Senior CRM Systems Administrator

Overview:

The Senior CRM Systems Administrator is responsible for continually enhancing our Salesforce platform, gathering requirements and feedback, and designing scalable best practice solutions. This role encompasses all aspects of user management including support tickets, training, and designing solutions with user satisfaction a priority.

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)

Qualifications:

Required

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

Preferred

Certified Salesforce Administrator

Additional CRM certifications e.g. Advanced Administrator, Platform App Builder

EEO Notice:

Northwest Federal Credit Union is an Equal Opportunity Employer and will consider all qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, protected veteran status or any other classification protected by law.

NWFCU complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact the Human Resources Department at (phone number removed) or (url removed).

Permanent