The Lead Salesforce Administrator, Admissions and Enrollment Operations is a fully remote position, managing all technology functions for the Office of Admissions, which is responsible for increasing and strengthening institutional enrollment by fielding inquiries, supporting, and managing admissions requirements for our technology solution projects.
The Administrator will be responsible for the support and maintenance of admissions software systems and processes for SCU, focused primarily on Jenzabar’s JRM platform which has been built upon Salesforce in addition to and Five9 dialing and other software.
The Administrator will define user needs, develop system requirements, document business processes and procedures, and write computer programs and practices for use on the Salesforce network. This position will also be a liaison between admission team and other departments within the organization, as well as occasional outside consulting and development teams involved with evaluating existing procedures and making recommendations for improvements. This position reports directly to the AVP of Admissions, with a very strong relationship with the Information Technology department.
PREFERRED EXPERIENCE AND QUALIFATIONS:
-Experience and working knowledge of setup, implementation, maintenance, and specifications of Salesforce, Five9 Dialer, Jenzabar’s JRM software (TargetX), Marketing Cloud, Zapier, Informatica and Form Assembly.
-5 years of project management experience. Project Management Professional (PMP) certification is also preferred.
-Experience in a Microsoft client/server environment and be familiar with Microsoft desktop applications.
- Hybrid or Remote work experience.
REQUIRED EXPERIENCE AND QUALIFATIONS:
-Bachelor’s degree in Information Systems, Computer Science, or a related field and/or related education/experience equivalent.
-5 years of Enrollment Management/Admissions CRM, dialing, and communications software setup, implementation, maintenance and management or related experience.
-Demonstrated excellence in technical, project management, communication, time and resource management skills.
-Ability to identify and solve problems and overcome objections as required.
-Aptitude to learn new software packages quickly as well as perform system and process analysis. -Excellent oral and written communication skills to explain system operations to a variety of users. -Possesses detail-oriented mindset and expresses this through communications and deliverables. -Possess and exhibit excellent verbal and written communication skills and the ability to professionally interact with diverse stakeholder groups (executives, managers, subject matter experts, end users) in a variety of industries.
-Familiarity with collaborative platforms and applications such as SharePoint, mobile device applications, SQL Server, and Business Intelligence reporting and dashboards.
-Ability to work in a fast-paced environment and work on multiple projects at once. -Ability to interact constructively and professionally with technical and business colleagues and client personnel.
-Possesses and exhibits a strong customer service orientation.
-Understand how to communicate difficult/sensitive information tactfully and constructively. -Experience developing software test plans.
-Experience in developing training materials and in training end users.
-Ability to work under minimal direction.
-Experience managing scope and risks in client projects.
REQUIRED DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Manage and support all aspects of the institution’s admissions computing and software systems to ensure timely and reliable function and service.
Serve as the primary CRM Programmer/Administrator on campus.
Coordinate with users to create custom CRM and dialing business processes, workflows and communications.
Manage all API integrations with CRM including but not limited to text message, dialing, email, chat, and others.
Analyze user requirements, design, write, test, adapt, debug, and document systems and procedures necessary to meet user requirements that are also consistent with the Office of Admissions and Information Technology department standards.
Assist with tasks such as report writing and executive reporting that enhances access to information across the institution and improves the institution’s level of service.
Evaluate existing procedures and recommend improvements.
Ensure documentation of administrative systems is to the level that would allow other technicians to support them in the case of Analyst personnel unavailability.
May be required to work some evenings and weekends and alternative schedules.
Advise current staff and train new hires on the admissions software process and procedures. Manage all prospective student databases and data management processes.
Support the SCU team-oriented work environment by maintaining a pleasant and professional attitude and appearance.
Collaboration with other departments and offices across campus with data collection and problem solving.
Must follow best practices and compliance with all SCU policies and procedures. Uphold the highest levels of professionalism with high ethical conduct.
Perform additional duties as required by the Admissions Manager and other higher-level administrators.
Responsible for designing/maintaining reports for senior management and implementing system best practices
Create system operation dashboards, reports, and statistics that support data-driven decision making and process improvement across the organization
Elicit and document business requirements via processes such as interviews, document analysis, requirements workshops, surveys, site visits/observation, business process analysis, use case scenarios
Perform data analysis using Excel, SQL, or other tools to assess data quality and completeness for fulfilling requirements
Act as Project Manager and/or Product Owner in some engagements; grooming the product backlog, managing scope, schedule, and budget, and providing regular status updates to stakeholders
Collaborate with third party agencies to validate bills to ensure invoicing is in-line with results reported supported by data
Troubleshooting student facing issues with J1, related to admissions operations Manage tickets with third party agencies
Create and maintain Marketing emails
Collaborate with third party agencies to provide data analytics and solutions,
To perform the job successfully, an individual should demonstrate the following competencies: Intellectual Design - Generates creative solutions; Uses feedback to modify designs. Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations.
Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others. Interpersonal
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
External Working Relationships – Develops and maintains courteous and effective working relationships with clients, vendors and/or any other representatives of external organizations.
Business Acumen - Demonstrates knowledge of market and competition; Aligns work with strategic goals.
Business Necessity – The needs of the employer may be dependent on responding to and anticipating rapidly changing external and internal demands in all aspects of how business is conducted. This may include, but is not limited to, organization structure, finances, goals, personnel, work processes, technology, and customer demands. Therefore, it may become necessary to make modifications to how business is conducted, and work is accomplished, with minimal or no advance notice to employees. Accordingly, the employee must be capable of adapting, with minimal or no advance notice, to changes in how business is conducted, and work is accomplished, with no diminishment in work performance.
Safety and Security –All employees are responsible for observing safety and security procedures as applicable and reporting potentially unsafe conditions to management.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE: Bachelor’s degree (B.A.) or equivalent from four-year college or technical school; or six months to one-year related experience and/or training; or equivalent combination of education and experience.
OTHER SKILL, ABILITIES, AND QUALIFICATIONS: Knowledge of marketing and recruiting concepts and sales and customer service experience a plus. Ability to travel to remote locations and to load and transport admissions materials, displays and other equipment. Some evening and weekend hours required, especially during the travel season. Ability to represent the admissions profession positively through a strong, student-centered ethic.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand; walk; and sit. The employee is occasionally required to reach with hands and arms; stoop, kneel, crouch, or crawl; and taste or smell.
The employee must occasionally lift and/or move up to 25 pounds.