Application Administrator, CRM

Job Purpose:

The Application Administrator supports implementation and maintenance of Salesforce solutions across Gonzaga's diverse schools and business units. This Administrator will work within the CRM team to design, implement, and support Gonzaga's Salesforce environment (Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud).

Essential Functions:

• 45% - Application Administration
  • Problem Solving and Process Optimization:
    • Employ problem-solving skills to identify, document, and evaluate requirements, perform gap analysis evaluate requirements, create technical training, design documents, and implement solutions that enhance operational efficiency.
    • Apply technical knowledge of the application/platform to analyze usage, functionality, and fit with strategic need, and lead troubleshooting and operational support.
  • System Management and Oversight:
    • Manage system administration duties, ensuring the smooth operation and performance of organizational systems.
    • Ensure stability and scalability of the application platform and data objects by regularly applying system updates ensuring operational uptime in alignment with SLAs, conducting system and data audits, enforcing security and governance policies, administering application security and governance policies, administering application security and user access, managing the user access and backup and refresh cycle, and overseeing the flow of data into and out of the application.
  • Data Management:
    • Assist in maintaining data integrity by performing data imports, data cleansing, and data quality checks.
    • Ensure data is accurate and up to date.
  • Configuration and Customization:
    • Responsible for the configurations and customizations of the application by creating and modifying fields, page layouts, record types, and workflows to meet business requirements focusing on innovative approaches to meet key business needs and opportunities.
    • Ensure data compliance with university data security standards, policies, guidelines, and procedures.
  • Integration: Collaborate on the data mapping and integration of the application with other business systems and applications.
  • Collaboration:
    • Build and maintain robust, collaborative relationships with cross-functional teams and university stakeholders to gather requirements and implement solutions to address business needs.
    • Serve as a application advisor to academic and administrative leaders, ensuring IT strategies align with departmental and university-wide objectives.
    • Proactively engage campus community members, in alignment with the Technology Transformation Manager in the overall planning and change management for anticipated features/enhancement releases; long-term road mapping for enterprise applications
    • In collaboration with Business Analysts, Engagement Managers, and Technology Transformation Manager advocate for university departments, clearly defining and communicating their business requirements for IT projects and improvements.
  • Change Management:
    • Work closely with project teams to identify potential impacts of change and develop appropriate mitigation strategies.
    • Collaborate with other members of Strategy and Engagement to develop and execute detailed change management plans, and communicate organizational changes related to technology transformations, ensuring effective adoption and integration. 
• 25% - Continuous Service Improvement
  • Service Improvement and Best Practices:
    • Engage in continuous improvement of services, staying abreast of industry best practices and technological advancements.
    • Ensure alignment of services with strategic business objectives.
  • Strategic Business Analysis: Work with team members to map out key business processes, identifying areas for improvement and aligning solutions with business goals.
  • Data-Driven Decision Making: Utilize analytical tools and techniques to provide insights and support decision-making processes, contributing to the overall effectiveness and efficiency of solutions.
  • Policy Development and Application Governance: Collaborate with internal teams to set standards and policies and administer systems focusing on monitoring, troubleshooting, and performance analysis.
  • Reporting and Documentation: Create and maintain reports and dashboards to provide valuable insights to management and end-users. Maintain detailed documentation of configurations, customizations, and processes for reference and training purposes. 
• 20% - User Support & Troubleshooting
  • Primary support responder for Tier, I, II, and Tier III, as needed, for day-to-day support to users, including troubleshooting issues, answering questions, and providing training and guidance as needed.
  • Assist with data reporting for users of university CRMs (Salesforce and Slate) and maintain strong relationships with functional clients.
  • Serve as knowledge source for end users - educate, share industry best practices, and direct others to applicable resources as necessary.
  • In collaboration with IT Communication and Training Specialist, perform administrative functions including communication of upgrades, new features, service outages and maintaining process documentation.
  • Manage all aspects of user access and licenses, including user setup and deactivation, roles, profiles, permissions, public groups, sharing rules.
  • Ensures protocol and training requirements are followed prior to granting production access.
  • Monitor license allocation, license usage and advise on annual licensing needs. 

• Additional Duties as Assigned by the Department

Educational Requirement:

Bachelor's Degree or Equivalent Experience

Years of Related Experience Requirement:

3 years

In lieu of the educational qualifications, candidates may qualify with equivalent professional experience at a ratio of one year of experience for each year of required education. 

Preferred Qualifications:

• Salesforce Certified Administrator.
• Experience delivering Salesforce application services (e.g. standard/custom objects & fields, process builder/workflows, validation rules, user/profile admin, page layouts, reports & dashboards).
• Experience working in higher education.

Physical & On-Campus Requirements:

In-Office Presence - Ability to work on-site in typical office setting and participate in in-person meetings with colleagues: 4 days/week

Standing/Sitting - Ability to remain in a stationary position for a prolonged period: Daily (>75% of time)

Walking - Ability to move about on foot to accomplish tasks: Rarely (1%-49% of time)

Lifting/Carrying - Ability to move or transport objects up to a specified weight (e.g., 50 pounds): Rarely (1%-49% of time)

Attention to Detail - Ability to focus on detailed tasks for extended periods: Daily (>75% of time)

Problem-Solving - Ability to identify and resolve issues effectively: Daily (>75% of time)