ABOUT UNITED WAY :
We are the Uniters. We bring people together to solve problems. We identify the most pressing issues in our community, and we bring together the people we think can solve them. United Way funds agencies that, working together, can address the nuances of complex problems like homelessness or the academic achievement gap. We create programs and initiatives to fill unmet needs. We deploy volunteers and socially responsible companies as the engines of change and the feet on the street, delivering hope to people in need. We raise funding through generous donors who understand that social change can't happen without it.
We offer excellent benefits including a BCBS PPO plan, dental, a 401k retirement savings with company match and an employer base contribution, a generous PTO policy which includes extended holiday time and summer hours. We also are offering staff a hybrid work schedule in a new office environment.
POSITION OVERVIEW :
Reporting to the Director, Data Engineering, the Salesforce Database Administrator is the primary provider of internal user support and training, of system maintenance, and of system enhancements to improve utility and data quality for United Way's Salesforce-based service delivery and engagement platforms, as well as other connected application systems. The Salesforce platform that the Administrator will manage currently powers several of our initiatives, including Shared Services family childcare business accelerator, Summer Step-Up and After School and Out-of-School Time grants to partnerships between school districts and community organizations, AmeriCorps program that delivers individualized support to recent newcomers to the US attending Lynn, Salem, and Gloucester Public Schools, and others. A critical member of the team responsible for building United Way's culture of learning, data governance practices, and orientation toward continuous improvement, the Administrator will provide top notch customer service and support primarily to internal users, manage the implementation of changes needed to improve data quality and utility, and support internal users through training and management of a knowledge base. They will collaborate with other UWMB staff, our IT service provider, Salesforce Support, and other contractors to prioritize and deliver enhancements and other development needs, as well as system upgrades.
RESPONSIBILITIES :
- Support, training, and user adoption
Users come first. Develop a deep understanding of Salesforce users, their needs and the context in which they are using the platform.
Triage and promptly respond to internal users' requests for supportMaintain current training materials, including videos, and usage standards documentationSupport program staff who interface directly with external users in developing training materials and providing user support when rolling out enhancementsServe as a backup to program managers and directors when external database users need technical support, training, and new user accountsTrain superusers to recognize potential data quality issues related to the processes they manageMaintain role hierarchies, permissions, and sharing rules to restrict access to usersTrack user adoption and identify gaps in trainingManage and develop content of the knowledge base system (training videos, documentation, webinars, etc.)Support users in identifying how best to use Salesforce to support new processes and needs that emergeMaintain data integrity and qualityMaintain a data dictionary that clearly defines all variables and metrics calculated by Salesforce platforms and their users
Develop and routinely monitor data QA reports and dashboards to identify potential issuesConsult with users to identify potential repairs and enhancements to address and prevent future data quality issuesProvide training to users that is designed to address and prevent data quality issuesConsult with users, other Administration team members, and support vendors to develop automated data transformation and transfer processesOngoing system improvements and developmentProactively identify needs for system improvements and upgrades, as well as changes in practice and procedure that might be necessary to improve efficiency of operations and data quality
Coordinate with relevant stakeholders throughout the organization to make changes to practices and processes that will improve the efficiency of operations and quality of dataManage our Professional Services contract with Agile Cloud Consulting and prioritize requests for customizations, integrations, and other system improvements based on the extent to which they impact data quality and usersBuild and edit custom forms, reports, and dashboards in consultation with usersBuild new flows and improve user interface to make data entry more seamless, automating steps where possibleLiaise with other United Way team members, Salesforce support, and contracted developers to deliver priority repairs, enhancements, and development of new objects or modulesManage the Salesforce development needed to respond to emerging programmatic and organizational data management requirements, such as the launch of new programs and platforms or evolution or sunsetting of extant programs and platformsAct as United Way's resident expert in Salesforce technology and the first to know about system releases and other changesOther duties as assignedREQUIREMENTS :
Commitment to diversity, equity, and inclusion and to the mission of the United Way of Massachusetts BayA passion for economic justiceAt least 3 years experience managing complex, time-sensitive projects and / or databasesAt least one year of experience managing Salesforce technology and creating flows of automation inside of SalesforceKnowledge of best practices in data quality assurance, system administration, and user supportStrong written, oral, and visual communication skillsAbility to provide top notch customer service and problem solving support to colleagues internally as well as to our external partnersAbility to quickly learn to use new technology and softwareAbility to prioritize, manage and hold oneself accountable for completing multiple tasksAbility to work independently as well as part of a teamExperience teaching, coaching or training is a plusExperience with Python / Jupyter Notebook is a plusAbility to work a hybrid schedule, with a minimum of one day per week in the officeUnited Way of Massachusetts Bay is committed to hiring individuals who reflect the diversity of our communities.
