Sr. CRM Administrator- Information Technologies- Enterprise Systems & Cloud Services

Sr. CRM Administrator- Information Technologies- Enterprise Systems & Cloud Services

Job no: 500519

College / VP Area:Vice President for IT

Work type: Staff

Location: Newark/Hybrid

Categories: Information Technology, Full Time

PAY GRADE: 31S

CONTEXT OF THE JOB:

Under the limited direction of the Director, Application Development, the Senior CRM Administrators works within the University of Delaware Information Technologies (UDIT) (www.it.udel.edu). Information Technologies provides the IT infrastructure, central IT systems and applications, and IT services for University of Delaware teaching, learning, research, administrative, and outreach activities.

The IT Enterprise Systems & Cloud Services (IT-ESCS) unit in Information Technologies supports the University’s central computing systems, including enterprise class client/server, data storage and retrieval systems, web, e-mail servers, the enterprise systems (human resources, student information, and financials), central databases, reporting, and fundraising systems. The unit is responsible for the development of new and improved campus business practices and processes and the support of core business and information systems that are critical to the University’s strategic plan and the institutional mission. Support is also provided for enterprise architecture, business intelligence and analytics, cloud strategy, identity access management, mobile applications, and workflow and document management, and for the institution wide web-based information services that support the core business systems.

The incumbent is considered essential personnel and provides on-call support for critical systems.

MAJOR RESPONSIBILITIES:

• Manage the Salesforce ecosystem with technical responsibility for the operational stability of Salesforce and its dependencies, including modules, processes, system health, security, system configuration, system workflows, data integration, and vendor management.

• Serve as an expert resource to manager, director, and colleagues in the department and IT organization.

• Serve as the primary technical liaison between UDIT and vendors, contractors, as well as internal and external customers.

• Maintain knowledge with respect to relevant industry and CRM standards, recommendations, and guidelines. Contribute to the planning, leadership, and support regarding technical initiatives and innovative solutions. Participate in strategic and long-range planning for CRM services.

• Lead, support and advance the CRM and CRM data governance framework.

• Develop and provide support for custom development, including the creation of reports, extracts, automation, coordination with ETL developers for data integration.

• Conduct business process analysis, requirements gathering, documentation, coordination and communication.

• Manage multiple work projects, propose system enhancements, and implement new functionality and supports multiple critical services.

• Create and maintain documentation on processes, policies, application configuration as the platform is enhanced and extended.

• Coordinate production support and maintain the daily production schedule of the CRM systems.

• Responsible for the inflow and outflow of data from internal and external systems, including integrity of the data, process optimization and auditing.

• Provide integration support for external vendors.

• Participate in internal and external training programs.

• Provide instruction for internal training programs; cross-train coworkers on administration and configuration.

• Coordinate CRM training where needed.

• Serve as the subject matter expert or project manager on complex projects, including the design and development of interfaces between Salesforce and internal and external sources.

• Establish and maintain appropriate working relationships with colleagues, vendors, and clients. Follow University policies and procedures governing IT efforts.

• Contribute to the planning, leadership, and support regarding technical initiatives and innovative solutions.

• Work within the department’s overall strategic plan following project priorities and scope.

• May supervise and/or lead more junior level colleagues and/or student employees.

• Performs miscellaneous job-related duties as assigned.

QUALIFICATIONS:

• Requires a bachelor’s degree in a related field with five years of experience or an equivalent combination of education, certification, and experience.

• Three years of Salesforce administration, development, and support preferred.

• Salesforce Administrator Certification preferred.

• IT project management related experience preferred.

• Working knowledge of the Salesforce ecosystem including CRM, Marketing Cloud, and Education Cloud, as well as others.

• Experience with data management and the ability to transition institutional information from outside sources.

• Proven experience supporting mission critical and highly reliable systems.

• Ability to think critically and creatively about how the Salesforce platform can be used to increase efficiencies and provide a more holistic experience to students, employees, and other constituents.

• Ability to administer security roles, build workflows, write rules, build reports and dashboards using CRM tools.

• Experience developing web content.

• Experience designing and managing integrations with Enterprise Resource Planning/Student Information Systems.

• Ability to work with minimal supervision.

• Demonstrated service-oriented mindset.

• Programming experience in various languages is preferred.

• Committed to fostering a workplace culture of belonging, where diversity is celebrated and equity is a core value.

Notice of Non-Discrimination, Equal Opportunity and Affirmative Action

The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.

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