Salesforce Administrator I or II

Apply now Job no:497146
Work type:Staff Full-Time
Location:Denver, CO
Categories:Information Technology
Division: Information Technology

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
• Web and Mobile

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), Customer Relationship Management (CRM) systems, 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 to support business needs.
• Responsible for independently leading multiple projects or large complex projects with cross-functional teams.

Other Functions:

• Other duties as assigned.

Supervisory Duties:

Knowledge, Skills, and Abilities

• General understanding of CRM principles
• Knowledge of Salesforce CRM and Marketing Cloud platforms
• Knowledge of Salesforce Education Cloud, Marketing Cloud, Experience Cloud, and Service Cloud preferred
• Knowledge of email marketing and marketing automation concepts
• Ability to gather detailed business requirements and analyze business processes and data
• Ability to perform system administration, configuration, testing, and training
• Ability to explain technical concepts effectively to a variety of stakeholders and non-technical audiences
• Solid foundational understanding of Microsoft Office products Excel and Word
• Ability to read, analyze, and interpret general business correspondence, policies, and technical procedures
• Ability to utilize general mathematical concepts. Ability to apply concepts and analyze relevant data.
• Ability to prioritize and organize a high volume of work
• Ability to communicate clearly and concisely, both orally and in writing
• Attention to detail is critical
• Work effectively in a team environment
• Ability to use intuition and apply knowledge from previous experiences
• Committed to providing excellent customer service and innovative problem-solving
• Team-oriented
• Collaborative
• Engaged, professional, supportive
• Challenge the status quo to seek the highest levels of performance and service quality

Competencies

• Communication
• Demonstrates clear, timely, and consistent speaking, listening, and written communications. Listens and seeks clarification and responds clearly to questions. Listens actively and communicates with others to build trusting relationships. Written communication is clear, grammatically correct, effective, and relative to the needs and scope of one’s role. Relates effectively to all levels of the institution. Fosters connections and a collaborative approach.
• Dependability
• Reports to work regularly on time and is accountable during the workday. Cooperates and interacts with employees inside and outside of the work unit contributing to improved operations. Aligns individual efforts with university and unit goals. Takes ownership of work and is accountable for outcomes. Is aware of and follows University policies and procedures. Establishes trust and respect by following through on commitments. Completes tasks and assignments with minimal supervision. Committed to meeting deadlines.
• Inclusiveness
• Actively creates and supports an inclusive and equitable workplace by embedding diversity into all aspects of the workplace. This may include policies, procedures, training, mission, values, goals, office climate and culture, interactions with colleagues and co-workers, leadership practices, programming, hiring, marketing, evaluation, promotion, and other workplace dimensions.
• Initiative
• Contributes fresh ideas that provide solutions to the work in one’s role or beyond, where relevant. Identifies ways to stay current in one’s role and to meet organizational needs. Uses sound judgment to develop new insights into situations and applies different and novel solutions to make improvements. Utilizes analytical and conceptual abilities to formulate a practical plan with a positive impact. This competency is focused on turning ideas into action. Thinks beyond the immediate imperative to the future. Challenges norms with innovative thinking and approaches.
• Work Quality
• Demonstrates a commitment to quality by taking pride in one’s work, striving for excellence, and delivering the best possible results. Completes work assignments thoroughly and in an accurate, prompt, and organized manner. Identifies and corrects errors. Pays attention to detail. Looks for opportunities to improve outcomes and generate ideas for building process efficiencies. Utilizes feedback to improve work and builds on previous learnings. Welcomes constructive feedback and monitors own work to ensure quality.

Required Qualifications

• Salesforce Administrator I:
• Bachelor’s Degree or equivalent experience in a Salesforce Administrator position
• Salesforce Certified Administrator or minimum 1-year experience as a Salesforce Administrator
• Salesforce Administrator II:
• Bachelor’s Degree or equivalent experience in a Salesforce Administrator or Salesforce Marketing Cloud Administrator position
• Salesforce Certified Administrator or Salesforce Certified Marketing Cloud Administrator
• Minimum 3 years experience as a Salesforce Administrator or Salesforce Marketing Cloud Administrator

Preferred Qualifications

• Degree in business administration, computer information systems, management information systems, or another related field
• Experience in a higher education working environment

Working Environment

• Standard office environment.
• Unexpected interruptions occur often, and stress level is moderate to high.
• Noise level is quiet to moderate.

Physical Activities

• Ability to sit in front of a computer for an extended period of time.
• Occasionally required to move about the office/campus with the capability of transporting objects up to 20 lbs.

Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m. with some evenings and weekends as needed.

In accordance with the University’s flexible work policy, this position is eligible to be considered for partial or full remote work. Further details regarding this plan will be determined with the hiring manager and are dependent on the division and team specific needs.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) March 14, 2024.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number:

• Salesforce Administrator I:
• The salary grade for the position is 11.
• Salesforce Administrator II:
• The salary grade for the position is 13.

Salary Range:

• Salesforce Administrator I:
• The salary range for this position is $65,000 - $75,000.
• Salesforce Administrator II:
• The salary range for this position is $80,000 - $90,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits:

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver .

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; Equal Pay Act; Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Workers' Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement .

All offers of employment are contingent upon satisfactory completion of a criminal history background check.