CRM Administrator and Business Analyst

The CRM Administrator and Business Analyst is responsible for executing the day-to-day configuration, support, maintenance and improvement of the CRM platform and integrated data systems. The CRM Administrator and Business Analyst works with stakeholders across the organization to support fundraising strategy and to streamline operations while demonstrating CPM’s values of integrity, community, innovation and diversity.

Salary: $76,000 - $86,000

Benefits information can be found here

Seattle, hybrid work schedule, must reside in WA State

Proof of vaccination required for employment

KEY RESPONSIBILITIES/DUTIES 

• Serve as the primary system administrator for the CRM platform and integrated tools
• Build, evaluate, revise and monitor workflows, apex jobs, visual flows, process builder jobs, APIs and other automations in Salesforce, MVault and other tools in order to support strategic fundraising operations
• Administer custom settings to ensure configuration and processes align with business needs
• Administer user accounts, roles and profiles, manage fields and modify page layouts to support user adoption, business needs and data security
• Oversee data validation, hygiene and maintenance: monitor data quality, build systems to ensure data integrity and execute high volume data corrections using data management tools.  Seek opportunities to improve data quality and data efficacy through optimization of processes and workflow. Carry out CRM data retention procedures (backing up, archiving and purging of data)
• Evaluate, develop, test and deploy platform enhancements, complete regular system audits, evaluate new releases and prepare for system upgrades. Make recommendations and decisions about when and what changes are appropriate
• Design, execute and support integration solutions, tools, workflows and automation including the integration of transactional data, prospect data, engagement data and personalization data. Handle all non-opportunity flat-file data integration, which primarily includes prospect and personalization data, but also includes other types of constituent and engagement data
• Maintain thorough knowledge of CRM data architecture and data model
• Coordinate the evaluation, scope and completion of new enhancement and workflow requests
• Work independently and with users to define and document enhancement requests; assist users in determining the correct data solution for their unique projects and tasks
• Identify and participate in process improvement efforts with a focus on platform capabilities and opportunities, translating use cases and requests into defined data processes and solutions
• Coordinate impact assessment, stakeholder review and prioritization of enhancement requests
• Coordinate enhancement testing and deployment and confirm business acceptance
• Coordinate the evaluation, installation and configuration of third party products
• Troubleshoot complex data issues, identifying the source of the issue and deploying solutions
• Execute communications strategies that drive adoption and support data governance
• Develop comprehensive system documentation to support best practices and provide transparency to defined processes and automations
• Provide end-user training, which includes on-boarding and on-going trainings
• Assist business users with their development of reports and dashboards, encouraging self-service when it comes to access to data
• Collaborate with other team members to foster a positive and productive culture and contribute toward the overall growth of the CPM
• Other duties, responsibilities and activities may change or be assigned at any time with or without notice

REQUIRED SKILLS/ABILITIES

• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests and deliver quality customer service
• Creative and analytical thinker with strong problem solving skills
• Must demonstrate ability to communicate effectively verbally and in writing with all levels of the organization
• Ability to critically evaluate and prioritize information gathered from multiple sources and reconcile conflicts
• Ability to assess the impact of new requirements on Salesforce and other integrated systems
• Ability to quickly master new technology
• Excellent project management skills

EDUCATION AND EXPERIENCE

• Minimum two years of experience as a Salesforce administrator including the creation and maintenance of custom fields and layouts, automations, applications and integrations
• Strong understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, processes, custom views and other content of intermediate complexity preferred
• Strong data management experience, including the development of systems that ensure data hygiene and the ability to troubleshoot and resolve complex database issues
• Ability to assess the impact of new requirements on the CRM and all integrated applications, systems and processes and make recommendations and decisions to meet requirements
• A demonstrated ability to understand and articulate complex processes; proven ability to design, implement and document new processes, facilitate user adoption and support end user skill development
• Demonstrated history of successful project completion
• Salesforce Admin (ADM201 and ADM211) certified preferred
• Experience with fundraising and nonprofit processes preferred

PHYSICAL REQUIREMENTS 

• Ability to perform work duties under stress and time pressures
• Ability to work during Cascade Public Media’s business hours plus occasional evenings, weekends and holidays
• Ability to sit and type on a keyboard for long periods of time

Cascade Public Media is committed to building a team that represents a diversity of thought, experience and personal background and deeply value applicants from diverse backgrounds.