Application Administrator, Salesforce

Company Overview:

A leading education services provider that offers respected, innovative and affordable educational programs and services through its wholly owned subsidiaries: American Public University System (APUS), which encompasses American Public University (APU) and American Military University (AMU); Rasmussen University, and Hondros College of Nursing (HCN).

Job Summary:

The Salesforce Administrator is responsible for the administration and support of the Salesforce environment at American Public Education, Inc. (APEI), ensuring availability, proper function, and access for the business. Salesforce is APEI’s primary customer engagement platform, comprised of Service Cloud, Marketing Cloud, and various AppExchange apps.

The individual in this role will lead and participate in system configuration, maintenance, system enhancements, upgrades, creation of reports and dashboards, end-user training, and data integrations. They will mentor and assist support staff to ensure accurate and timely diagnosis/resolution of application issues that impact workforce productivity. They will also partner with development staff, business analysts, and business leaders to identify, define, analyze and implement changes and enhancements that meet business requirements in a dynamic, fast-paced environment.

Primary Responsibilities:

• Obtains understanding of the American Public Education, Inc. (APEI) or its affiliates’ application environment including the applications and interdependencies of those applications.
• Responsible for the overall configuration, design, functionality and end-user support of the Salesforce platform including Service Cloud, Marketing Cloud, and other installed packages to ensure maximum usability and system availability.
• Assist with the integration of applications with Salesforce including Marketo, Data Robot, Student Information System, Data Warehouse, etc.
• Configure and maintain custom objects, record types, fields, page layouts, formulas, data validation rules, custom workflows, approval processes, installed packages, etc.
• Responsible for deployments to lower testing environments and production environment using manual and automated deployment methods.
• Maintain user roles and profiles, security settings, access settings, etc. (User Profiles, Role Hierarchy, Sharing Rules and Security) and maintain appropriate documentation.
• Collaborate with IT Support in the diagnosis and resolution of issues impacting employee productivity and business throughput.
• Collaborate with IT Analysts and Stakeholders to gather and analyze requirements, and propose solutions that leverage Salesforce functionality.
• Works with Development team on proposed solutions and documentations
• Translate approved solutions into actionable deliverables, ensuring high levels of quality, accuracy and process consistency.
• Manage deployments, data imports, de-duping, backups, and cleanup.
• Identify production risks and areas for improvement; prioritize, design and facilitate successful implementation and adoption of new processes. Ensure system backups are in place and reliable.
• Collaborate with Business Operations, Information Technology and other business stakeholders to drive high levels of data integrity and operational reliability of our standardized business analytics, tools and processes.
• Actively participates in the change management process and follows processes and procedures for the SDLC.
• Ensures 24x7x365 availability for identified internal mission critical services.

• Performs other duties as assigned.

Essential Skills:

• Strong initiative and ability to work with limited supervision and/or without direct supervision.
• Ability to continuously learn and develop new skills to maintain technical currency.
• Excellent problem solving abilities.
• Strong troubleshooting skills.
• Methodical, organized and detail-oriented.
• Strong ability to work collaboratively within a team to solve problems.
• Excellent verbal and written communication skills.

• Demonstrated listening, analytical, organizational, and time management skills
• Demonstrated ability to work independently and cross-functionally, including in high-pressure situations
• Demonstrated ability to drive a project from conception to completion.
• Working knowledge of MS Office products including MS Word, Excel, PowerPoint, Visio, and Project.
• Ability to remain flexible enough to meet the demands of a fluid and changing environment.

Required Education and Experience:

• Bachelor’s degree in Information Technology, Computer Science, or a related field required

• SFDC Administrator certification required
• Experience using Gearset or other automated deployment methods preferred.
• Minimum of 3 years of experience implementing and supporting technically complex solutions in Salesforce.
• Strong proficiency Profiles/Roles and Sharing Rules, Validation Rules, Tasks, Workflow rules, Email Services, Sites, Tabs, Custom Objects, Object Relationships, Security Model, Custom Settings, etc.
• Extensive understanding of the Salesforce.com data model and how and when to create custom objects, junction objects, and other model items.
• Experience with the Salesforce.com APEX data loader and other data loading tools.
• Well versed with customization and configuration best practices – leverage out-of-the-box versus custom build.
• Ability to develop custom declarative and programmatic solutions to enhance service console channels such as Live Agent, Omni-Channel, Email-to-Case, Web-to-Case, and others.
• Ability to understand complex business processes and work with both business and IT personnel
• Ability to dig into data, surface actionable insights and demonstrate sound judgement and decision-making skills
• Background creating and interpreting operational metrics and reports

• Prior business experience in higher education and an advanced degree are preferred.

Work Environment, Physical Demands, and Travel:

• Ability to effectively work remotely based on department needs.
• Occasional travel to branch office at Charles Town location required.
• Ability to lift boxes up to 50 lbs.
• Core coverage hours of support are Monday-Friday 8:00am- 5:00pm but this position may be part of the rotating 24x7x365 on call schedule.
• Ability to perform after hours and weekend work essential.
• Requires high speed Internet connection, a dedicated work space within place of residence.

Compensation and Benefits:

• American Public Education, Inc. seeks to offer a competitive salary and benefit package
• This is an exempt position which pays at a minimum of $80,000 annually based on experience.
• Information regarding our staff benefits may be found here: https://www.apus.edu/about/careers/staff

Equal Employment Opportunity:

It is the policy of American Public University System (APUS) and American Public Education, Inc. (APEI) to afford equal opportunity to all qualified persons. We treat all qualified individuals equally as to their recruitment, hiring, assignments, advancements, compensation, and all other terms and conditions of employment. of American Public University System (APUS) does not discriminate on the basis of race, color, religion, creed, sex, age, national origin, sexual orientation, or physical, mental, or sensory disability, or any other characteristic protected by law.