SalesForce Administrator - Bay Path University

The Salesforce Administrator is responsible for the overall administration of the institution's Salesforce instance. This includes, but is not limited to, system configuration and automation, identity and access management, ongoing testing and maintenance, new feature implementation, and release management. This role collaborates with functional leaders to identify, define, and implement changes and enhancements to meet business requirements in a dynamic, high-growth environment. As a member of the Enrollment Management team, this position will be responsible for supporting the Salesforce platform, including deployment, troubleshooting, optimization, and assisting end-users. The incumbent will be critical in addressing technology gaps within the Salesforce platform and will be a thought leader in proactively maintaining the platform. The Salesforce Administrator will partner with other technology departments to develop strategies and frameworks for ensuring that the University remains at the leading edge of Salesforce's products and offerings. A forward thinker who is passionate about customer relations and CRM technology.

ESSENTIAL JOB FUNCTIONS:

• Responsible for the overall configuration, design, functionality, and end-user support of the Salesforce platform for Enrollment Marketing and Enrollment Management.
• Provide technical and functional support to Enrollment Marketing and Enrollment Management users of Salesforce and related applications.
• Configure and maintain custom objects, record types, fields, page layouts, formulas, data validation rules, Workflow rules, Process Builders, approval processes, installed packages, etc., within SFDC.
• Maintain user roles and profiles, security, and access settings
• Participate in projects as the technical lead that address process improvement, enhance customer service, and reduce technical debt.
• Collaborate with cross-divisional stakeholders to establish and implement change control and best practices regarding system maintenance, configuration, development, testing, and data integrity
• Provide cross-training within Enrollment Management and IT to cover responsibilities.
• Participate in regular meetings with student-facing leadership
• Engage with business stakeholders to gather & analyze requirements and propose solutions that leverage Salesforce functionality.
• Translate approved solutions into actionable deliverables, ensuring high levels of quality, accuracy, and process consistency.
• Collaborate with stakeholders to develop and maintain processes that ensure data management activities are performed with a high level of fidelity.
• Support and improve SMS, chat features, and email distributions utilized by student-facing departments.
• Automate business processes utilizing native Salesforce tools.
• Identify production risks and areas for improvement; prioritize, design, and facilitate the successful implementation and adoption of new processes.
• Support cross-functional projects and strategic changes to systems and processes.
• Collaborate with business stakeholders to drive high levels of data integrity and operational reliability of our standardized business analytics, tools, and processes.
• Develop training material as needed and provide one-on-one and group training to end users
• Create documentation of existing systems and procedures.
• Build reports and dashboards that help support business functions across the organization
• Coordinate and support third-party Salesforce apps.
• Complete regular internal system audits and prepare systems and users for upgrades.
• Effectively liaise between our users, vendors, and application development teams.

Knowledge, Skills, and Abilities

• Creative and analytical thinker with strong problem-solving skills who enthusiastically looks for solutions to meet system and user requirements.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs.
• Ability to assess the impact of new requirements on Salesforce.org and all upstream and downstream applications, systems, and processes.
• Ability to effectively present information and respond to questions from groups of managers, employees, and Executives.
• Experience with integrating data from multiple systems into a single application or platform is strongly preferred.
• Customer service, problem-solving, time management, project management, planning, excellent communication and presentation skills.
• Self-starter with the ability to work in a team-based, fast-paced atmosphere
• Ability to handle and prioritize simultaneous requests and manage laterally and upward.
• Ability to interpret, adapt, and apply guidelines and procedures in a complex university setting
• Ability to be proactive, take ownership of assigned responsibilities, and work with little supervision

• Minimum 3 years of practical experience in Salesforce administration.
• Preferred experience in Higher Education settings, understanding the unique challenges and requirements of this sector.
• Expertise in Salesforce.org (SFDO) or Salesforce.com (SFDC).
• Proven Salesforce development experience, showcasing the ability to tailor the platform to specific business needs.
• Demonstrated expertise in Salesforce process automation using Process Builder and Flow.
• Experience with Salesforce third-party apps and integrations, particularly with Google Workspace for Education and Avaya Call Recorder.
• Experience with Salesforce Advisor Link or other Education-Based Salesforce Apps.
• Proficiency in using Education Cloud, Service Cloud, or Sales Cloud, Communities, Pardot, and Lightning Experience
• Proficient in Pardot Marketing Automation.
• Experience with Large-scale, cross-functional projects
• Experience with project management methodologies such as Scrum, Lean, or Agile.
• Ability to adhere to University policies and procedures.
• Ability to handle confidential information with discretion and within FERPA and HIPAA guidelines.
• All new employees must complete the FERPA, Anti-Harassment, and any other required online trainings within 15 days of employment.
• Should be committed to a culture of diversity, equity, respect and inclusion; demonstrated ability to build working relationships with people having a wide variety of backgrounds, perspectives, and experiences different from ones' own.
• Strong ability to utilize various project management tools to support complex projects
• Ability to quickly foster relationships and credibility at all levels
• Ability to gather data, compile information, and prepare reports
• Ability to investigate, analyze information, and draw conclusions
• Ability to engage in critical thinking, exercise independent judgment, set priorities, and solve problems
• Ability to maintain confidentiality and manage confidential information
• General knowledge of the University's mission, purpose and goals and the role this position plays in achieving those goals.

Commitment to Diversity, Equity, and Inclusion
Bay Path University is a diverse community devoted to proactively nurturing a campus-wide culture that promotes and ensures equity, respect, inclusion and safety for all members regardless of race, color, national origin, age, gender, religion, sexual orientation and gender identity, socio-economic background, or physical ability. We are one University that opens our hearts and minds to conversations, to learning and to creating a community that is welcoming of all. Regardless of position, it is expected that each employee will embrace this commitment and demonstrate an attitude of respect toward and acceptance of all members of our community.