DescriptionPosition Summary:

The University of Colorado’s (CU) Office of Advancement manages and coordinates administrative functions that support the campus-based fundraising field staff. These functions include communications, database management, estate gift planning, gift processing, marketing, research, and other services. These centralized services place the institution in an optimal position to attract substantial support from the philanthropic sector. 

The Salesforce Senior Administrator is a member of the Advancement Technology Design team responsible for the development, delivery, and support of major technical goals and toolsets that enable the business of Advancement at the University of Colorado.  This position is the key Salesforce Administrator for the NextGen initiative and works collaboratively across functional areas, as part of project teams, and as a subject matter expert on subjects including, but not limited to, administration, configuration, management of the CU Advancement Salesforce.org system, project leadership, and advanced remediation.

This position reports to the Director of Technical Architecture and is exempt from the State of Colorado Classified Staff system.  The main project for this position is slated to conclude August 2022, and this position may or may not continue past that date.

Duties and Responsibilities:

Duties and responsibilities of the position include, but are not limited to:

Salesforce Administration

This position is primarily responsible for the NextGen administration. This includes:

• Serves as a subject-matter expert for the Salesforce.org suite of services, including both core functionality and all related applications and integrations
• Coordinates the evaluation, scope, and completion of new development requests
• Works with our institutional management team to establish suitable processes to support administrative, development, and change management activities
• Effectively acts as the liaison between our users, vendors, and application development teams
• Works independently with members of the user community to define and document development requirements

Technical Support for Salesforce.org-related Services

• Assists in providing technical support to CU clients experiencing issues with or asking detailed questions about Salesforce.org and other Administrative Systems services, as assigned 
• Provides prompt, accurate, and courteous assistance for client incidents and questions
• Fulfills service requests within identified service levels and response times
• Identifies and recommends improvements, which would facilitate client incident and request resolution by the Advancement support structure and/or OIT Service Centers
• Provides updated documentation to the aforementioned units to allow them to better serve CU clients 

Service Documentation and Knowledge Transfer

• Assists in training new users and growing the Salesforce skill set across the organization
• Develops and maintains Salesforce.org service documentation including:
• Authoring operational and administrative documentation describing tools, processes, and procedures necessary for the operation and administration of the service
• Authoring incident/problem reports to describe issues encountered, root causes, and actions taken for restoring normal service operation
• Authoring business process diagrams and technical specifications
• Updating documentation as necessary after configuration changes, patches, upgrades, etc.
• Reviewing and assisting with authoring support documentation describing known issues, workarounds/resolutions, and diagnostic/troubleshooting procedures used by partner teams
• Reviewing and assisting with authoring service descriptions, features, frequently asked questions (FAQs), and known issues for distribution to constituents or publication on printed documentation or the Advancement website
• Authoring or updating training manuals and service-related policies and procedures
• Determining and using knowledge resources for maintaining and developing proficiency relevant to Advancement’s Salesforce.org platform and the business services that are dependent on it

Professional Development and Proficiency Maintenance

• Maintains proficiency and acquires knowledge related to the work performed by reading trade journals, attending conferences, seminars and classes, participating in discussions with colleagues and peer institutions, and consulting with vendors

Knowledge, Skills, and Abilities:

To be successful in this position, candidates will need the following:

• Knowledge of Salesforce applications administration, configuration, and IT best practices
• Analytical and problem-solving skills, including the ability to examine and summarize data and trends in order to resolve issues and produce results
• Interpersonal skills, including the ability to facilitate interaction, communication, and teamwork between others
• Organizational skills, including the ability to set and meet goals and deadlines, manage appointments, create schedules, coordinate and facilitate meetings, and make decisions
• Oral, written, and listening communication skills, including the ability to accurately interpret what others are saying and convey messages, information, concepts, and details clearly  
• Customer service skills, including the ability to actively listen, address customer needs, defuse tense situations, and maintain an open, flexible, and friendly demeanor
• Ability to resolve highly technical issues and explain solutions to technical and non-technical staff in a higher education setting. 
• Ability to professionally interact with system-wide information technologists and end users, including faculty, staff, and students
• Ability to discern requirements and perform rigorous analysis to determine appropriate design
• Ability to work independently and as part of a team
• Ability to be proactive in ensuring proper availability of systems/services
• Ability to learn and apply new technologies

QualificationsMinimum Requirements:

• Bachelor’s degree from an accredited institution of higher education, in computer science, computer engineering, computer information systems, or related field, or equivalent professional experience (professional experience may be substituted for the educational requirement on a year-for-year basis)
• Three (3) years of experience as a Salesforce Administrator that includes:
  • Salesforce.org configuration
  • Salesforce.org administration

Preferred Qualifications:

• Five (5) years’ experience as a Salesforce Administrator, as indicated above, which includes:
  • Two (2) years of professional experience in the administration, design, and/or implementation of Salesforce.org, including experience creating objects, fields and workflows, and customizing page layouts, fields, tabs, and business processes
• Experience working with or in government or an institution of higher education
• Management consulting or CRM implementation firm experience
• Experience with Marketing Cloud or Cvent
• Experience with Ellucian CRM Advance
• Experience with Agile project management
• Salesforce.com certification, including administrator and advanced administrator certification

Who we are: System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  This position is located in Denver, or has the possibility of being remote.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration.

The University of Colorado has been proactive in response to the COVID-19 pandemic. You can visit our COVID-19 webpage for more information.

What we offer:

Salary: Salary is competitive and commensurate with skills and experience.

The University of Colorado has been financially impacted by the COVID-19 pandemic and has issued furloughs for select employee groups. This position may be subject to furlough. You can visit our furlough FAQ for more information.

Benefits: The University of Colorado offers an excellent benefits package including:

• Medical: Multiple plan options
• Dental: Multiple plan options
• Additional Insurance: Disability, Life, Vision and Wellness
• Retirement 401(a) Plan: Employer contributes 10% of your gross pay
• Paid Time Off: Accruals over the year
  • Vacation Days: 22
  • Sick Days: 15
  • Holiday Days: 10
• Tuition Benefit: System employees have the benefit on all campuses 
• ECO Pass: RTD Bus and light rail service
• Additional Perks & Programs: Click here to access a few more Perks and Programs

Click here to access our Total Compensation Calculator to see what your total rewards could be at CU. This position is a University Staff position.

More information on benefits programs, including eligibility, is available at www.cu.edu/employee-services/.

Job Category: Information Technology
Primary Location: Denver
Schedule: Full-time
Posting Date: Oct 2, 2020
Unposting Date: Ongoing