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 703-709-8900 or HRDepartment@nwfcu.org.
