Want to be at the cutting edge of research and innovation on a vibrant, dynamic campus shaping the future of education? Were seeking applicants with diverse skills and experience to join the Boston University Information Services & Technology (IS&T) community. Our IS&T Applications team is looking for Senior CRM Administrator who will be responsible for the design, configuration, low-level app building and lead the release engineering and support of CRM/Salesforce applications. Its components and integration are used to enable Boston University's academic, administrative, Student, Alumni and ancillary processes. It is an advanced professional role that may work on multiple projects as a lead and as a subject matter expert. This position will participate in projects that require knowledge of several Salesforce products such as Sales Cloud, Service Cloud, Education Cloud, Experience Cloud, Marketing Cloud, CRMA - Analytics Cloud, the force.com platform and has a mix of app exchange applications as well as non- Salesforce enterprise systems. The Senior CRM Administrator will coach, and mentor more junior technical staff as needed.

Position Responsibilities

• Participate in medium to large project teams, mostly on multiple projects, to design, configure, declarative development using Salesforces built-in features such as custom objects, validation rules, and flows, test and release applications/components pursuant to business, architectural and/or service requirements. Design, configuration, development, test and release activity should be in alignment with industry and BU best practices, guidelines and standards.

• Participate in operational support of CRM ecosystem with Marketing-Communication and analytical-reporting based services. This includes consulting on or working on incidents, service requests, defects, enhancements, software upgrades, release update or patches, solving complex business as well as technical problems and service improvement initiatives. Coaches and mentors junior staff members as needed.

• Lead the business application operations and participate in service management of the Salesforce platform based products for one or more assigned service offerings. Work with the Platform Lead and Service Component Manager to plan and schedule vended product upgrades and operational maintenance.

• Lead and contribute to innovative and investigation efforts that involve assessing new products, scaling or extending existing products to other clients or departments and work on proof of concepts as needed to provide solutions that solve evolving business needs.

• Invests time learning/enhancing skills related to Salesforce, Marketing Cloud and related technologies.

Required Skills

• Bachelor's degree in computer science, Information Systems, or other related fields.

• Well-rounded IT work experience in Software Development/engineering with a progressive trajectory of implementations using application or web development skills of various products of Salesforce.

• We are looking for 10+ years of administration and declarative development experience either in full-time or consultant roles with implementing Sales/Service/Experience/Marketing/Analytics Clouds.

• Experience working with or possesses knowledge of Application and/or web development languages, libraries and code repositories/deployment tools is required. Working knowledge on tools like GitHub, VS code and Gearset is a plus.

• Experience working with Salesforce APIs, web services, Lightning platform and LWS and proficiency in SOQL.

• Experience implementing integrations with Salesforce with enterprise and non-enterprise systems as well as other Salesforce products is required.

• Demonstrated or acquired understanding of project management concepts and frameworks such as waterfall, Prince 2, Scrum, or agile development methodologies.

• Experience working on projects/issues of medium to high complexity.

• Effective oral and written communication skills along with ability to multi-task, switch priorities and be deadline focused.

• Advanced computer skills in the following administrative software packages: MS Word, PowerPoint, Excel, and Visio.

Preferred Qualifications

The following Qualifications are preferred, if you meet some, but not all, you are still encouraged to apply; we value employees with a willingness to learn.

• Master's degree in computer science / information technology / information services or other related fields (or) equivalent experience of 7 years or more in software engineering or information technology industry.

• Achieved certifications of administration (Beginner and/or Advanced) in Salesforce, Marketing Cloud, and related products.

Additional experience in the following will be a bonus:

• Previous experience in Higher Ed industry

• Analytics Cloud/Tableau CRM configuration and development of data integration, and complex dashboards

• Marketing and data Automation, email templates & journey creations (Salesforce Marketing Cloud formerly known as Exact Target)

• Education Cloud, CDP and DataCloud

• Implementation experience with app exchange apps such as TargetX, Blackthorn

Boston University offers an excellent benefits package including:

• Time Off: In addition to generous sick and vacation PTO, BU employees have a paid intersession break, and 13 paid holidays.

• Retirement: University-funded retirement plan with full vesting after 2 years of eligible service.

• Tuition Assistance Program: Competitive tuition assistance program for yourself and family members.

• Transportation: BU offers a discounted MBTA pass as well as additional options to assist employees in their daily commute.

• Wellness: BU offers programs and classes at little or no cost, including workshops and personal counseling, please check out https://www.bu.edu/wellness/ for more information!

• Culture & Community: BU also offers access to discounts or free admission to various city art/cultural institutes around Boston. IS&T invests in our staff and their personal and professional growth.

We promote staff learning including lunch and learn sessions, an extensive library of online courses, and opportunities to engage with peers at NERCOMP and EDUCAUSE events. Our Fun Advisory Board (FAB) arranges a number of events throughout the year; recent events included a night a Lucky Strikes Boston, karaoke night, BU hockey game, a night at Symphony Hall, pancake breakfast, and a department holiday lunch.

If you require a reasonable accommodation in order to complete the employment application process, please contact the Equal Opportunity Office at 617-353-6474.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, natural or protective hairstyle, religion, sex, age, national origin, physical or mental disability, sexual orientation, gender identity, genetic information, military service, pregnancy or pregnancy-related condition, or because of marital, parental, or veteran status. We are a VEVRAA Federal Contractor.

Required Experience