Rutgers, The State University of New Jersey is seeking a Systems Administrator for the National Call Center at Rutgers, University Behavioral Health Care.
The Systems Administrator reports to the Director of IT and works collaboratively with other members of the UBHC National Call Center to provide business analysis and administrative support of our Salesforce Customer Relationship Management (CRM) solution. The administrator will work closely with functional leaders, organizational units and subject matter experts to identify, develop and deploy new business processes. This position will also work closely with Salesforce and the appropriate delivery teams to design future state technology solutions for the Call Center.
Among the key duties of this position are the following:
Serves as primary system administrator for the Salesforce.com environment with 100-300+ users.
Utilizes Dataloader or other means to manage input/output of integration files.
Conducts business process analysis, requirements gathering, documentation, coordination and communication.
Responsible for executing on the day-to-day configuration, support, maintenance and improvement to the Salesforce platform.
Manages necessary system upgrades in all Salesforce environments as well as coordinates testing all impacted areas and workflows.
Handles all basic administrative Salesforce functions including user account maintenance, reports and dashboards, workflows and other routine tasks.
Assists in the training of new users, and grow skill sets across the Call Center.
Minimum Education and Experience:
Bachelor's Degree in Computer Science, Engineering, Business Administration or a STEM field.
Minimum three (3) years of Salesforce administration and support.
Three (3) years of IT project management related experience.
Experience working with Salesforce Service Cloud, Lightning and Knowledge.
Required Knowledge, Skills, and Abilities:
Ability to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results through the use of strong interpersonal and diplomatic skills.
Ability to thrive in a team environment, working with colleagues on all levels independently and in consultation with the support team members as appropriate.
Excellent written and verbal communication skills.
Demonstrated ability to work in a fast-paced, deadline driven environment.
Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication and influencing skills, and technical expertise.
Ability to work with changing priorities and multiple projects.
Ability to be precise and attentive to detail.
Ability to work with minimal supervision.
Equivalent education experience and or training may be substituted for the degree requirement.
Master's Degree in Computer Science, Engineering, Business Administration or a STEM field.
Minimum of five (5) years of IT-related experience with a preference in a higher education environment.
Experience working with Salesforce Higher Education Data Architecture (HEDA) model, and Salesforce Marketing Cloud, Mobile and Communities.
Experience with Form Assembly and Conga applications Understanding of key Salesforce architectural concepts (e.g. API and governor limits, security models and techniques).
Programming experience in various languages.
Comfortable building and demonstrating prototypes in Salesforce.
Integration experience with an ETL tool and the ability to analyze, design and optimize business processes via Salesforce technology.
Ability to work weekend and off-hour work on occasion.
Posting Number: 19ST4950
Location: Piscataway (RBHS)
Internal Number: 106831
About Rutgers University
Rutgers, The State University of New Jersey, is a leading national public research university and the state's preeminent, comprehensive public institution of higher education. Rutgers is dedicated to teaching that meets the highest standards of excellence; to conducting research that breaks new ground; and to turning knowledge into solutions for local, national, and global communities. As it was at our founding in 1766, the heart of our mission is preparing students to become productive members of society and good citizens of the world. Rutgers teaches across the full educational spectrum: preschool to precollege; undergraduate to graduate and postdoctoral; and continuing education for professional and personal advancement. Rutgers is New Jersey's land-grant institution and one of the nation's foremost research universities, and as such, we educate, make discoveries, serve as an engine of economic growth, and generate ideas for improving people's lives.