Application Administrator, Salesforce
Location
Vancouver, British Columbia, Canada
Role
Administrator
Contract
Contract
Salary
n/a
Staff - Non Union
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
Work Performed
Core Duties:
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
Preferred Qualifications
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Information Systems and Technology, Level D
Job Title
Application Administrator, Salesforce
Department
OCIO | Salesforce Solution & Delivery
Compensation Range
$8,305.08 - $12,952.33 CAD Monthly
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
October 24, 2024
Note: Applications will be accepted until 11:59 PM on the Posting End Date.
Job End Date
Jan 31, 2026
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,
- Manage synchronization of constituent data, campaign data and engagement metrics between Marketing Cloud and Salesforce CRM
- Develop automated workflows and journeys in marketing cloud automation studio
- Manage data extensions and audience segments based on various criteria
- implement industry best practices for email deliverability
- Manages new releases of Salesforce to efficiently roll out new features
- contributes to the strategic planning of the Salesforce platform
- Leads processes and procedures development to improve salesforce org health
- Maintains security of the system by analyzing and recommending updates to sharing rules and security levels
- Acts as project lead for operation projects concerning data integrity, and leads duplicate management, data cleanup, execution of bulk operations using tools like SOQL and Data Loader and defining data validation rules
- Designs and builds data integration points between Salesforce and multiple internal and external data sources using integrations tools, platforms, and APIs to extract, transform and load data as required
- Acts as a technical point of contact for business functional teams concerning all application and interface changes
- Leads analyzing, testing, verification and validation of custom software and third party package software implementation
- Analyzes the impacts of proposed changes to technology services and/or performance for UBC IT and other UBC departments.
- Analyzes performance test results and collaborates with technical resources to identify bottleneck.
- Understands key technical environments to effectively identify integration, security, scalability, and performance requirements.
- Build and maintain good working relationships with project teams, business analysts, UBC IT colleagues, and client stakeholders.
Core Duties:
- Provides specialist advice to IT and business personnel
- Analyzes and reviews system features and requirements (i.e. functional, integration, security, scalability and performance) and provides advice on options, risks and costs versus benefits.
- Conducts a review of specifications, design, development, implementation, upgrades, and ongoing technical support of the Salesforce platform.
- Conducts testing, debugging, and deployment of new or customized application modules, and provides ongoing maintenance and support of those modules.
- Analyzes user adoption of the system and leads in the development of end-user training
- Validates customized software, functional specifications and prototypes.
- Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
- Performs other related duties as required.
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
- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own
- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion
- Maintain relevant salesforce certifications including but not limited to Administrator, Advanced Administrator and Marketing Cloud Administrator
- A minimum of 5 years of experience, in-depth knowledge of applications and the business requirements supporting them or the equivalent combination of education and experience.
- Must have demonstrated combination of knowledge and experience in the IT project lifecycle including project management, business analysis, development, quality assurance, change management and related disciplines.
- Working experience on enterprise-wide projects
- Proven experience in business analysis, including requirement gathering, process mapping, and stakeholder engagement
Preferred Qualifications
- Undergraduate degree in a relevant discipline.
- Experience with the traceability, requirements and issue tracking systems.
- Strong troubleshooting skills and ability to provide creative solutions to problems and business challenges
- Ability to deploy complex third-party applications and software packages
- Proven knowledge and continuous learning of application support best practices.
- Excellent organizational, planning, and prioritization skills.
- Ability to multi-task and address project and operation demands in a fast paced and changing environment.
- Strong customer service and interpersonal skills
- strong communication skills
- Demonstrates the willingness, ability, and enthusiasm to learn new processes, methodologies or technologies.
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.
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.
University of British Columbia
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