Manager, Salesforce Administration

Manager, Salesforce Administration

Dedicated to quality, innovation, engagement, integrity, and inclusion, Information Technology/Enterprise Application Services (IT/EAS) maintains the highest standards in providing a wide range of software solutions to units throughout the University. IT/EAS maintains software systems that support the University's core business as well as develops custom applications in partnership with DU departments to enhance services to our community. Our services range from consultation to implementation to continuous support of software solutions. Services include:

• Software implementation, support, and development
• Secure access to institutional information
• Database development and administration
• Data interfaces
• Document Management
• Workflow solutions
• Business Process analysis and improvements
• Consultation with DU departments on software development or purchase
• Data Warehouse administration, reporting, and data mining
• Business Intelligence, Advanced Analytics, and Dashboards
• Application configuration and support
• Intranet, Web, and Mobile Development

IT/EAS ensures the current and future software applications are efficient and effective, maintains an appropriate balance between leading-edge activities and core business processes, and provides appropriate information access and data security. IT/EAS is responsible for all aspects of the Enterprise Resource Planning (ERP) system, Database Management, Data Warehouse administration, Information Analytics (BI), Constituent Relationship Management (CRM) systems such as Student Recruitment CRM, Student Success CRM, and Advancement CRM, Learning Management System (LMS), Document Management, and Workflow.

Position Summary

The Manager, Salesforce Administration reports to the Director, Business Analysis in the IT/Enterprise Application Services (IT/EAS) department in the Division of Information Technology (IT). The Manager, Salesforce Administration has supervisory responsibility over Salesforce administrators supporting the enterprise and unit-specific Salesforce platforms. This position and the Salesforce administrators they oversee are primarily responsible for the day-to-day delivery, deployment, configuration, and support of the enterprise Salesforce CRM and Salesforce Marketing Cloud platforms as well as other Salesforce CRM instances. This position and their team will also perform business process needs analysis, data reporting and analysis, respond to production support issues, coordinate system enhancements and upgrades, write ad-hoc reports, and manage cross-functional projects. This position interfaces with various stakeholders across campus, Salesforce, Salesforce vendor partners, and IT teams to maintain and support the Salesforce platforms and related applications and integrations.

Essential Functions

Leadership:

• Develop strong relationships with unit leaders and departments using Salesforce across campus.
• Hire, train, review, and supervise a team of Salesforce administrators within IT.
• Provide technical training to improve skill sets and mentor team members in best practices.
• Manage complex communication, build collaborative trust, and focus people on results.
• Assist with project management to ensure deadlines are met effectively and efficiently.
• Assist the Director, Business Analysis in the development and implementation of strategic directions for system, process, and technology needs.
• Lead the adoption of standards and procedures for all aspects of software implementation.
• Take a lead role in implementations, configurations, and ongoing support.

Software Administration:

• Serve as the functional subject matter expert and primary system administrator of the enterprise Salesforce CRM, including core functionality and all related applications and integrations.
• Serve as a subject matter expert and system administrator of Salesforce Marketing Cloud.
• Identify, gather, and document business requirements from users and stakeholders.
• Perform configuration tasks to satisfy requests from end users for enhancements and fixes.
• Work with IT/EAS to coordinate the design, testing, and deployment of system enhancements, process automations, and integrations between Salesforce, the enterprise ERP (Ellucian Banner), and other systems.
• Develop test use cases and perform user acceptance testing for upgrades and enhancements.
• Track and document changes in functional requirements and write detailed procedures that can be easily understood by users.
• Provide enterprise-wide tier-2 and tier-3 application support.
• Develop recommendations and coordinate issue resolution with IT/EAS and software vendors.
• Troubleshoot, identify, and track software issues to ensure resolution.
• Document and communicate problem resolutions.
• Oversee user and license management, including new user setup/deactivation, roles, profiles, permissions, and public groups.
• Perform frequent data quality checks to ensure system data is accurate.
• Perform backup of Salesforce configuration and test recovery regularly.
• Analyze and evaluate current business processes, workflows, reports, and tools. Make recommendations for development, improvement, or simplification.
• Develop appropriate training materials to support end-user training.
• Research, configure, and schedule standardized reports within Salesforce.
• Create ad-hoc reports, data queries, standard reports, and dashboards to support business needs.
• Responsible for independently leading multiple projects or large complex projects with cross-functional teams.
• Serve as primary technology liaison between IT/EAS and software vendors.
• Support EAS team members and monitor user adoption of Salesforce tools.

Other Functions

Other duties as assigned.

Supervisory Duties:

000856 - Salesforce Admin I 000848 - Salesforce Admin I 005895 - Salesforce Admin I

Knowledge, Skills, and Abilities

Ability to attract, retain, motivate, coach, and develop team members for high performance

Aptitude to influence, build relationships, navigate politics, manage conflicts, and negotiate

Ability to identify potential risks in large projects and plan for the unexpected

General understanding of CRM principles

Strong understanding of Salesforce CRM platforms

Basic knowledge of Salesforce Education Cloud and Salesforce Marketing Cloud

Ability to gather detailed business requirements and analyze business processes and data

Ability to perform system administration, configuration, testing, and training

Ability to explain technical concepts effectively to a variety of stakeholders and non-technical audiences

Ability to think through complex problems, develop solutions, and deal with a variety of situations where only limited standardization exists

Strong analytical skills

Basic project management skills

Solid foundational understanding of Microsoft Office products Excel, Word, Outlook, and Teams

Ability to read, analyze, and interpret general business correspondence, policies, and technical procedures

Ability to utilize general mathematical concepts

Ability to analyze data and interpret/visualize data for various audiences

Ability to prioritize and organize a high volume of work

Ability to communicate clearly and concisely, both orally and in writing

Attention to detail is critical

Ability to work effectively in a team environment

Strong troubleshooting and problem-solving skills

Ability to use intuition and apply knowledge from previous experiences

Committed to providing excellent customer service and innovative problem-so