Customer Relationship Management; CRM Administrator - Information Technology Services

Job Description - Customer Relationship Management (CRM) Administrator - Information Technology Services (28293) Description

The department of Information Technology Services at West Virginia University is currently accepting applications for a remote Customer Relationship Management (CRM) Administrator.

This Customer Relationship Management (CRM) Administrator position is a hands-on technical position. We are looking for an experienced CRM administrator with the CRM platform - Salesforce. This position will report to Director of CRM operations.

We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:

• 24 annual leave (vacation) days per year or more based on years of service ( employee leave )
• 18 sick days per year (for when you’re ill, for when you need time to care for sick family, for your own, or your family’s, regularly scheduled medical appointments. Who is family for the purpose of this leave? A lot of people in your life including immediate relatives and in-laws as well as others considered to be members of your household living under the same roof)
• 401(a) retirement savings with 6% employee contribution match, eligibility to continue health insurance, and other retiree perks. Looking for more retirement benefits information ? Check out retirement health insurance benefits, retirement income, and FAQ’s.
• Wellness programs

• Develop solutions on CRM platform - Salesforce (Sales, Service, Experience, Education and Marketing Cloud) including modules such Form Assembly, Conga Composer, Demand Tools, Rollup Helper, and Telemarketing. Facilitate and develop integrations with ETL tools like Informatica Cloud and Axiom.
• Load software from the Salesforce App Exchange/Managed packages.
• Ensure system backups are maintained according to the university's backup policies.
• Create profiles, roles, permissions, groups, sharing rules, field and organization level security settings, data mapping, data recovery, object modeling and page layout design.
• Provide application administration, analysis, Tier 2 support and resolution for CRM day-to-day operations and projects. This includes code migration, change control, application security, performance and availability.
• Perform testing, verification and validation for internal custom code and vendor software releases, patches, and add-ons.
• Follow security standards and protocols to complete regular internal system audits by collaborating with team.
• Create, manage and publish reports and dashboards for customers as well as internal use.
• Perform data management tasks, including data conversion, data migration, deduplication, and identification and repair of data quality issues.
• Participate in change and release management process.
• Collaborate with the CRM operations team 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.
• As needed, work with security group, developers, database and systems administrators to ensure system availability along with performing regular testing of business continuity plans.
• Provide 24x7 service by being on call in rotation with other staff to ensure continuous availability of the production systems.
• Possess ability to interpret and monitor application logs in order to identify potential issues and then work with appropriate IT units and vendors to mitigate any issues by creating support cases.
• May be asked by Senior Management to provide reports, technical expertise and training.
• Keep abreast of new Sales force features and functionality and providing recommendations for process improvement.
• Collaborate with various university departments and campuses to increase efficiency and ensure daily operational tasks are completed in a timely manner. Provide documentation for the tasks either individually or in collaboration with training group.
• Create or update technical and functional documentation including but not limited to system configuration, infrastructure, and integration specifications.
• Perform other…