Description

Title: Application Administrator, CRM

VP Area: Information Technology Services

Department: ITS Administration

Work Schedule: Fixed daytime hours Monday-Friday

Telework Availability: On-campus Position

FLSA Status: Exempt

Employee Classification: Regular full-time (staff 30+ hours)

Hours per week: 40

Months per year: 12

Application Materials (Required): Resume + Cover Letter

Job Purpose:

The Application Administrator supports implementation and maintenance of Salesforce solutions across Gonzaga's diverse schools and business units. This Administrator will work within the CRM team to design, implement, and support Gonzaga's Salesforce environment (Sales Cloud, Service Cloud, Marketing Cloud, and Community Cloud).
The Salesforce Administrator should be comfortable with change management, liaising with stakeholders at all levels, and enjoy learning new business processes to translate them into technical solutions. The CRM Administrator shares in the responsibility of supporting the University's Salesforce CRM ecosystem, both operationally and through new projects. The CRM Administrator works closely with Student Affairs, Academic Success, University Marketing & Communications, and Advancement/Development teams to align technology solutions in a shared CRM environment.

The CRM Administrator role is primarily responsible for the design, maintenance, and implementation of requirements defined by campus stakeholders, IT Business Analysts, and the CRM Product Manager. The Salesforce Administrator ensures the stability and scalability of the Salesforce platform and data objects through regularly applying system updates, enforcing security and governance policies, managing the system backup and refresh cycle, and overseeing the flow of data into and out of the CRM. In addition, the CRM Administrator is responsible for designing scalable best practice solutions while contributing to the product road map.

The CRM Administrator will work with a cross-functional team to design, implement, and support Gonzaga's Salesforce Education Cloud environment (Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, CRM Analytics, and Data Cloud). This position is highly analytical by nature and can identify and implement efficiencies within the scope of the CRM system.

General responsibilities and duties include implementation of custom objects and fields, administration of system security and access, support integration developers in the maintenance and build of system and data integrations, management of system upgrades, and administration of Salesforce configuration changes. The CRM Administrator will perform proactive system maintenance including Security Reviews, Release Updates, Health Check, and Optimizer. The CRM Administrator is expected to maintain appropriate and adequate technical documentation to ensure the long-term stability of the CRM platform

Essential Functions:

• 45% - Application Administration
  • Problem Solving and Process Optimization: Employ problem-solving skills to identify, document, and evaluate requirements, perform gap analysis evaluate requirements, create technical training, design documents, and implement solutions that enhance operational efficiency.
  • Apply technical knowledge of the application/platform to analyze usage, functionality, and fit with strategic need, and lead troubleshooting and operational support.
  • System Management and Oversight: Manage system administration duties, ensuring the smooth operation and performance of organizational systems.
  • Ensure stability and scalability of the application platform and data objects by regularly applying system updates ensuring operational uptime in alignment with SLAs, conducting system and data audits, enforcing security and governance policies, administering application security and governance policies, administering application security and user access, managing the user access and backup and refresh cycle, and overseeing the flow of data into and out of the application.
  • Data Management: Assist in maintaining data integrity by performing data imports, data cleansing, and data quality checks.
  • Ensure data is accurate and up to date.
  • Configuration and Customization: Is responsible for the configurations and customizations of the application by creating and modifying fields, page layouts, record types, and workflows to meet business requirements focusing on innovative approaches to meet key business needs and opportunities.
  • Ensure data compliance with university data security standards, policies, guidelines, and procedures.
  • Integration: Collaborate on the data mapping and integration of the application with other business systems and applications.
  • Collaboration: Build and maintain robust, collaborative relationships with cross-functional teams and university stakeholders to gather requirements and implement solutions to address business needs.
  • Serve as an application advisor to academic and administrative leaders, ensuring IT strategies align with departmental and university-wide objectives.
  • Proactively engages campus community members, in alignment with the Technology Transformation Manager in the overall planning and change management for anticipated features/enhancement releases; long-term road mapping for enterprise applications.
  • In collaboration with Business Analysts, Engagement Managers, and Technology Transformation Manager advocate for university departments, clearly defining and communicating their business requirements for IT projects and improvements.
  • Change Management: Work closely with project teams to identify potential impacts of change and develop appropriate mitigation strategies.
  • Collaborate with other members of Strategy and Engagement to develop and execute detailed change management plans, and communicate organizational changes related to technology transformations, ensuring effective adoption and integration.

