Primary Work Location:

Westborough, MA. Hybrid work schedule available

Job Summary:

The University Information Technology Services (UITS) department of the University of Massachusetts is seeking an experienced Salesforce Administrator who wants to become part of an dynamic team of technology professionals supporting the institution's mission, “To enable UMASS to provide an affordable and accessible education of high quality and to conduct programs of research and public service that advance knowledge and improve the lives of the people of the Commonwealth, the nation and the world.”

We are transforming to adopt new capabilities such as cloud-first architecture, DevOps, and agile. We support a highly distributed and diverse environment for mission-critical systems for multiple campuses. We embrace a culture of continuous learning by fostering a growth mindset and working together to solve hard business and technology challenges, with strong leadership and coordination from the Chief Information Officer (CIO) and direct report units.

Essential Functions:

The Salesforce and Atlassian Administrator will contribute to our mission with a human-centered design approach to develop, administer, and support our Salesforce and Atlassian platforms. Working closely with functional leaders and subject matter experts, the Administrator is responsible for the technical configuration, maintenance, and oversight of the platforms and environments, focused on ensuring appropriate access to and integrity of data and applications in compliance with GDPR and internal data privacy rules and regulations.

Additionally, the Administrator will contribute to the design of technical end-to-end solutions, provide technical expertise, and help identify best practices new business processes and data integrations. This position requires a consultative mindset focused on adaptive fit-for-purpose approaches rather than one-size-fits-all methodology.

The Salesforce and Atlassian Administrator position reports to the Sr. Product Manager for CRM and Digital Experience.

Responsibilities:

• Implement end-to-end solutions for various, administrative use cases using the Salesforce CRM platform, and administer our current offering using case management, knowledge, and marketing.
• Administer our Atlassian suite, primarily in the maintenance, development, and optimization our use of Jira for project management.
• Design and develop workflows within Slack to automate processes as needed and contribute to processes to integration Slack with our platforms.
• Perform day-to-day administration for user accounts, permissions, reports, dashboards, workflows, security, etc.
• Integrate solutions such as secure web forms, digital signature, and Salesforce CRM with websites to enable new digital service capabilities.
• Conduct discovery and analysis using external sources of inspiration, competitive benchmarking, internal stakeholder engagement, and heuristic evaluations.
• Collaborate with other technology groups (application and product managers, infrastructure and operations, security and identity management, architecture, project management office, data and analytics, etc.) on various projects and services.
• Contribute to the design and development of solutions for various administrative and digital marketing use cases leveraging digital applications including Dropbox, Slack, Zoom, and others.
• Develop user stories for product roadmap development and conduct user experience discovery sessions.
• Contribute to quality assurance (QA) through test plan development, automation, and test result remediation.
• Deliver day-to-day support as well as conduct operational and maintenance tasks such as security administration, environment migrations, and job monitoring.
• Develop customer support documentation, reports, and dashboards to ensure customer success.
• Champion efficiency and velocity in the way we work by leveraging appropriate frameworks such as ITIL, Agile, DevOps, and enabling technology platforms.
• Collaborate with the IT Service Delivery team to ensure that IT solutions are designed to meet the business process requirements and objectives.
• Develop and manage service level agreements (SLAs).
• Ensure security and integrity of data in accordance with UMass policies.

Other Functions:

Demonstrated professional proficiency with:

• Continuous learning of new skills and technologies
• Ability to maintain confidentiality and privacy
• Ability to act independently
• Demonstrated ability to work collaboratively with external partners ensuring standards and best practices are adhered to
• Other duties as required.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• Bachelor's degree or equivalent experience
• 5-7 years’ of related experience
• At least 3 years of experience with Salesforce administration.
• Experience with Atlassian products, especially experience with the technical management of Jira.
• Experience with Slack (creating and managing workflows a plus).
• Experience managing projects and boards in Jira.
• Strong proficiency with information architecture and content strategy.
• Experience with Agile development principles.
• Experience working with a version control system such as Github or Bitbucket.
• Proficient with at least one Relational Database Management System (e.g. Oracle, MySQL, PostgreSQL, SQL Server, etc.).
• Familiarity with multiple operating systems (Mac OSX, Windows, LINUX, etc.).
• Experience with cloud platforms such as Azure, AWS, and Heroku.
• Knowledge of Web Content Accessibility Guidelines (WCAG) 2.1 A and AA requirements.
• Experience applying WAI-ARIA authoring guidelines and best practices.
• Excellent cross-functional collaboration, facilitation, and consultative skills.
• Demonstrated ability to communicate thoughtfully and effectively with colleagues, partners, and stakeholders in person, virtually and in writing.
• Ability to continuously learn new capabilities and apply new ideas and technologies to meet evolving needs.
• Highly accountable and able to work effectively under minimal supervision.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• Salesforce Administrator Certification.
• Atlassian Administrator Certification.
• Slack Administrator Certification.
• Experience with DevOps/DevSecOps practices and tools.
• Experience with Marketing Cloud.

Working Conditions:

• Typical office environment with option for remote work and potential for periodic travel to all UMass campuses.
• Periodic evening and weekend work for planned maintenance and project work. Hybrid working environment with potential periodic travel to campuses.

Additional Details:

Salary commensurate with experience up to $130,000.