Job description

City Colleges of Chicago (CCC), the largest community college system in Illinois, is made up of seven colleges and five satellite sites, providing more than 70,000 students each year access to a quality, affordable education.

The Office of Information Technology (OIT) supports student success by providing a reliable and innovative technology environment for students, faculty, and staff to improve teaching, learning, and support operations. The Business Enterprise Systems key functional areas include PeopleSoft Campus Solutions, PeopleSoft Human Capital Management, PeopleSoft Finance, and Salesforce Customer Relationship Management.

Primary Objective

Reporting to the District Director – CRM Salesforce, the CRM Salesforce Administrator works with the team to ensure that CCC utilizes our Customer Relationship Management (CRM) system and related technologies to maximize institutional effectiveness, achieve recruitment and retention goals, and drive a superb customer experience.

The CRM Salesforce Administrator plays a critical role in leveraging the power and flexibility of the Salesforce platform and understanding of each customer’s business strategy to implement technical solutions to streamline business processes and improve the user experience. Performs related duties as required.

Essential Duties

Remotely provides day-to-day leadership to ensure continuous improvement of utilization, adoption, and effectiveness of CCC’s CRM.
Remotely supports users in adoption of CRM platform, ensuring that the CRM is fully incorporated into department workflows and that there is no need for “shadow systems.”
Creates and maintains workflows to automate routine CRM based tasks and streamline business operations.
Works remotely with stakeholders across the organization to develop requirements, obtain necessary sign-off, and translate into functional and/or technical specs for the appropriate development team.
Participates remotely in key strategic events and meetings as required to drive CRM strategy.
Keeps a keen eye on the impact of customizations and enhancements against total cost of ownership.
Creates and/or assigns proper security roles to fit new user types. Grants and removes access appropriately as staffing changes occur.
Communicates best practices and tips to drive user adoption and effectiveness.
Assists in evaluating and communicating new release information from Salesforce
Remotely works closely with functional leaders, organizational units, and subject matter experts to identify, develop and deploy new business processes throughout the organization, including: Enrollment, Recruitment, Fundraising, Marketing, Outreach, Alumni Management and other core business areas.
Develops, deploys, publishes, and ensures action orientation for dashboards and reports.
Enforces data quality controls.
Remotely manages day-to-day monitoring of data integrations between Salesforce and key CCC systems
Completes and/or monitors bulk updates to correct data issues.
Creates quality assurance test cases for functionality and data enhancements, manages the quality assurance testing and verifies results.
Remotely assists with training both new and existing users as the system continues to grow and evolve.
Completes regular internal system audits.
Provides input on the selection of 3rd party tools which extend the functionality of the CRM.
Remotely assists other key CRM team members with execution of tasks in Marketing Cloud as needed.
Coordinates remotely with external team resources or consultants as required

REPORTING RELATIONSHIPS

Reports To District Director – CRM Salesforce

Direct Supervision None

Qualifications

Bachelor’s degree from an accredited college or university
Three years of relevant experience with Salesforce Administration certification preferred

Employees working remote are responsible for providing a stable internet environment with a connection speed of at least 300 megabytes per second (Mbps).
Previous experience with enterprise email systems/marketing platforms desirable
Previous experience in an end-user technical support role desirable
Robust understanding of how business requirements translate to automated work-flows
Ability to drive a proactive strategy to ensure the success of a multi-phase implementation while adapting to changing needs of the organization
Ability to be process-oriented while paying close attention to details
Ability to work with people of varying technical skills from all levels of the organization and to be the go-to person for users.
Strong project management, data management, and training and support skills.
Exceptional written and verbal communication skills.
Proficiency in the use of Microsoft Office (Word, Excel, PowerPoint)

WE OFFER: Excellent health and welfare benefit package and long-term savings and investment programs including 403(b) & 457(b) Investment Plans and a pension plan with the State University Retirement System (SURS) Plan. Generous vacation, holiday, personal and sick days, and tuition reimbursement. For a more detailed overview of benefits, please visit the benefits page of our website.

We are an equal opportunity and affirmative action employer. Chicago residency is required for all full-time employees within 6 months of hire. Thank you for your interest in CCC!

Additional Information