• 25% - Continuous Service Improvement
  • Service Improvement and Best Practices: Engage in continuous improvement of services, staying abreast of industry best practices and technological advancements.
  • Ensure alignment of services with strategic business objectives.
  • Strategic Business Analysis: Work with team members to map out key business processes, identifying areas for improvement and aligning solutions with business goals.
  • Data-Driven Decision Making: Utilize analytical tools and techniques to provide insights and support decision-making processes, contributing to the overall effectiveness and efficiency of solutions.
  • Policy Development and Application Governance: Collaborate with internal teams to set standards and policies and administer systems focusing on monitoring, troubleshooting, and performance analysis.
  • Reporting and Documentation: Create and maintain reports and dashboards to provide valuable insights to management and end-users.
  • Maintain detailed documentation of configurations, customizations, and processes for reference and training purposes.

• 20% - User Support & Troubleshooting
  • Primary support responder for Tier, I, II, and Tier III, as needed, for day-to-day support to users, including troubleshooting issues, answering questions, and providing training and guidance as needed.
  • Assist with data reporting for users of university CRMs (Salesforce and Slate) and maintain strong relationships with functional clients.
  • Serve as knowledge source for end users - educate, share industry best practices, and direct others to applicable resources as necessary.
  • In collaboration with IT Communication and Training Specialist, perform administrative functions including communication of upgrades, new features, service outages and maintaining process documentation.
  • Manages all aspects of user access and licenses, including user setup and deactivation, roles, profiles, permissions, public groups, sharing rules.
  • Ensures protocol and training requirements are followed prior to granting production access.
  • Monitor license allocation, license usage and advise on annual licensing needs.

• 10% - Additional Duties as Assigned

Educational Requirement:

• Bachelor's Degree or Equivalent Experience

Years of Related Experience Requirement:

• 3 years
• In lieu of the educational qualifications, candidates may qualify with equivalent professional experience at a ratio of one year of experience for each year of required education.

Certifications and/or Licensures:

Skills & Abilities:

• Proficiency in administering CRM solutions, including system configuration, user management, security settings, and ongoing maintenance.
• Strong analytical and problem-solving skills, with the ability to gather requirements, perform gap analysis, and translate business needs into effective technical solutions.
• Demonstrated ability to manage system security, user access, profiles, roles, permissions, and governance policies while maintaining data privacy and confidentiality.
• Experience maintaining data integrity through data imports, data cleansing, auditing, and quality assurance practices.
• Ability to support system integrations, including collaborating with developers on data mapping, issue resolution, and maintenance of data flows between applications.
• Experience providing application support, including troubleshooting, responding to user inquiries, and delivering training and guidance.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non technical users and stakeholders.
• Proven ability to build and maintain collaborative relationships with cross functional teams and campus or organizational stakeholders.
• Strong organizational, time management, and prioritization skills, with the ability to manage multiple initiatives and deadlines simultaneously.
• High attention to detail and accuracy in system configuration, documentation, reporting, and data management.
• Ability to maintain confidentiality and exercise discretion when working with sensitive institutional and constituent information.
• Proficiency in Microsoft Office applications, including Word and Excel.

Preferred Qualifications:

• Direct experience with Salesforce products, including Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, CRM Analytics, or Data Cloud.
• Experience designing and implementing scalable, best practice CRM solutions in a complex or enterprise environment.
• Experience supporting CRM solutions in a higher education environment or similarly complex, multi stakeholder organization.
• Familiarity with change management principles, including assessing impacts, supporting adoption, and communicating system enhancements.
• Experience developing reports, dashboards, and data-driven insights to support leadership decision making.
• Ability to contribute to application roadmaps, continuous service improvement initiatives, and long term platform strategy.
• Experience creating and maintaining clear technical documentation, training materials, and process guides.
• Demonstrated ability to stay current with industry trends, platform releases, and emerging technologies related to CRM systems.

Physical & On-Campus Requirements:

In-Office Presence - Ability to work on-site in typical office setting and participate in in-person meetings with colleagues: 5 days/week

Standing/Sitting - Ability to remain in a stationary position for a prolonged period: Often (50%-75% of time)

Walking - Ability to move about on foot to accomplish tasks: Often (50%-75% of time)

Lifting/Carrying - Ability to move or transport objects up to a specified weight (e.g., 50 pounds): Rarely (1%-49% of time)

Attention to Detail - Ability to focus on detailed tasks for extended periods: Daily (>75% of time)

Problem-Solving - Ability to identify and resolve issues effectively: Daily (>75% of time)

The budgeted salary range that the University reasonably expects to offer for this position: $80,000.00 - 85,000.00

Pay Range:

Minimum Salary (Annualized 12 months and 40 hours/week): 79680

Midpoint Salary (Annualized 12 months and 40 hours/week): 99600

Maximum Salary (Annualized 12 months and 40 hours/week): 119520

Is this position eligible for relocation reimbursement?: No

Is this position eligible for a signing bonus?: No

At this time, the University has suspended all new H1B visa sponsorships.