CRM Administrator

About the Role

This position will design, implement, and support CRM solutions for all institutions within the University System of New Hampshire. In this role, this position will serve as an application administrator and design solutions, systems, and processes to support the needs of our business users and will maintain the technical components of the CRM and related applications and integrations. Responsibilities include automation of processes, security design and implementation, system administration and maintenance, upgrades, documentation, and data extraction and integration.

Duties/Responsibilities

• CRM architecture (30%):
  • Work with management and internal teams to identify new and creative opportunities to leverage CRM to support business processes and functions.
  • Develop, deploy and support technical solutions to business challenges.
  • Drive user story analysis, elaboration, and design.
  • Translate functional requirements into technical solutions.
  • Develop custom business solutions using native declarative build-outs and integrated software on the Salesforce platform.
  • Ensure integrity of systems landscape using software development lifecycle best practices.
  • Design testing requirements and protocols.
  • Provide end-user support for use acceptance testing.
  • Maintain and update test environments.
  • Troubleshoot and maintain customizations, software integrations, and technical implementations to support on-going business processes.
  • Use software development life cycle and change management best practices including managing production environment, staging environment and multiple development environments.
  • Lead and manage projects from small to enterprise scale.
• CRM Administration (35%):
  • Manage CRM enterprise operations to best optimize performance and follow best practices for system health and security regarding platform level, user profiles and data-level access.
  • Provision and monitor user accounts, oversee CRM Communities and portals, and monitor storage usage, API usage, and other platform limits.
  • Design and implement system security.
  • Ensure adherence to data integrity, data validation/testing, and follow standardization of technical procedures.
  • Oversee data sharing rules to follow USNH data access policy standards.
  • Build, test, and deploy customizations including page layouts, portals, custom apps, objects and fields, views, reports and dashboards, and forms.
  • Automate business processes and data flows using CRM tools.
  • Learn features and requirements of new releases of CRM and related applications and lead testing, deployment, and documentation of these releases.
  • Work with stakeholders to review vendor release notes and coordinate testing plans.
  • Oversight and coordination of change management practices, maintain calendar of administrative functions and upgrades, oversight for CRM package updates, communicate with stakeholders for vendor upgrades and refresh events.
  • Use software development life cycle and change management best practices.
  • Maintain standardized technical documentation for CRM and related platforms, processes, and workflows.
  • Engage with CRM community members and collaborate with CRM teammates to leverage efficiencies.
  • Other CRM System Administrator duties as needed.
• Business Analysis (35%):
  • Develop and maintain strategic partnership between business needs and technology delivery.
  • Research and analyze departmental needs, preferences, objectives and methods.
  • Serve as a liaison between the business unit, technology teams and support team.
  • Meet regularly with business users to ensure that the CRM environment is designed and set up to support their business processes.
  • Advise and provide guidance and oversight to departmental power users and other distributed administrators.
  • Work with various functions and business users to identify, document, and communicate standard business processes as they relate to CRM.
  • Understand business requirements, lead requirements analysis and business process improvement.
  • Assist business users with new or enhanced CRM functionality.
  • Assist with strategic and tactical planning in areas of responsibilities, especially in areas related to developing and conducting training sessions, including training key users in application system functionality.
• User Support and Training:
  • Provide upper senior level and upper tier technical support to systems within CRM.
  • Troubleshoot technical problems and errors encountered by users and reach out to users to recommend best practices or clarify data entry procedures.
  • Work with vendors and IT staff to escalate and resolve issues as needed to support projects and operations.
  • Support business user informational needs by creating and managing reports and dashboards.
  • Lead new user and custom training sessions.
  • Create, update, and maintain training documentation/media.

Requirements

Minimum Acceptable Education & Experience:

• Bachelor's degree and two years of experience in information technology field, Associate's and four years, or combination of education and experience equal to six years.
• Salesforce experience required, including providing technical and administrator support for CRM implementations, establishing security model, and enhancing applications via configuration and customization.
• Experience gathering, analyzing, and interpreting data to produce reports and dashboards and support data driven decisions.
• Project management and/or change management skills and experience.
• Excellent verbal and written communication skills.
• Experience deploying Salesforce tools in a Higher Education environment.

Preferred Qualifications

• Experience with Slate, Salesforce or other CRM products.
• Ability to manage multiple competing priorities.
• Ability to work both independently and in a collaborative, team-oriented environment.
• Strong analytical skills.
• Demonstrable experience troubleshooting complex technical issues.
• Technical documentation skills.

Pay

$69,560.00 - $124,580.00. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations.

Location

Durham