CRM Salesforce (Professional Technologist 3)

Information Technology Services at West Virginia University is seeking applications for a Customer Relationship Management (CRM) Administrator (Professional Technologist 3) for Salesforce; with specialization in Service Cloud. The CRM Administrator position is a hands-on technical position and will report to the Assistant Director of CRM Operations.

In order to be successful in this position, the ideal candidate will:

• Design, development, configuration, and daily administration of the Service Cloud.
• Contribute on Service Cloud engagements, spanning the standard project lifecycle through implementation/post-implementation support with responsibilities across business and technical work streams.
• Customize service cloud fields, page layouts, record types, profiles, roles, permission sets, security settings.
• Maintain security of highest level by ensuring security standards and protocols are recognized and followed. Complete regular internal system audits. Collaborate with team to develop, test and ensure implementation of security best practices and policies.
• Facilitate and develop integrations with ETL tools.
• Test, deploy and validate the vendor releases, patches, and add-ons.
• Build reports and dashboards for customers as well as internal use.
• Serve as the lead technical point of contact when vendor support is needed for investigation, trouble shooting and development of solutions to technical issues related to the CRM and any related third-party tools.
• Provide data management tasks, including data conversion, data migration, deduplication, data cleanliness, and data accuracy across the org.
• Collaborate with team members to proactively identify and recommend operational improvements, enhancements and system customizations that meet business needs and ensure solutions that are usable, scalable, easy to maintain.
• Provide 24x7 service by being on call in rotation with other staff to ensure continuous availability of the production systems.
• Performs other necessary and appropriate duties as directed by Senior Management.

• Bachelor’s degree or an equivalent combination of education and directly related experience.
• A degree in Computer science, computer engineering or Management Information Systems or related is preferred.
• Four (4) years experience in each of the following:
  • Strong experience in Salesforce Service Cloud and tools such as Computer Telephony Integration (CTI), Live Agent, Omni-Channel, Community, Knowledge, Cases and Service Console
  • Experience in Salesforce core tools such as page layouts, record types, profiles, roles, permission sets, security settings, etc.
  • Knowledge of SQL, SOQL, Visualforce, Apex and Lightning Components
  • Experience with data integrations using ETL tool and API.
  • Knowledge of relational databases, master data management, data backup and recovery.
• Ability to clearly communicate technical concepts to both technical experts and non-technical users and management.
• Strong oral & written communication, customer relationship and interpersonal skills.
• Demonstrated proficiency in problem solving, the ability to self-direct and prioritize tasks.
• Strong analytical skills to be able to research, analyze, detect and technically correct developed processes.
• Customer focus, team oriented, ability to adapt and respond to change, adhering to principles and values.
• Creative and Innovative, results driven.
• Excellent time management and organizational skills.
• Comfortable in a fast-paced and constantly evolving environment.
  

At West Virginia University, we leverage our talents and resources to create a better future for our state and the world. As West Virginia's land-grant university, WVU has three campuses that touch each corner of the state. The WVU System includes 518 buildings on 15,880 acres, Extension Service offices in all 55 counties, ten experimental farms and four forests.

From the groundbreaking R1 research of our flagship campus in Morgantown to the career-oriented programs of WVU Potomac State in Keyser to the technology-intensive programs at WVU Tech in Beckley — the contributions of WVU employees directly impact the 1.8 million people of West Virginia every day, no matter their role or position.

Service, curiosity, respect, accountability, and appreciation are the core values that unite Mountaineers, inspiring one another to work tirelessly and support others as they seek to reach new heights. After all, when you're a Mountaineer, impossible is just another mountain to climb.

To learn more about West Virginia University, visit go.wvu.edu. View current career opportunities at careers.wvu.edu.

West Virginia University is proud to be an Equal Opportunity employer and is the recipient of an NSF ADVANCE award for gender equity. The University values diversity among its faculty, staff, and students, and invites applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.