Salesforce Administrator

Duties and Responsibilities

• Performs administrative functions such as user management, profiles, roles, permissions, rules, assignment rules, queues, licenses, capacity, storage management, and other routine tasks
• Works with institutional management teams to establish suitable processes to support administrative, development, and change management activities
• Works with Business Analyst, Technical Director and SMEs to define and document development requirements for new solutions or enhancements to existing functionality and procedures
• Prototypes and builds objects, fields, validation rules, page layouts, calculated fields and workflows based on user requirements to support new projects or enhancing existing functionality and procedures
• Completes regular internal system audits and prepare for upgrades in coordination with Technical Director
• Reviews QA and reviews UAT test scripts
• Assists with maintaining documentation in support of end-user training and mapping
• Assists with end user training
• Manages and maintains Salesforce integrations with Marketing Cloud, Mogli, Five9, and FormAssembly other applications
• Manages student applications and request of information forms
• Monitors the operation of assigned processes and responds to problems by diagnosing and correcting errors in logic
• Ability to triage issues as they come in to help with assignment and routing of support needs
• Ensures effective and accurate tracking and logging of Salesforce support and related report issues
• Provides quick and efficient response time for escalated Salesforce cases
• Utilize best practices to perform operational support, enhancements, bug fixes as needed to the Salesforce.org platform
• May include other responsibilities as assigned
• This position could potentially supervise other administrators or any student workers/interns necessary to support the duties/responsibilities outlined above

Qualifications: According to Indiana Wesleyan University employment policy all employees must possess a strong Christian commitment and adhere to the standards outlined in the IWU Community Lifestyle Statement.

Education

• Bachelor's Degree in Analytics, Computer Science, Information Systems, Business Administration or an appropriate combination of education and relevant work experience

Experience

• Minimum of two (2) years Salesforce experience is required, including providing technical and administrator support for CRM implementations, establishing security model, and enhancing applications via configuration and customization
• Salesforce Administrator Certification required, with additional certifications a plus
• Experience in the facilitation of requirements gathering sessions, writing scopes of work, specifications, and represent the functional needs of end-users on technical projects
• Experience in applying Salesforce best practices through all phases: initial design architecture, system maintenance, security, data integrity, etc.
• Experience with FormAssembly, telephony, SMS integrations
• Experience writing technical and end-user documentation
• Proven working experience in providing help desk support
• Higher education experience preferred, but not required
• Demonstrated ability to work effectively with individuals from diverse communities and cultures

Required Skills

• Confident in making decisions, accurate, detail-oriented, and able to problem solve/analyze
• Ability to build and maintain Salesforce custom objects, flows, formula fields, workflows, and custom views
• Excellent analytical and problem-solving skills and can effectively interact with IWU stakeholders to resolve business issues in a timely manner
• Exceptional communication and interpersonal skills; demonstrated ability to assemble and present information clearly and concisely
• Must be highly organized, flexible and able to meet deadlines, and handle and prioritize simultaneous requests
• Ability to work independently

LIMITATIONS AND DISCLAIMER

As a religious educational institution operating under the auspices of The Wesleyan Church, Indiana Wesleyan University is permitted and reserves the right to prefer employees on the basis of religion (42 U.S.C., Sections 2000e-1 and 2000e-2).

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Employees will be required to follow other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.