformation initiatives.
• Promote a client-centred approach to solution design and implementation.
• Provide guidance, training, and support to end users and delegated system administrators.
• Develop training materials, knowledge resources, and best practices documentation.
• Support adoption of new functionality and business processes across the College.
• Design and maintain reports and dashboards that support operational and strategic decision-making.
• Support data quality, integrity, and governance initiatives.
• Assist business units in leveraging Salesforce data to drive informed decisions and improve outcomes.
• Contribute to Salesforce governance, standards, and release management practices.
• Support initiatives delivered through the College's Copado-managed DevOps framework.
• Participate in testing, quality assurance, and change management activities.
• Help establish and maintain administrative processes, documentation standards, and operational procedures.
• Act as a trusted resource for clients, project teams, and College leadership.
• Provide technical and functional guidance on Salesforce capabilities and best practices.
• Collaborate with developers, administrators, and business stakeholders to support successful solution delivery.
• Contribute to the long-term evolution and sustainability of the College's Salesforce ecosystem.

Benefits

• Comprehensive benefits, including health, dental, and retirement plans designed to support your well-being.
• Access to training, tuition assistance programs (Algonquin College Courses and Degree Completion), certifications, workshops, and professional courses that allow you to grow and advance in your career.
• Supportive and collaborative environment.
• Flexible Work Arrangement Policy. Select positions are eligible for hybrid work in accordance with the College’s Flexible Work Arrangement Policy.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree