CRM Application Administrator
Job no: 517418
Position Type: Staff Full Time
Campus: UMass Boston
Department: VC-Enrollment Management
Pay Grade: 34
Date opened: 08 Jan 2023 Eastern Standard Time
Applications close: 29 Jan 2023 Eastern Standard Time
General Summary:
UMass Boston is committed to using technology to better support all of our
students. We are building an integrated CRM solution to help various
stakeholders across campus (including academic advisors, administrative
support staff, and student affairs leads) use better tools and information
for supporting students, and more seamless ways to connect with each other and
provide holistic student service. This is an exciting time to work with a wide
range of technology tools, centered on the Salesforce CRM solution and
including partner products like SMS Magic, OnceHub, FormAssembly, and Acuity.
The CRM Application Administrator utilizes technical skills to support
operations and projects across a wide range of campus initiatives. They
collaborate with IT Application Services and Project Managers to deliver high
quality support as a trusted partner for campus stakeholders. This position
requires Salesforce technical expertise and a demonstrated ability to learn
new technologies and work collaboratively to improve our CRM technology
solutions.
Examples of Duties:
Provide Salesforce system administration duties to support campus operations
and projects. Follow established procedures for Salesforce administration and
daily operations, develop standards such as naming conventions and procedures
for migrating changes between Sandbox instances into production.
Common duties include:
Configuration of custom objects, custom fields, page layouts in Lightning
Management of record types and picklist values
Setting up security of profiles, roles, sharing rules, and field level
security
Report and Dashboard development as well as custom report type setup and
folder management
Case management maintenance including email to case, case record types,
case assignment rules, support processing and auto-response rules
Development of Salesforce automations using Flows
User access management
Provide Salesforce partner product system administration duties to support
campus operations and projects such as:
Form Assembly support including form development thru API integration
SMS Magic support for text messaging campaigns
Calendaring integration and access
Collaborate with Enrollment Management staff, other CRM Application
Administrators and the Salesforce Sponsors group to operationalize and
support Salesforce and partner product solutions for the campus. Full
life-cycle involvement includes design, configuration, development,
testing, documentation and delivery. All solutions should be optimized for
data integrity, system performance, and customer usability.
Participate in the management of Salesforce applications through daily
operational duties and operations meetings. As needed, join project
managers at core team meetings
This role requires the on-going development of Salesforce and partner
product skills and certifications necessary to provide application
management and support. Skills and knowledge development are key to
helping maximize campus use of technology. Actively engage in Salesforce
Trailheads, webinars, support forums to maintain awareness of Salesforce
and other product functionality.
Ensure the daily data integration processes into Salesforce runs
seamlessly and help mitigate identified issues.
Communicate with supervisor and department peers to share information
related to projects, identified issues, and to maintain awareness of
activities occurring across the organization.
Promote the University's commitment to customer service by building
effective partnerships with co-workers throughout the University by freely
sharing appropriate information and assisting when needed, ensuring
optimum service to all internal and external partners in response to all
requests for service and information, and maintaining an environment that
is welcoming to persons of all backgrounds, nationalities, and roles.
Advise on Salesforce capabilities that impact solution architecture and
delivery options
Have access to all data stored in Salesforce and be trusted to manage
appropriately
Have ability to make changes to the Salesforce system and many third-party
applications. Must follow change control process to reduce/eliminate
changes that can cause system deprecation or failure.
Make recommendations on integration and software purchases
Engage in detailed planning and testing to ensure appropriate data sharing
occurs in support of defined business requirements to enable successful
deployment of a single CRM across many departments
Access Salesforce documentation and support to effectively research
software options to meet business needs
This position may supervise student or vendor resources assigned to
deliver Salesforce development and other deliverables.
On occasion, represent UMass Boston at industry conferences and events
Performs other related duties as assigned.
Qualifications:
Bachelor's Degree required. Degree in Management Information Systems,
Computer Science or related field a plus.
One (1) year of work experience performing hands-on Salesforce
administration duties in a higher education environment or comparable
setting.
Preferred Qualifications:
Experience performing Salesforce development duties such as complex
automations; API integrations; Visualforce; Apex; Flows, etc.
Experience using Salesforce partner products including Form Assembly, SMS
Magic, OnceHub, LivePerson and DemandTools.
Demonstrated experience with Salesforce Higher Education Data Architecture
(HEDA)
Knowledge, Skills and Abilities:
Demonstrated ability to manage project tasks within deadlines
Demonstrated ability to learn new technologies and apply knowledge to
deliver software solutions that support business needs.
The ability to manage competing priorities across departments
The ability to work effectively with diverse groups
Strong verbal and written communication skills
Application Instructions:
Please apply online with your resume, cover letter and list of three
professional references.
Review of candidates will begin following the application closing date.
Only Internal candidates in the Professional Staff Bargaining Unit will be
considered during the first 10 business days of the posting. All other
candidates will be considered after that period.
Salary Ranges for the appropriate Pay Grade can be found at the following
link:
Grade:34
Salary Ranges
This is an exempt union position.
All official salary offers must be approved by Human Resources.
UMass Boston requires all employees to be vaccinated against COVID-19 and to
confirm proof of their vaccination status. Exemptions from the vaccine
requirement will be permitted only for qualifying religious or medical
reasons.
Applications close: 29 Jan 2023 Eastern Standard Time
