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Salesforce CRM Administrator

Position Number: 3053658
Location: Remote
Position Type: Computer and Information Technology

The Application Infrastructure Services (AIS) department, within UW–Madison's Division of Information Technology (DoIT), is seeking to grow our team with two Salesforce CRM admin positions. These positions will support the Identity Access Management (IAM) and Web Platforms/Services (WPS) teams.

The Opportunities:
The IAM CRM Admin will serve as the primary Admin for the CIAM/Profile (identity hub) Org. They will help set priorities and work for product launches and enhancements of Profile, a personalizable identity experience for UW-Madison constituents.

The position in WPS will focus on requirements gathering, an initial discovery effort, and the creation of a project proposal for Salesforce Help Desk/Self Help and ITSM tool integrations.

Who are we looking for?
While knowledge and experience in IAM or business analysis is a plus, we will teach eager candidates who are willing to learn. Training for this role includes formal coursework, self-study, hands-on projects, and ultimately learning alongside the team. Our teams use a modern agile framework to manage work and priorities and have an emphasis on life/work balance.

Excellent candidates will have a drive to continually learn, enhance their technical skills, and work in a team environment within an exciting department that values problem-solving, communication, innovation, continuous improvement, and collaboration.

RESPONSIBILITIES:

Configures, integrates, administers, and provides advanced and varied consultation, project management, and operational support of highly complex applications or services with a large number of users. Anticipates issues and devises resolution methodology to support the business operations of the institution.

10% Creates and updates access permissions and maintains user accounts to maintain application security through user profile management

20% Troubleshoots hardware, software, and system problems and resolves issues and questions by working with vendors

10% Participates in the evaluation of vendor software releases and impact

15% Recommends application enhancements or changes that may involve custom design, integrations, and third-party products

15% Participates in the design, development, and implementation of test and production objects. Defines user requirements and performs configuration, change management, and testing activities

5% Develops and maintains documentation related to the system. Communicates system enhancement or changes as needed

10% Plans and directs staff implementation of small to medium technical projects related to system as needed

10% Regularly communicates with internal leadership to assess efficacy of system and discuss improvements and new features

5% In collaboration with the Salesforce administrators and/or Business Analysts, use Salesforce to improve processes and productivity, support scaling as an organization, define and co-manage a change management (release) process.

INSTITUTIONAL STATEMENT ON DIVERSITY:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

EDUCATION:

Preferred

Bachelor's Degree

QUALIFICATIONS:

Required Qualifications

-Experience as a Salesforce administrator, business analyst, or consultant with a strong understanding of the Salesforce platform

-Willingness to learn new tools and technologies; with demonstrated ability to apply what you've learned into daily work, solutions, projects, etc.

Preferred Qualifications

-Experience with project management, training documentation, and prioritizing tasks

-Able to assess the impact of new requirements on Salesforce and other integrated systems

-Salesforce certifications: administrator, experience cloud consultant, education cloud consultant, and service cloud consultant certifications or an in-depth understanding of these capabilities

-Creative and analytical thinker with strong problem-solving skills and able to understand and articulate complex processes

-Demonstrated ability to communicate effectively verbally and in writing with project team members, users, and external stakeholders

-Ability to critically evaluate and prioritize information gathered from multiple sources, reconcile conflicts, set expectations, and meet deadlines

COVID-19 CONSIDERATIONS:

UW-Madison continues to follow necessary health and safety protocols to protect our campus from COVID-19. All employees remain subject to the COVID-19 Workplace Safety Policy: https://policy.wisc.edu/library/UW-5086. Please visit https://covidresponse.wisc.edu for the most up-to-date information.

WORK TYPE:

Full Time: 100%

This position has the option to work remotely or hybrid in-person. Remote work requires an approved remote work agreement (RWA) agreement, which is reviewed and approved annually. An RWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a University provided computer.

APPOINTMENT TYPE, DURATION:

Terminal, 12 month appointment.

This position will initially last one year, with the possibility of extending up to a maximum of two years and/or it may turn into an ongoing appointment based on program need and funding availability.

SALARY:

Minimum $60,000 ANNUAL (12 months)

Depending on Qualifications

Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

To apply, visit: https://jobs.hr.wisc.edu/en-us/job/512583/salesforce-crm-administrator

ADDITIONAL INFORMATION:

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment.

WPS teams and IAM primarily work during normal business hours. Outages, degraded service, and emergencies are addressed on an as-needed basis. After being notified of a service disruption the team will make a best effort attempt to restore services as quickly as is feasible and provide updates on the status of the request.