Office of Entrepreneurship CRM Analyst

Penn State University•University Park, IL

13d•$65,508 - $108,444•Hybrid

About The Position

The CRM Analyst serves as the primary administrator and business systems expert for the Office of Entrepreneurship's Salesforce environments. This position is responsible for the administration, configuration, maintenance, security, governance, optimization, and ongoing support of multiple Salesforce organizations supporting entrepreneurship, innovation, technology commercialization, and economic development initiatives. The CRM Analyst partners with University stakeholders, Information Technology teams, and external vendors to improve business processes, enhance data quality, develop reporting solutions, and implement scalable Salesforce capabilities that support strategic objectives while ensuring compliance with institutional standards, security requirements, and data governance practices.

Requirements

Significant professional hands-on experience working with the Salesforce platform.
Experience with requirements gathering, business process analysis, system configuration, testing, deployment, reporting, and end-user support.
Experience serving as a Salesforce Business Analyst, Salesforce Administrator, Salesforce Consultant, or a similar Salesforce-focused role is strongly preferred.
Bachelor's Degree 6+ years of relevant experience (if filled as CRM Analyst - Senior Professional); or an equivalent combination of education and experience.
Bachelor's Degree 3+ years of relevant experience (if filled as CRM Analyst - Advanced Professional); or an equivalent combination of education and experience.
Applicants must be authorized to work in the U.S.

Nice To Haves

Salesforce certifications currently held.
Experience with Salesforce products or clouds.
Experience gathering and documenting business requirements, configuring solutions, testing, reporting, and supporting user adoption and training.

Responsibilities

Administer, configure, maintain, and optimize Salesforce environments supporting Office of Entrepreneurship business operations and strategic initiatives.
Configure and maintain Salesforce objects, fields, record types, page layouts, Lightning pages, permissions, validation rules, flows, reports, dashboards, and other declarative platform features.
Monitor platform performance, storage utilization, system health, and operational metrics; proactively identify, troubleshoot, and resolve issues impacting system reliability and user experience.
Manage Salesforce environments, including sandbox strategy, refreshes, release validation, environment governance, and deployment activities.
Administer user accounts, roles, profiles, permission sets, sharing rules, authentication methods, and security controls while supporting least-privilege access principles.
Partner with Information Technology and security teams to implement and maintain audit controls, platform security measures, compliance requirements, and governance standards.
Maintain data quality and integrity through validation rules, duplicate management processes, governance practices, and data stewardship activities.
Manage and develop integrations such as Formstack, Outlook, and Marketing Cloud.
Collaborate with Office of Entrepreneurship leadership and stakeholders to gather, document, analyze, and validate business requirements for Salesforce solutions.
Facilitate discovery sessions, interviews, workshops, and process reviews to understand business operations, identify improvement opportunities, and evaluate existing workflows.
Translate business needs into functional requirements, user stories, acceptance criteria, configuration specifications, and implementation plans.
Evaluate configuration versus customization approaches and recommend scalable, maintainable solutions using Salesforce best practices.
Collaborate with developers, architects, integration teams, vendors, and business stakeholders to design and implement Salesforce solutions aligned with organizational objectives and enterprise architecture standards.
Develop, enhance, and maintain Salesforce reports, dashboards, key performance indicators, and analytical tools supporting executive leadership, program evaluation, grant reporting, and data-driven decision-making.
Analyze business and operational data to identify trends, opportunities, risks, and performance outcomes across programs and initiatives.
Partner with stakeholders to establish reporting requirements, performance metrics, and data quality standards that support organizational goals and accountability measures.
Promote data quality standards and support continuous improvement of CRM data governance practices.
Support enterprise roadmap planning, project prioritization, backlog refinement, and continuous platform improvement initiatives.
Collaborate with technical teams to implement, test, validate, and deploy Salesforce enhancements in accordance with established change management and change control processes.
Develop and execute functional testing, user acceptance testing, regression testing, release testing, and quality assurance activities to ensure solution quality and business requirements are met.
Evaluate Salesforce releases, new features, and emerging capabilities and recommend implementation opportunities that enhance business operations and organizational effectiveness.
Provide ongoing functional support by resolving user inquiries, troubleshooting Salesforce-related issues, and coordinating resolution of complex technical problems with appropriate technical resources and vendors.
Develop and maintain system documentation, including business process maps, configuration documentation, operating procedures, user guides, security documentation, and support materials.
Develop and deliver user training, onboarding materials, demonstrations, communications, and adoption resources to ensure effective use of Salesforce solutions.
Support organizational change management efforts by assessing impacts, communicating system changes, and facilitating successful adoption of new Salesforce capabilities and business processes.
Lead or participate in CRM implementation projects, data migrations, integrations, and technology initiatives supporting Office of Entrepreneurship programs and operations.
Research, evaluate, and recommend Salesforce capabilities, related CRM technologies, and business process improvements that support future organizational growth and expansion.
Maintain current knowledge of Salesforce technologies, higher education trends, and industry best practices and pursue relevant Salesforce certifications.