University of Wisconsin - Madison

Position Vacancy Listing

PVL # 231475

Position Summary:
UW-Madison is in the early stages of implementing Salesforce as the enterprise customer relationship management (CRM) platform. The Division of Continuing Studies (DCS) continues to play a leading role, after having co-founded the University's first enterprise-class Salesforce implementation in 2018. The Division primarily uses Salesforce to support student recruitment for a large variety of campus degree programs, and we are actively innovating to support other campus priority needs for CRM. Join our small but mighty CRM team at DCS as one of two Salesforce administrators for DCS. More specific day-to-day requirements will be decided in collaboration with DCS¿s lead system administrator based on the individual strengths of each person. Certification by Salesforce as an Administrator will be expected within 3 months of starting work. Full-time remote work aligned with our Central Standard Time schedule is welcome.

Principal duties:
As part of our CRM team at DCS, provide outstanding customer service to our CRM users while ensuring adherence to sustainable, scalable Salesforce configurations and CRM business practices. Duties will generally fall into three buckets:

1. Manage day-to-day administration/maintenance of Salesforce.
- User account maintenance, security, and the creation and maintenance of fields, views, reports, dashboards, campaigns, workflows and other objects and functions.
- Manage event registration logistics.
- Maintain and modify data integration configurations between Salesforce CRM and other campus systems.
- Maintain data integrity by running audit reports, executing data loads, and merging duplicate records.

2. Provide training and support to end users.
- Design and facilitate trainings for Salesforce users.
- Provide first-line service response for Salesforce users.
- Develop and maintain internal technical documentation related to CRM functionality.
- Help lead and support a ¿Power User¿ community of practice to foster high levels of user engagement and satisfaction.

3. Design and build new features/solutions.
- Apply creative problem-solving and fluent communications skills to translate users¿ business needs into Salesforce concepts, including defining technical and configuration tasks.
- Coordinate ongoing prioritization, shaping, documentation, and delivery of Salesforce solutions
- Design and prototype proof-of-concept solutions within Salesforce.

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