Job Description
All In Credit Union is seeking a motivated, analytical minded individual to administer, promote and implement Salesforce software application along with other business software to ensure functionality and optimum performance.
Your role: Serves as an administrator and support liaison for Salesforce. Leverages knowledge of Salesforce and the business software applications integrated with Salesforce to ensure successful adoption and use of the platform. Gathers requirements for adding or changing the Salesforce implementation. Provides user acceptance and usability testing to ensure effective functionality. Provides guidance on how Salesforce can best serve the credit union's needs. In collaboration with the other internal business partners, configures, supports, troubleshoots, and works to enhance Salesforce to ensure optimum performance.
Y o ur Responsibilities: - Conducts user and task analysis to guide the development and ongoing refinement of the Salesforce implementation.
- Facilitates workshops to create process understanding. Documents workshop outcomes through use of journey maps and service blueprints.
- Assists with implementing effective business processes and workflows using standard objects and fields in addition to customizing objects and fields (including formula fields), page layouts, security rules, workflow and validation rules.
- Understands system and usage performance metrics. Collaborates effectively toward designing improvements and optimizing member experience.
- Develops business user requirements, system documentation, and change management plans following proper change management procedures.
- Identifies, recommends, and provides solutions for improvement in internal processes.
- Consults with business units in understanding and implementing system functionality aimed at improving and streamlining their operation.
- Creates and customizes reports and dashboards.
- Assists in troubleshooting system problems and coordinates Salesforce performance and productivity issues.
- Conducts user acceptance and usability testing of new features to ensure effective and efficient flows. Prepares test procedures, scripts, and test data. Documents testing outcomes and recommendations.
- Creates system and end-user documentation.
- Provides training and coaching to assist Salesforce end users.
- Responds in a timely fashion to end users' needs and support tickets.
- Provides secondary monitoring and reporting of Salesforce internal SLA's and KPI's.
- Assists with administrative functions within the platform, to include monitoring and auditing user rights and license usage.
KNOWLEDGE, SKILLS AND ABILITIES: Experience: One year of experience in CRM administration, preferably in Salesforce, or demonstrated completion of Salesforce training courses and/or Salesforce certifications preferred.
Education: Bachelor's degree in Computer Science, IT, Business, or related field (or equivalent professional and technical experience)
Interpersonal Skills: Work normally involves contacts with persons beyond immediate associates generally regarding routine matters for purposes of giving or obtaining information which may require some discussion. Outside contacts take the form of service to the public (members or vendors) requiring ordinary courtesy in providing assistance and information.
Other Skills: - Knowledge of MS Office suite (Word, Excel, PowerPoint), Outlook, and Internet applications.
- Knowledge of financial institution business processes and core applications.
- Knowledge of and use of reporting/query tools.
- Knowledge of principles and processes for providing customer and personal services including meeting quality standards for services, and evaluation of customer satisfaction.
- Skill in creating effective charts and data visualizations using pivot tables.
- Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Skill in understanding the implications of new information for both current and future problem-solving and decision-making.
- Skill in identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
- Skill in considering the relative costs and benefits of potential actions to choose the most appropriate one.
- Skill in active learning and understanding the implications of new information for both current and future problem-solving and decision-making.
- Skill in effective verbal and written communication appropriate for the needs of different audiences.
- Skill in managing one's own time and the time of others.
Knowledge of BSA/OFAC compliance and be able to assist members with questions concerning BSA-complete yearly training.
Why Join Us? At All In Credit Union, we believe in building a supportive and inclusive environment where members and team members alike feel valued. We offer opportunities for professional growth and community involvement within a dynamic, purpose-driven organization.
We are committed to fostering a workplace culture that exemplifies our values: Sparkle-embracing Smiling, Passionate, Accountable, Resilient, Kind, a Listener, and Empathetic.
Commitment to Equal Opportunity All In Credit Union is an Equal Opportunity Employer. We are dedicated to fostering an inclusive, member-focused environment. We fully accommodate employees with disabilities while ensuring exceptional service. We are proud to be an Equal Opportunity Employer of Females, Minorities, Veterans, and Disabled individuals, and we maintain a drug-free workplace.
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