IT Systems Delivery Salesforce Administrator

This position manages, configures, and optimizes the Salesforce and Mulesoft platforms to support business operations. They handle user management, security, data integrity, and automation, acting as a bridge between stakeholders and technical teams to drive adoption. Key responsibilities include implementing the software with a 3^rd party implementation partner and then maintaining the system by creating and supporting integrations, reports, dashboards, custom fields, and workflows.

Key duties include working with vendors, implementation services partners, architects/engineers, developers, and business teams to deliver 360^O view of customer, develop technical solutions based on business criteria and risk mitigation best practices, support operational needs and procedures, and maintain effective communication across teams. Additional responsibilities may include budgeting, managing vendor contracts, analyzing capacity & demand, supervising analysts, conducting risk assessments, performing gap analysis, executing on industry best practices, and focusing on innovation for future state improvements in alignment with Needham Bank's objectives.

Qualifications:

To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. The position responsibilities outlined here are in no way to be construed as all encompassing. Additional duties, responsibilities and qualifications may be required and/or assigned as necessary. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

ESSENTIAL DUTIES & RESPONSIBILITIES

• System Configuration & Maintenance: Manage daily operations, including creating custom objects, fields, validation rules, page layouts, and workflows.




• Configuring standard and custom objects, custom fields, page layouts, record types, and validation rules to match business processes, specifically leveraging Marketing Cloud and Financial Services Cloud (FSC) data model (e.g., Household, Financial Account, and Financial Goal objects) to provide a 360-degree customer view
• Work with 3^rd party implementation team to get new CRM integrated into our daily lives utilizing Salesforce and Mulesoft.
• Collaborate with DevOps Team as needed for custom code and integrations (Mulesoft)
• Make decisions with IT Operations, Help Desk, and ISO on access controls, incident handling, change management, and business continuity planning
• Ensure logical AI integration points and manage usage




• Process Automation: Build automation, such as Flow Builder, to streamline business processes across organization.




• Designing and maintaining automated workflows using tools like Salesforce Flow
• Design and maintain approval processes to streamline repetitive tasks and ensure compliance with automated [anti-money laundering] checks and other financial reporting standards




• User & Security Management: Create user setup, profiles, roles, and permission sets to ensure data security.




• Create access framework, including creating and deactivating user accounts, to ensure audit ready process
• Managing roles, profiles, and permission sets
• Ensuring data security through field-level access and sharing rules
• Managing sensitive client information and adhering to stringent financial data protection and privacy regulations




• Data Management & Integrity: Import, update, and clean data to maintain high data quality.




• Overseeing data integrity by performing regular audits, cleansing duplicate records, and managing mass data imports/exports using tools like Data Loader, while ensuring data exchange with core banking systems is seamless and secure.
• Configuring Field Audit Trail to track changes to critical financial fields, maintaining historical data for auditing purposes, and ensuring the system aligns with regulatory requirements like SOX or GDPR
• Coordinate working efforts with CDO, Analytics Team, & DevOps Data Architect




• Reporting & Analytics: Develop and maintain dashboards and custom reports to provide actionable insights.




• Developing customized reports and dashboards to track key performance indicators (KPIs) and provide stakeholders with actionable business insights, including client engagement metrics and loan statuses
• Develop data driven decisions across the business




• Support & Training: Provide technical support to end-users and create training materials to drive system adoption.




• Acting as SME for internal user support, troubleshooting system issues, and creating training materials for onboarding staff on industry-specific processes and compliance
• Evangelize best practices for account onboarding




• Release Management: Stay current on new Salesforce releases and implement new features.




• Maintain all environments and release cycles
• Supervise Quality Control testing for new releases




• Leadership: Manage, mentor, and develop CRM Team. Manage relationships and expectations across IT, PMO, Analytics, Other Business Lines, and Vendors for each assigned CRM project including developers, analysts, engineers, and third-party vendors.




• Outlining requirements and workflows
• Identifying and addressing gaps
• Mitigating controversy and conflict resolution
• Building an inclusive culture
• Enhancing morale
• Fostering team training and growth

• Perform additional duties as requested, needed or assigned.

JOB REQUIREMENTS

• Strong understanding of Salesforce configuration, including custom objects, security models, and workflows
• Ability to troubleshoot issues and analyze business requirements
• Understanding of data management tools and best practices
• Willingness to continue education
• Strong organizational skills
• Ability to manage multiple concurrent tasks
• Excellent oral and written communication skills; Must be able to communicate with users with all levels of computer experience
• Proficient at documenting processes and roadmaps related to technology projects
• Skill in understanding various aspects of information security and related technology concepts
• General knowledge of the Bank's software applications, technological infrastructure, networking and network design, and data processing systems
• Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

EDUCATION & EXPERIENCE

• Bachelor's degree in Computer Science, Information Technology, Finance, or equivalent work experience
• 4 - 8 years Customer Relationship Management administration specifically Salesforce a plus
• Certification: Salesforce Certified Administrator (or Advanced Administrator) is highly preferred and / or proficiency in Salesforce Lightning Experience, Mulesoft, and Financial Services Cloud (FSC)
• 2 - 3 years banking, fintech, and/or technology experience
• 1 - 2 years managing technology professionals
• Knowledge of any of the following software is a plus: Candescant, JIRA, Tableau, DOMO, COCC, Corduro, nCino, Q2, LoanVantage, Encompass

WORKING CONDITIONS/PHYSICAL DEMANDS

• Must be able to routinely perform work on computer for an average of 7-9 hours per day, when necessary
• Must be able to work extended hours if required or by management
• Must be capable of regular, reliable and timely attendance
• Ability to interact with the staff, co-workers, in a service-oriented manner
• High level of organizational proficiency and ability to multitask successfully

PAY RANGE: $75,247.15 - $105,346.01

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.