Salesforce Support Specialist

Arizona State University•Scottsdale, AZ

2d•$60,000 - $80,000•Hybrid

About The Position

Provides routine and non-routine IT services to end users in order to support the mission of the institution through technology. Deploys enterprise managed tools that manage devices, deploys software and security updates of devices and applications across an enterprise, and updates documented processes. This position is only open to current employees of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona. ASU EdPlus is a dynamic unit of Arizona State University focused on the design and scalable delivery of digital teaching and learning models to increase student success and reduce barriers to achievement in higher education. We are looking for a Salesforce Support Specialist to provide hands-on Salesforce support to the Enrollment Center as part of the Salesforce CRM team. Every day you will make a difference in the lives of others by serving as the front-line technical resource for Enrollment Coaches. You will help troubleshoot issues, configure declarative solutions, and translate day-to-day operational needs into practical Salesforce functionality. You will have hands-on familiarity with Enrollment Center workflows and tools, a proactive and detail-oriented approach to problem-solving, and a genuine interest in developing technical Salesforce skills. You will report to the Lead Salesforce Administrator and work alongside a team of Salesforce Administrators supporting recruitment and enrollment operations across the university.

Requirements

Bachelor's degree and three (3) years of experience appropriate to the area of assignment/field; OR, Any equivalent combination of experience and/or training from which comparable knowledge, skills and abilities have been achieved.
Must be a current employee of the Arizona Board of Regents (ABOR) system, which includes Arizona State University, Northern Arizona University, and the University of Arizona.
Applicant must be eligible to work in the United States. ASU EdPlus will not be a sponsor for this position.

Nice To Haves

Bachelor’s degree or higher in a related field.
Experience as an EdPlus Enrollment Coach with firsthand knowledge of Enrollment Center workflows, operational pain points, supporting technologies, and opportunities for improvement.
Experience using Enrollment Center systems and tools, especially Salesforce.
Demonstrated knowledge of higher education administrative systems and related business principles.
Demonstrated ability to convert front-line, user-side knowledge into technical solution-building.
Demonstrated willingness to champion change within teams of internal stakeholders.
Evidence of a proven history of teamwork, problem-solving, proactiveness, transparency, and critical thinking.
Evidence of strong communication skills, tenacity, analytical thinking, critical reasoning, and other critical soft skills.
Evidence of a Salesforce Administrator certification.

Responsibilities

Serves as the primary point of contact for Enrollment Coaches on day-to-day Salesforce questions, issues, and support requests; supports end users through on-call support and problem resolution.
Troubleshoots reported data and application issues, resolving straightforward issues directly and escalating complex issues to senior Salesforce Administrators as appropriate.
Performs basic declarative configuration, including page layouts, list views, Flows, reports, and dashboards.
Supports functional users in developing and refining reports and dashboards to meet operational needs.
Gathers and documents requirements from Enrollment Coaches and Enrollment Center leadership, helping translate operational needs into clear, actionable requests for the broader Salesforce team.
Maintains working knowledge of Enrollment Center processes and the communication channels, integrations, and supporting technologies connected to Salesforce.
Assists with user account management, permissions, and basic data hygiene tasks.
Collaborates with Salesforce Administrators and technical team members to identify dependencies, risks, and opportunities for improvement.
Assumes or coordinates other duties or projects as assigned or directed.