The Salesforce Administrator for CRM is primarily responsible for managing and supporting the Salesforce-based Customer Relationship Management (CRM), and will lead all or most CRM implementation projects. They will also share support responsibilities for other selected user-facing applications within Computing and Telecommunications Services (CaTS).
A Bachelor's degree and 4 years of experience in information technology; or a minimum of 2 years post-secondary education in a relevant field and at least 7 years of experience in information technology.
Minimum 2 years of Salesforce Administrator experience.
Good verbal and written communications
Customer oriented but considers cost/benefit before addressing or proposing solutions
A Master's degree in business, computer science, management information systems, project management or close equivalent.
Salesforce Administrator Certification.
Projects or team lead experience is plus.
Experience and/or education in marketing.
Expertise administrating any of the following applications: CRM, SharePoint, Drupal, Qualtrics or similar platforms is plus.
Higher education work experience with experience in recruiting and admissions a plus.
Essential Functions and percent of time::
40% – CRM Project Management & Business Analysis
Consult with end-users and CaTS staff to define business requirements, identify priorities and provide elegant solutions to meet their CRM needs
Primary contact for new CRM requests
Identify and define requirements for needed content through active dialog with appropriate members of the campus community
50% – CRM Online Administration
Work with analysts on custom development and system integrations
Work with clients and/or analysts to design, create and configure CRM forms and workflows
Create and maintain reports and dashboards
Deploy and maintain workflows and tasks
Ensure feature set and capabilities of Salesforce CRM components are properly configured, functional and used appropriately
Adhere to project deadlines and deliver high quality solutions
Oversee and manage CRM security permissions, workflows and other CRM based components to ensure consistency and best practices are followed by all System Administrators
Troubleshoot and resolve issues escalated through the Helpdesk system
Assist with CRM training where needed
Develop or assist with development of documentation and process guides where needed
Maintain relationships with external CRM support providers
Communicate and enforce policies
Primary contact for CRM client offices
10% – Application Support and Management
Assist in support of selected other applications, e.g., WINGS portal (Drupal), SharePoint, mobile applications, Qualtrics, and other campus-wide applications
Directly address selected problems
Ensure all problems are being addressed in a timely, accurate and consistent manner
Develop strategies or solutions to address recurring problems
To preserve the safety and security of the campus community and to maintain the integrity of university operations, it is the policy of Wright State University before making an employment offer conduct various background checks, such as a criminal record, credit history when job related and/or education verifications. Additionally, an administrative review shall be conducted whenever the university learns that an employee is charged with or convicted of a crime (except for minor vehicle violations). Frequently asked questions related to background checks may be found on the Human resources website at http://www.wright.edu/human-resources.
Effective July 1, 2017, per Policy 7230 Wright State University is tobacco-free. Tobacco use, including the sale, advertising sampling and distribution of tobacco products and tobacco related items is prohibited in all university facilities, on all university owned or leased grounds, university owned or operated residence halls and apartments, and at all university sponsored events regardless of location. Tobacco use is also prohibited in all university vehicles or on any equipment owned, leased or operated by Wright State University. This policy applies to anyone on campus including students, faculty, staff, visitors, consultants, vendors, patients, volunteers, and contractor employees.
Wright State University serves nearly 18,000 students and offers more than 230 undergraduate, graduate, doctoral, and professional degree programs through eight colleges and three schools. Located in the city of Fairborn in Greene County, Ohio, Wright State is conveniently situated adjacent to Wright-Patterson Air Force Base and is less than 10 miles from downtown Dayton. One of our eight colleges, Wright State University–Lake Campus, is a university-operated regional campus on the shores of Grand Lake St. Marys in Celina, Ohio. The Wright State alumni community is more than 109,000 strong. For more information please visit www.wright.edu.