(Remote) Lead Customer Relationship Management (CRM) Administrator - Enrollment Management

The Department of Enrollment Management at West Virginia University is currently accepting applications for a (Remote) Lead Customer Relationship Management (CRM) Administrator .

About the Opportunity

This Customer Relationship Management (CRM) Administrator team lead position provides expert leadership and project oversight and is a hands-on technical position with the CRM platform - Salesforce - and affiliated programs. This position will report to the Director of Strategic Operations for Enrollment Management.

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

• 37.5-hour work week
• 13 paid holidays (staff holiday calendar)
• 24 annual leave (vacation) days per year (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)
• WVU offers a range of health insurance and other benefits
• 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

What You'll Do:

• Provide leadership overseeing, mentoring, and managing the operational and developmental work by others within the CRM team for the Strategic Operations unit of Enrollment Management related to the Salesforce and related tasks listed below. This may include, but is not limited to, assigning duties and responsibilities, evaluating performance, responding to any personnel issues, and ensuring that the staff receive appropriate training and professional development by assigning challenging work assignments and offering continuing education opportunities.
  
• Design and implement scalable solutions on CRM platform, Salesforce. Responsible for day-to- day operations with sales cloud, service cloud, education cloud, experience cloud and marketing cloud, and third-party tools such as FormAssembly, Conga Suite, DemandTools, Rollup Helper, SMS, Ownbackup. Facilitate and develop integrations with ETL tools like Informatica Cloud and Axiom.
  
• Leads in testing and verification for internal custom code and vendor software releases, patches, and add-ons.
  
• Create profiles, roles, permissions and groups. Work on sharing rules, field and organization level security settings, data mapping, data recovery, object modeling and page layout design.
  
• Serves in a lead role for providing application administration, troubleshooting, analysis, support and resolution for CRM day-to-day operations and projects. This includes code migration, change control, application security, performance and availability.
  
• 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.
  
• Design, architecture, and publish reports and dashboards for customers as well as internal use.
  
• Serves 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 software applications and add-ons.
  
• Provide data management tasks, including data conversion, data migration, deduplication, and identification and repair of data quality issues.
  
• Collaborates with the CRM team to proactively identify and recommend operational improvements, enhancements and system customizations that meet business needs and ensure solutions that are usable, scalable, simple and easy to maintain.
  
• Serve as a liaison with other IT groups like security, developers, database and systems administrators to ensure system availability along with performing regular testing of business continuity plans.
  
• Possess ability to interpret and monitor application logs 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.
  
• Evaluate and recommend current or emerging technologies. Assess current or future needs and priorities through direct communication, surveys or other methods with the users.
  
• 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.
  
• Performs other necessary and appropriate duties as directed by Senior Management.

• Bachelor's degree
• A minimum of five (5) years of experience involving:
  
  
  
  • Strong experience with Customer Relationship Management Application Administration - Salesforce
  • Experience working with database systems and applications administration; system performance management; and capacity planning processes/tools and their implementation.
  
  
  
  
• A minimum of four (4) years of experience involving:
  
  
  
  • Advanced experience in extracting, analyzing and presenting data using SQL/SOQL
  • Experience in integrations with other applications
  • Knowledge of ETL tools like Informatica/ Axiom
  
  
  
  
• Any equivalent combination of related education and/or experience will be considered.
• All qualifications must be met by the time of employment.

Knowledge, Skills and Abilities

• Ability to clearly communicate highly 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.
• Knowledge of Customer Relationship Management - Salesforce which includes Sales cloud, Service cloud, Education Cloud, Experience Cloud and Marketing Cloud.
• Technical competency programming in SQL and PL/SQL, SOQL and Salesforce APEX are preferred.
• Detailed knowledge of relational databases, systems and applications administration, system performance management, and capacity planning processes/tools and their implementation. Experience with entity-relationship modeling and normalization.
• Strong experience with implementation in the analysis, design, code development, testing, deployment and support of a mission-critical software systems to include Salesforce, Informatica Cloud, DemandTools, FormAssembly, Apex Data Loader, Workf1ow/Process Builder, Conga Suite, Rollup Helper and Ownbackup.
• Solid understanding of networked /distributed computing environments.
• Experience with integrations such as ETL (Extract, Transform and Load) tool like Informatica Cloud/Axiom.
• Strong understanding of the platform with the ability to build custom apps and objects, formula fields, workflows, custom views
• Knowledge of profiles, roles, permissions, groups, sharing rules and field and organization level security settings, data mapping, data recovery, data management, object modeling, page layout design.
• Ability to quickly and logically analyze situations, identify cause, and provide valid solutions during situations.
• Demonstrated ability to prepare technical documentation and justify approach used, resolve complex issues, explain and/or train staff on technical features of an application or process, and the ability to express technical information to non-technical users as well as gather information from them relating to system needs and issues.

Preferred Qualifications

• A degree in Computer science, computer engineering or Management Information Systems or related

West Virginia University is a place of purpose and community. We take pride in our profound impact on the state of West Virginia and are committed to the personal and professional growth of our employees.

From the groundbreaking R1 research at our flagship campus in Morgantown to the career-oriented programs at WVU Potomac State in Keyser, and the technology-intensive programs at WVU Tech in Beckley, the contributions of WVU employees resonate across the state, touching lives and shaping futures.

At WVU, you will discover a supportive community that champions work-life balance and fosters a collaborative atmosphere. Our core values - service, curiosity, respect, accountability and appreciation - unite us as Mountaineers.

Join us at West Virginia University, where your work will make a lasting impact. To learn more about WVU, visit wvu.edu.

West Virginia University is an Equal Opportunity Employer. We invite all qualified applicants regardless of race, color, religion, sex, national origin, age, disability, genetic information, or Veteran status.