(Remote) CRM Administrator - Information Technology Services

The department of Information Technology Services at West Virginia University is currently accepting applications for a CRM Administrator.

About the Opportunity

This Customer Relationship Management (CRM) Administrator position is a hands-on technical Salesforce position. We are looking for an experienced CRM administrator with 2 years of Administrator experience with the CRM platform. This position will report to the Assistant Director of Systems of Engagement.

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

• Responsible for providing application administration, troubleshooting and support for information technology projects, applications and systems. This includes code migration, change control, application security, performance and availability.
• Assists in testing and verification for internal custom code and vendor software releases, patches, and add-ons.
• 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, easy to maintain.
• Assist the technical leads and work with technical and functional staff within CRM team as well as developers, database and systems administrators to ensure system availability along with performing regular testing of business continuity plans.
• Provide 24x7 service by being on call in rotation with other staff to ensure continuous availability of the production systems.
• Possesses ability to interpret and monitor application logs in order to identify potential issues and then work with appropriate IT units and vendors to mitigate any issues.
• May be asked by Senior Management to provide reports, technical expertise and training.
• Evaluate 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.
• Create or update technical 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 degree in Computer science, computer engineering or Management Information Systems or related is a plus.
• A minimum of two (2) years of experience involving:
  
  
  
  • Application Administration with Customer Relationship Management system - Salesforce and Enterprise level systems
  • 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, & 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.
• Knowledge of profiles, roles, permissions, groups, sharing rules and field level security and how each effect a user's access.
• Ability to analyze situations, identify cause, and provide valid solutions in situations quickly and logically.
• Experience with integrations such as ETL (Extract, Transform and Load) tools like Informatica and Axiom
• 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.
  
  

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.

We are dedicated to creating an inclusive and engaging working environment and actively seek candidates who bring diverse ideas, approaches and experiences.

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 proud to be an Equal Opportunity Employer and received an NSF ADVANCE award for gender equity. We value diversity among our faculty, staff and students and invite applications from all qualified applicants regardless of race, ethnicity, color, religion, gender identity, sexual orientation, age, nationality, genetics, disability, or Veteran status.