Salesforce Administrator

Harvard University • Cambridge, MA

12d • Hybrid

About The Position

Reporting to the Associate Director, CRM Consulting Services, the Salesforce Administrator supports the service delivery of a fast-growing university-wide internal CRM consulting service. This is an excellent opportunity to hone and expand Salesforce administration skills while working for multiple internal customers with multiple Salesforce orgs, all using the platform in different ways. The Salesforce Administrator will be responsible for fielding requests from these customers, working with the team's Business Analyst, the Associate Director, and other team members to design solutions, implementing those solutions according to team best practices, and then working with customers to measure impact and success. Along with internal and external Business Analysts and Project Managers, the Salesforce Administrator will be a primary point of contact for the ongoing support and system enhancement needs of the Consulting Service's customers. As such this position requires the ability to work closely with colleagues in the CRM Consulting Services team, in HUIT overall, and with external consultants and vendors, all in a collaborative manner, and also to independently analyze and solve problems and escalate issues when appropriate.
The Salesforce Administrator will join a large and diverse Salesforce community at Harvard with numerous opportunities for learning, including an internal user group. Harvard University IT is committed to professional development and offers formal and informal trainings and learning opportunities on a regular basis.
The Salesforce Administrator will be part of creating transformative systems, tools, and applications, supporting the mission of the oldest and most famous institution of higher learning in the United States. Your success will support research, teaching, and learning that benefits local, national, and global communities. Collaborating with departments from across the University, the position aims to improve the experiences of faculty, staff, researchers, and external constituents, while creating a platform designed to position Harvard for continued excellence in the future.

Requirements

• Minimum of two years’ post-secondary education or relevant work experience
• 2+ years of experience as a Salesforce administrator for an Enterprise or above edition of Sales Cloud, Service Cloud, Education Cloud, or Nonprofit Cloud.
• Solid understanding of Salesforce standard objects (Contacts, Accounts, Cases, Opportunities, etc.), data model, and native capabilities.
• Proficiency with Salesforce customization and configuration including creation of custom objects and fields of different types including formulas, junction objects, etc.
• Experience with Salesforce Flow for process automation and/or screen Flow for data capture.
• Experience in moving metadata from lower sandboxes to production environments, and addressing issues related to functionality, integration, etc.
• Experience with Excel, Data Loader, and performing data imports into Salesforce.
• Experience with creating and modifying Salesforce native reports and dashboards.
• Experience documenting and analyzing processes, procedures, and/or policies.
• Demonstrated ability to effectively communicate technical issues and resolve problems at all levels of an organization in a collaborative way.
• Ability to handle full workload and meet proposed deadlines.
• Demonstrated ability to work both individually and as a team member in a collaborative environment to achieve agreed-upon objectives.
• Proven ability to handle sensitive data with discretion, and manage multiple tasks simultaneously.
• Ability to work in a dynamic and changing environment.
• A Salesforce Administrator Certification is required.

Nice To Haves

• Experience with Marketing Cloud and/or Pardot a plus.
• Familiarity with common AppExchange solutions such as FormAssembly, OwnBackup/Salesforce Backup, Conga Composer, etc. also a plus.
• Familiarity with Harvard University or Higher Education is a plus.
• Experience with iterative, agile software development methodology and tools such as Jira is likewise a plus.

Responsibilities

• Provide day-to-day customer support (including system configuration, routine maintenance, and troubleshooting) for multiple Salesforce implementations.
• Maintain user roles, permissions and profiles, security settings, access and sharing settings, etc. to manage overall security across multiple orgs and editions of Salesforce.
• Create and manage custom objects, fields, formulas, validation rules, custom automations and approval processes.
• Maintain data integrity including accurate data loading and data deduplication.
• Support and maintain integrations with internal and third-party solutions.
• Establish and implement best practices with regards to system maintenance, configuration, development, testing, data integrity, etc.
• Research changes in upcoming versions of Salesforce and other integrated applications; provide recommendations when necessary to enhance efficiency and productivity.
• Train users in Salesforce and related tools.
• Participate fully in software development life cycle.
• Implement and support technical solutions to deliver business requirements
• Identify and evaluate opportunities to improve services
• Contribute ideas to coding best practices and new technologies
• Draw on relationship and technical skills to act as technical liaison to internal and external clients
• Abide by and follow the Harvard University IT technical standards, policies and Code of Conduct.

Benefits

• Generous paid time off including parental leave
• Medical, dental, and vision health insurance coverage starting on day one
• Retirement plans with university contributions
• Wellbeing and mental health resources
• Support for families and caregivers
• Professional development opportunities including tuition assistance and reimbursement
• Commuter benefits, discounts and campus perks

What This Job Offers

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