Salesforce Administrator

Salesforce Administrator

Position Number: 500637
Full Time or Part Time: Full Time
Anticipated Recruitment Range: $62,115 - $75,197
Position Type: Non-Faculty
Job Category: Non-Faculty Information Technology

Organizational Unit Overview:

Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

The Universitys Salesforce Team within ITCS provides strategic, technical, and operational support for ECUs enterprise Salesforce platform, which underpins CRM capabilities across admissions, student success, advancement, and engagement. This team is responsible for delivering secure, scalable, and high quality solutions that enable ECU to optimize constituent experiences and institutional outcomes. Core functions include both declarative and programmatic configuration, platform administration, integration with enterprise systems (SIS, ERP, LMS), release management, data governance, and user enablement. By partnering with functional stakeholders and leveraging Salesforce best practices, the team ensures that ECUs CRM environment remains reliable, compliant, and aligned with the universitys mission to enhance student success and operational excellence.

Job Duties:

The Salesforce Administrator is responsible for configuring, operating, and supporting ECUs enterprise Salesforce environment as part of the centralized Enterprise CRM Platform Team. This role focuses on building and maintaining declarative solutions such as Flows, layouts, permissions, and validation rules, while collaborating with developers on programmatic functionality. The Administrator manages security and access controls, resolves Level 2 support tickets, and ensures platform reliability through documentation, testing, and participation in release readiness activities. Additional responsibilities include creating reports and dashboards, performing routine data quality tasks, and contributing to user adoption through targeted training and enablement materials. By partnering with technical and functional stakeholders, and working within sprint-based delivery and continuous improvement practices, the Administrator ensures that all configurations adhere to institutional security standards, support peak academic periods, and align with ECUs mission to deliver secure, scalable, and high-quality CRM solutions.

Configuration & Automation

Design, build, and maintain declarative Salesforce solutions that support ECU business processes while adhering to enterprise platform standards. Responsibilities include configuring Flows (record-triggered, screen, and scheduled), page layouts, Lightning record pages, validation rules, custom metadata, and permission models to meet functional requirements. Evaluate business requests to determine when declarative solutions are appropriate versus when programmatic development is required, and collaborate closely with Salesforce Developers to support and maintain programmatic solutions once deployed. Participate in sprint-based delivery and continuous improvement activities by refining configurations based on user feedback, testing outcomes, and evolving institutional needs. Document configuration decisions, assumptions, dependencies, and known constraints to ensure maintainability, auditability, and long-term platform stability.

Support & Triage

Provide ongoing Level 2 Salesforce application support by triaging, troubleshooting, and resolving incidents and service requests escalated from the Service Desk. Analyze reported issues to identify root causes related to configuration, data, automation, or user access. Coordinate with developers, integration teams, and business stakeholders when issues span multiple systems or require code-level intervention. Contribute to continuous improvement by updating knowledge articles, FAQs, and administrative documentation to reduce recurring issues and improve first-contact resolution.

Release Readiness & Testing

Support the Salesforce release lifecycle by contributing configuration-level readiness and testing activities. Prepare configuration changes for deployment, develop and execute test scripts, validate acceptance criteria, and participate in User Acceptance Testing (UAT). Review changes for compliance with institutional security, performance, accessibility, and design standards, and assist with post-release validation activities, particularly during peak academic or operational periods.

Security & Access Control

Administer Salesforce security and access controls to ensure appropriate data protection and regulatory compliance. Configure and maintain profiles, permission sets, roles, sharing rules, and access policies based on the principle of least privilege. Support periodic access reviews, audits, and compliance activities by producing documentation and reports as needed. Partner with identity, security, and compliance teams to align Salesforce configurations with institutional data handling policies and applicable regulations (e.g., FERPA, HIPAA where applicable).

Documentation

Create and maintain clear, accurate, and up-to-date administrative documentation, including standard operating procedures (SOPs), configuration runbooks, change logs, and decision records. Capture architectural and configuration rationales to explain why solutions were implemented, not just how. Ensure documentation supports operational continuity, onboarding of new administrators, and effective collaboration across the Enterprise CRM Platform Team.

Data & Reporting

Develop and maintain Salesforce reports and dashboards to support operational monitoring and decision-making. Assist with data imports, exports, and routine data maintenance activities in accordance with governance standards. Perform basic data quality tasks such as identifying duplicates, validating field usage, and supporting cleanup initiatives. Partner with data, analytics, or BI teams as needed to ensure alignment between Salesforce reporting and enterprise reporting solutions.

Adoption & Training

Support user adoption by providing targeted training and guidance to end users, power users, and system champions. Contribute to the development of enablement materials such as job aids, quick reference guides, and release communications. Assist in change management efforts by helping users understand new functionality, process changes, and best practices for using Salesforce effectively within their roles.

Other Duties

Perform other duties as assigned to support the mission and operational needs of the Enterprise CRM Platform Team and ECU.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. 'Reasonable commuting distance' is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employees assigned duty station in Greenville, NC.

This position may be eligible for Flexible Work Arrangements (FWA) under the ECU FWA Policy.

Contingent upon availability of funds.

Minimum Education/Experience:

Bachelors degree or equivalent combination of education and experience.

All degrees must be received from appropriately accredited institutions.

License or Certification Required by Statute or Regulation:

NA

Preferred Experience, Skills, Training/Education:

• Prior experience with university or nonprofit CRM environments, especially with a strong focus on documenting configuration decisions, maintaining data quality, and supporting institution-wide business processes.
• Ability to explain when and why declarative solutions are preferred, and to collaborate effectively with developers on programmatic builds, including supporting and maintaining programmatic functionality once deployed.
• Experience providing production Salesforce support in an enterprise environment, including triaging issues, identifying root causes, and communicating clearly with both technical and non-technical stakeholders.
• Salesforce Certified Administrator credential is strongly preferred; additional certifications such as Education Cloud Consultant or Advanced Administrator are considered a plus.
• Familiarity with compliance standards such as FERPA, HIPAA (as applicable), PCI, and institutional data handling policies, particularly as they relate to user access, data visibility, and platform configuration.
• Demonstrated ability to create and maintain clear administrative documentation, including configuration rationales, standard operating procedures, and support knowledge articles.
• Exposure to the following tools and technologies:
  • Salesforce (Education Cloud/EDA preferred; Service Cloud, Experience Cloud, Public Sector Solutions, Marketing Cloud as applicable
  • Agile Accelerator
  • DevOps tools: Git/SFDX, DevOps Center, Gearset, CI runners, test automation frameworks, including participation in multi-environment testing and release processes
  • Integration platforms: MuleSoft / ETL; SSO / IdP
  • BI tools: Power BI