Job Summary:
UW-Madison is in the early stages of implementing Salesforce as the enterprise constituent relationship management (CRM) platform. The Enterprise CRM and Engagement Solutions (ECES) team, located centrally within the Division of Information Technology collaborates with stakeholders across campus to understand their requirements and build enterprise solutions while developing a domain-driven, integrated Salesforce rollout strategy for the entire university.

The CRM Administrator/Business Analyst (Admin/BA) role will help maintain one of the enterprise Salesforce instances on behalf of a specific stakeholder group, UW-Extension. The Admin/BA will focus on implementing Blackthorn Events, then explore other opportunities within Extension to determine their CRM needs, understand pain points, and conduct extensive requirements gathering.

This position will collaborate with other ECES team members to architect and build solutions, participate in new project work, support Extension users and fulfill their production support requests.

Responsibilities:
Configures, integrates, administers, and provides advanced and varied consultation, project management, and operational support of highly complex applications or services with a large number of users. Anticipates issues and devises resolution methodology to support the business operations of the institution.
5% Creates and updates access permissions and maintains user accounts to maintain application security through user profile management
5% Monitors and maintains performance metrics for application features and recommends and takes corrective/preventive actions
5% Troubleshoots hardware, software, and system problems and resolves issues and questions by working with vendors
5% Participates in the evaluation of vendor software releases and impact
5% Coordinates and monitors updates and the installation of upgrades and patches
20% Recommends application enhancements or changes that may involve custom design, integrations, and third-party products
25% Participates in the design, development, and implementation of test and production objects. Defines user requirements and performs configuration, change management, and testing activities
15% Develops and maintains documentation related to the system. Communicates system enhancement or changes as needed
5% Plans and directs staff implementation of small to medium technical projects related to system as needed
10% Regularly communicates with internal leadership to assess efficacy of system and discuss improvements and new features
Institutional Statement on Diversity:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:
Preferred
Bachelor's Degree

Qualifications:
Required Qualifications:
-Experience as a Salesforce administrator in a production environment
-Experience conducting business analysis work, such as: eliciting business requirements; document business processes; developing and assessing business cases for change; measuring the impact of process improvements; leading or preparing change management processes
- Experience designing and implementing technology solutions to meet users' needs

In addition to required qualifications, the most qualified candidates may also have the following preferred qualifications:
- Experience providing technical support to end users of software systems
- Experience developing and leading technology-focused training
- Experience or certifications in Salesforce (particularly Administrator, Business Analyst), Informatica, Design Thinking, and/or equivalent practices or methodologies
- Experience working with higher education institutions
- Familiarity with Salesforce Education Data Architecture (EDA)
- Experience with implementing and supporting Blackthorn Events