Salesforce User Support

Located in the heart of the Niagara region – just minutes from one of the world’s most well-known tourism destinations – Niagara College offers more than 130 innovative programs between our campuses in Welland and Niagara-on-the-Lake. Since opening its doors in 1967, Niagara College has grown to become a leader in education and training and one of the most enterprising colleges in Canada.

Applications are invited for the position of Customer Relationship Management (CRM) User Support Specialist in the International Division. This position is located at the Niagara Corporate Business Centre located next to the Niagara-on-the-Lake Campus. The starting hourly rate is $32.42/hr (Pay Band G - $32.42 to 37.57 /hr) for a 35-hour work week. Additional hours may be required as necessary.

Reporting to the Director, International Global Business Development, the successful candidate will be integral to the ongoing development of Niagara College’s Salesforce.com deployment. This will include advising on the integration of the CRM system into existing and new college enterprise software systems, recommending enhancements and assisting with the design of user guides and workflow documents as well as training for staff and functional roles.

Responsibilities include, but are not limited to:

• Serve as primary system “super user” for the Salesforce.com environment
• Handle all basic user support functions including user account maintenance, reports and dashboards, workflows and other tasks
• Respond to maintenance and user support requests, troubleshoot system issues and work with internal and external partners to resolve them
• Monitor and ensure ongoing CRM integration with internal PeopleSoft system
• Maintain a thorough understanding of the data structure and data content in order to facilitate extraction, analysis and compilation
• Collaborate with International division departments to optimize and workflows within the CRM environment
• Enable the Marketing team to continuously monitor and test effectiveness of lead capture and nurture programs
• Evaluate and lead implementation of related new technologies and add-on applications
• Design and generate dashboards, reports and analyses that support better decision making and process improvement

Qualifications:

• Minimum three (3) year diploma or higher in Business, Sales, Marketing, Data Analysis, Computer Programming, Computer Software Engineering, Computer Systems Engineering or a related field and relevant experience
• Minimum of 3-years' experience in a CRM system support role (Salesforce preferred) including data analysis, building, testing and training of staff on using a CRM system as well as building CRM workflows, building and generating reports (in a CRM) and providing ongoing user support for a CRM system
• Highly analytical with the ability to efficiently provide short and long-term solutions
• Understanding of the long-term impacts of CRM development and can identify new opportunities to enhance International Division activities through CRM integration
• Ability to work collaboratively and positively in teams as well as work autonomously. Meticulous attention to detail and the ability to work effectively and accurately under pressure and high-volume
• Customer and solution focused to enhance the user experience and meet internal and external client needs
• Working with others in a courteous and supportive manner acting as the expert knowledge base of support for large and dynamic teams within the International Division
• Experience working in a post-secondary environment and/or internationally is an asset

Close Date: August 28, 2024

We also provide a balance of on-campus and remote work through our recently introduced Remote Work Policy. As a place-based organization all positions will involve some degree of on campus work.

The Position Description Form is available for review from Human Resources during the posting period. Please contact [email protected] to request a copy.

If selected for an interview, candidates must present proof of education (original transcripts/credentials).

Note: Credentials obtained outside of Canada require an evaluation to determine the Canadian educational equivalence. This evaluation must support the educational requirements for the position as a condition of employment. For further information, visit: World Education Services http://www.wes.org/ca/.

While we thank all applicants, only those selected for an interview will be contacted.

Niagara College is strongly committed to diversity and inclusion within its community. We offer an inclusive work environment and welcome applications from all qualified individuals who feel they can further enhance campus diversity and equity efforts.

If requested, accommodations will be made to support applicants with disabilities during the recruitment and selection process.