CRM Salesforce (PT3) - Remote / Virtual option
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.
At WVU, We strongly believe in work-life balance and keeping time for things we love outside our work. WVU offers generous benefits, including:
13 paid holidays (staff holiday calendar)
24 annual leave (vacation) days per year
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)
WVU offers a range of health insurance and other benefits (this position is a benefits-eligible non-classified staff position)
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.
Remote/ Virtual Work location options
In order to be successful in this position, you 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.
At West Virginia University, we pride ourselves on a tireless endeavor for achievement. We are home to some of the most passionate, innovative minds in the country who push their limits for the sake of progress, constantly moving the world forward. Our students, faculty and staff make this institution one of the best out there, and we are proud to stand as one voice, one university, one WVU. Find out more about your opportunities as a Mountaineer at https://talentandculture.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.
Job Posting: Jan 4, 2022
Posting Classification: Non-Classified
Exemption Status: Exempt
Benefits Eligible: Yes