Application Administrator, Salesforce

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary

The Application Administrator is primarily responsible for the ongoing administration and technical support for UBC s Salesforce platform, including both CRMs and Marketing Cloud. The Application Administrator elicits, analyzes, validates, and verifies business objectives, processes and functions for software development and/or integration to optimize the use of technology and improve organizational effectiveness, efficiencies and economies. Working in partnership with the CRM and Marketing Cloud Product Owners and development team, the role determines the strategic direction for the implementation of Salesforce both technically and as an advocate for the Salesforce platform in order to best meet the needs of the University. As a subject matter expert, the application administrator leads the roll out of new features and serve as a key member of the quality assurance team. In addition, this role is responsible for systems infrastructure provisioning, configuration, enforcing established data security policies; and monitoring platform health and performance.

Organizational Status

• The Application Administrator reports to the Senior Manager in UBC IT – Salesforce Solution & Delivery team.
• Works daily with a project team typically made up of a project manager, developers, functional experts, and other project specialists
• Works closely with a broad range of stakeholders, including management and staff of UBC IT, clients from administrative and academic units, and external entities including vendors, regulatory agencies, and partner institutions.

Work Performed

Specific Duties:

• Administers the enterprise Salesforce platform along with third party integrated applications from the Salesforce AppExchange, across multiple development and production environments
• Leads the collaborations with others within the team, across various units in UBC and with vendors to problem solve technical issues
• manage user permission and security setting to provide sensitive data and ensure stability of the system
• Analyze requirements to design and implement solutions using Salesforce objects, triggers, workflows, pages and rules,

Consequence of Error/Judgement

Errors in judgment, poor planning, or failure to act decisively could have a detrimental effect on UBC mission critical systems. Unreliable systems and code errors that disrupt the operations of these system, or failure to meet contractual obligations for performance and availability will damage the reputation of UBC and UBC-IT. This could adversely impact the University community, including the large majority of students, faculty and staff, and could cost hundreds of thousands of dollars in lost productivity, funding and revenue.
Provides input into decisions within established guidelines regarding the application of quality assurance practices to meet set requirements or makes decisions regarding solutions to defined problems.
The position will work with Program Managers, Project Managers, Programmer Analysts, Business Analysts, Vendors, Quality Assurance staff and users in ensuring the highest quality of the software promoted into our UBC production environments.

Supervision Received

Works under the general direction and receives daily direction from the Senior Manager in UBC IT – Salesforce Solution & Delivery. Must be able to work independently as well as contribute actively and collaborate openly as a team member.

Supervision Given

Provides mentoring and coaching to new or less experienced Business Analysts, Quality Assurance Analysts, Administrators and Developers in the area of salesforce administration. Also provides leadership and education to other staff in UBC IT and to the greater UBC community.

Minimum Qualifications

Good understanding of key trends and players in the IT industry and higher-education sector

Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Thoroughness - Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs and applies quality checks prior to work submission.