Salesforce Administrator and Business Analyst

JOB DESCRIPTION: SALESFORCE ADMINISTRATOR AND BUSINESS ANALYST DEPARTMENT: Information Technology REPORTS TO: Chief Information Officer (CIO) SUPERVISORY RESPONSIBILITY: None FLSA: Exempt; Full Time LAST REVISED: 03/21/2024 POSITION SUMMARY The Salesforce Administrator and Business Analyst will provide excellent customer service and support, define system requirements, manage the integration of third-party applications, and design and build solutions to improve business processes throughout the agency.
The Salesforce Administrator and Business Analyst will be a proactive problem-solver who works directly with stakeholders and subject matter experts to customize the Salesforce platform to meet Crisis Assistance Ministry's operational and strategic goals.
Salesforce is Crisis Assistance Ministry's mission-critical customer relationship management (CRM) system, allowing the agency to track and measure impact and better serve and connect with customers, partners, donors, and volunteers.
PRINCIPAL DUTIES AND RESPONSIBILITIES Salesforce Administration •Serve as primary system administrator for the Salesforce platform where all agency customer/program, volunteer, and donor data resides.
•Handle all essential administrative functions, including managing user permissions, profiles, and roles; customizing and developing objects, fields, record types, page layouts, validations, and automation; and creating and managing complex process flows, workflow rules, data validations, and triggers.
•Design and build online forms and Salesforce connectors.
•Use data management tools to filter, export, and import large data sets for reporting and analysis.
•Develop and manage email and document merge solutions.
•Administer and manage integrations with FormAssembly, Campaign Monitor, and HandsOn Connect tools.
•Complete regular internal system audits and prepare for upgrades.
•Monitor data backups and perform annual data purge.
•Train new and existing Salesforce users on how to use system features and processes most efficiently.
•Stay current on the platform's new tools, capabilities, and updates.
•Create and maintain documentation on processes, policies, and system configuration.
Business Analysis •Facilitate discussions with subject matter experts and stakeholders to analyze current workflows, define functional system requirements for improved and future state workflows, and develop best practices for data collection.
•Troubleshoot and report on familiar sources of technical issues or questions and make recommendations to stakeholders.
•Constantly on the lookout for ways to streamline data entry and improve service delivery for staff while creating customer-centric solutions for donors, volunteers, and customers.
•Be proactive in identifying and evaluating new tools for improved efficiency or reducing costs.
•Perform quality assurance and define reporting and alerting requirements.
•Own and develop relationships with third-party application vendors, working with them to optimize and enhance integrations.
REQUIRED EXPERIENCE AND EDUCATION Leadership, Passion, and Teamwork: •Proven passion for serving people in poverty.
•Highly collaborative and energized by a fast-paced environment.
•Excited about leading in a rapidly changing environment with people dedicated to customer dignity.
Skills and Expertise: •Five or more years of customer relationship management (CRM) database administration work experience required.
•Certified Salesforce Administrator preferred.
•Familiarity with Salesforce Nonprofit Success Pack (NPSP) preferred.
•Working knowledge of the customer (case), volunteer, and donor management processes and best practices.
•Flexibility to work after hours and on weekends to implement system changes outside of regular business hours.
•Proven ability to design and implement new processes and facilitate user adoption.
•Creative and analytical thinker with strong problem-solving skills.
•Ability to communicate effectively at all levels of the organization.
•Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, and distinguish user requests from the underlying actual needs.
•Demonstrated interpersonal/relationship-building skills.
•Self-motivated; able to work independently and as a team member.
•Excellent knowledge of Microsoft Office Suite: Word, Excel, PowerPoint, Outlook.
GENERAL INFORMATION The above statements describe the general nature and level of work being performed by individuals assigned to this position.
They are not intended to be an exhaustive list of duties, responsibilities, and skills required of personnel so classified.
This job description should not be construed to constitute contractual obligations of any kind or a contract of employment between Crisis Assistance Ministry and any employee.
Employment at Crisis Assistance Ministry is "at will," and either party can terminate the employment relationship at any time, with or without just cause.
ABOUT CRISIS ASSISTANCE MINISTRY Crisis Assistance Ministry is Mecklenburg County's agency that offers financial stability to low-income families.
Specifically, Crisis Assistance Ministry helps families facing financial crisis by providing for basic needs, including emergency rent and utility assistance, clothing, appliances, and household goods; fostering housing stability through partnerships, one-on-one coaching, and support that help families rebuild financial stability; and empowering the community to advocate for people facing poverty.
On a typical day, nearly 120 families seek assistance through this Charlotte-based organization.
Visit crisisassistance.
org or follow us on Facebook, Twitter, and Instagram to learn more.