Salesforce Administrator I

Dedicated to quality, innovation, engagement, integrity, and inclusion, Information Technology/Enterprise Application Services (IT/EAS) maintains the highest standards in providing a wide range of software solutions to units throughout the University. IT/EAS maintains software systems that support the University’s core business as well as develops custom applications in partnership with DU departments to enhance services to our community. Our services range from consultation to implementation to continuous support of software solutions. Services include:

• Software implementation, support, and development
• Secure access to institutional information
• Database development and administration
• Data interfaces
• Document Management
• Workflow solutions
• Business Process analysis and improvements
• Consultation with DU departments on software development or purchase
• Data Warehouse administration, reporting, and data mining
• Business Intelligence, Advanced Analytics, and Dashboards
• Application configuration and support
• Intranet Web and Mobile Development

IT/EAS ensures the current and future software applications are efficient and effective, maintains an appropriate balance between leading-edge activities and core business processes, and provides appropriate information access and data security.

IT/EAS is responsible for all aspects of the Enterprise Resource Planning (ERP) system, Database Management, Data Warehouse administration, Information Analytics (BI), Constituent Relationship Management (CRM) systems such as Student Recruitment CRM; Student Success CRM; and Advancement CRM, Learning Management System (LMS), Document Management, and Workflow.

Position Summary

The Salesforce Administrator reports to the IT/Enterprise Application Services (IT/EAS) department in the Division of Information Technology (IT) and is a member of the Business Analysis team.

The Salesforce Administrator is primarily responsible for the day-to-day delivery, deployment, configuration, and support of the enterprise Salesforce CRM Education Cloud and Salesforce Marketing Cloud platforms. This position will interface with various stakeholders across campus, Salesforce, Salesforce vendor partners, and IT/EAS application developers to maintain and support the Salesforce platforms. This position will also be responsible for responding to production support issues, coordinating system enhancements and upgrades, writing ad-hoc reports, managing cross-functional projects, and providing day-to-day application support for the Salesforce platforms.

Essential Functions

• Serve as functional subject matter expert and secondary administrator of the enterprise Salesforce CRM and Salesforce Marketing Cloud platforms.
• Identify, gather, and document business requirements from users and stakeholders.
• Perform Salesforce configuration changes to satisfy requests from end users for enhancements and fixes.
• Work with IT/EAS to coordinate the design, testing, and deployment of Salesforce system enhancements, process automations, and integrations between these systems, the enterprise ERP (Ellucian Banner), and other systems.
• Develop test use cases and perform user acceptance testing for upgrades and enhancements.
• Track and document changes in functional requirements and write detailed procedures that can be easily understood by users.
• Provide enterprise-wide Salesforce support. Resolve user support tickets related to Salesforce. Develop recommendations and coordinate issue resolution with IT/EAS and software vendors. Troubleshoot, identify, and track software issues to ensure resolution. Document and communicate problem resolutions.
• Oversee user and license management including new user setup/deactivation, roles, profiles, and permissions.
• Perform frequent data quality checks to ensure Salesforce data is accurate.
• Perform backup of Salesforce configuration and test recovery on a regular basis.
• Monitor user adoption of Salesforce tools.
• Analyze and evaluate current business processes, workflows, reports, and tools. Make recommendations for development, improvement, or simplification.
• Develop appropriate training materials to support end-user training.
• Research, configure, and schedule standardized reports within the Salesforce platforms.
• Create ad-hoc reports, data queries, standard reports, and dashboards that can be shared with leadership to support business needs.
• Responsible for independently leading multiple projects or large complex projects with cross-functional teams.
• Other duties as assigned.

Knowledge, Skills, and Abilities

• General und