Senior CRM Systems Administrator
Northwest Federal Credit Union
- Herndon, VA
- Permanent
- Full-time
Responsibilities
- Works with the business stakeholders to determine overall priorities, plan releases in alignment with priorities, enable capabilities that deliver business value
- Manages all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
- Implements CRM configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports
- Sandbox environment management
- DevOps/release management
- Proactively identifies, addresses, and escalates risks and issues
- Identifies and gathers requirements, translating into best practice, scalable solutions with a focus on exceptional user experience
- Identifies unused or underutilized platform features
- Data management to improve CRM data quality, implementing rules and automation as needed
- Proactive system maintenance including security reviews, release updates, health checks and optimizations
- User support ticket management
- Monitors and improves user adoption
- Act as the primary point of contact for internal users, providing initial support and troubleshooting assistance for questions and issues within Salesforce
- Create and maintain detailed documentation of business processes, requirements, and solution designs
- Ensure documentation is clear, comprehensive, and accessible to relevant stakeholders
- Collaborate with technical teams to deliver solutions that meet business needs and best practices
- Management of integrated applications and third party suppliers
- Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)
- Bachelor’s degree in Computer Science, Information Systems, Business Administration, or other related field
- Strong Salesforce product knowledge and a minimum of 3 years’ of Salesforce implementation and administration hands-on experience
- A proactive attitude to platform enhancements
- Prior change management and governance experience
- Knowledge of Core Banking solutions
- Excellent relationship-building skills
- Ability to liaise with stakeholders at all levels
- Ability to translate requirements into technical solutions
- Experience training end-users and key stakeholders
- Technical documentation experience
- Experience implementing core and/or ancillary systems configuration changes
- DevOps/release management experience
- Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely
- Ability to work Monday - Friday, 8:00am - 4:30pm
- Certified Salesforce Administrator
- Additional CRM certifications e.g. Advanced Administrator, Platform App Builder