Salesforce Administrator

Salesforce System AdministratorBrookfield Zoo Chicago is seeking a hands-on Salesforce System Administrator who is excited by the opportunity to help shape our new Salesforce CRM platform. As the primary technical administrator for Salesforce Nonprofit Cloud, you will influence how the platform is secured, governed, adopted, and improved across the Zoo. This is an especially exciting time to join Brookfield Zoo Chicago as we advance our ambitious Next Century Plan and prepare for our centennial in 2034. In this highly visible role, your Salesforce expertise will strengthen the data and technology foundation behind our mission to inspire conservation leadership by connecting people to wildlife and nature.The Salesforce System Administrator contributes to the success of Brookfield Zoo Chicago ("BZC") by serving as the primary technical administrator for BZC's Nonprofit Cloud (Agentforce) environment. This role drives user adoption and establishes a culture of data ownership across all departments. Key responsibilities include managing daily operations, maintaining platform security, testing releases and configuring workflows to support business processes. Additionally, this position collaborates with the Manager, CRM Platform & Business Analysis on governance and roadmap alignment, while partnering with department power users to deliver tailored data and reporting solutions.Primary Job Duties and Responsibilities:Perform day-to-day administration, configuration, maintenance, and continuous optimization of Salesforce Nonprofit Cloud and related CRM platform components.Configure and maintain users, roles, profiles, permission sets, queues, groups, page layouts, fields, record types, validation rules, flows, reports, dashboards, and other standard Salesforce configuration.Design, configure, and maintain scalable, secure, and supportable Salesforce solutions that align with approved business processes and long-term platform governance.Maintain Salesforce sandboxes and support environment refreshes, testing cycles, and deployment readiness.Investigate, diagnose, and resolve user issues, configuration issues, security questions, access problems, data quality concerns, and unexpected system behavior.Security, Access, and Compliance:Administer Salesforce user access according to approved roles, responsibilities, and security standards.Perform routine permission and access reviews.Support security health checks, audit reviews, and remediation of identified Salesforce security risks.Ensure configuration and data handling practices protect constituent, donor, member, guest, and business data in accordance with BZC policies and privacy expectations.Partner with IT Security and leadership on Salesforce-related security questions, incidents, and controls.Releases, Testing, and Change Support:Plan, coordinate, and support Salesforce releases, configuration changes, feature enhancements, and production deployments.Participate in sandbox testing, user acceptance testing, regression testing, and post-release validation.Document changes, test results, known issues, and operational impacts.Coordinate with vendors, implementation partners, IT colleagues, and business users to support successful releases.Help maintain a disciplined change process for Salesforce enhancements and configuration updates.Technical Support and Stabilization:Serve as the primary technical resource for Salesforce users, department power users, and business stakeholders.Investigate and resolve Salesforce tickets, incidents, access requests, and support requests.Support post-go-live stabilization including issue tracking, triage, root cause review, and recurring problem reduction.Monitor scheduled jobs, integrations, data loads, and system processes as assigned.Escalate complex platform, integration, vendor, or architecture issues appropriately.Integrations and Data Support:Support Salesforce integrations with related systems including Galaxy, Campaign Monitor, Tableau, Power BI, and other approved platforms.Plan and perform data imports, exports, validation, and data quality activities using approved tools and processes.Partner with business users and IT colleagues to protect data integrity across systems.Support integration testing, error review, and operational monitoring.Work with vendors and implementation partners to understand technical dependencies, configuration impacts, and support requirements.Documentation and User Enablement:Maintain technical, administrative, and operational documentation supporting Salesforce administration, configuration, governance, security, integrations, and change management.Develop user-facing guidance in partnership with department power users and CRM leadership.Support training efforts by explaining system capabilities, limitations, and approved practices.Lead the internal CRM power user group with representatives from each functional area.Help grow Salesforce knowledge across BZC through practical, clear, and supportable guidance.Other:Other duties as assigned to support achievement of IT department and BZC goals.Position Requirements:High school diploma or educational equivalent (e.g., GED.) required.Three (3) or more years of experience administering Salesforce in a production environment, including platform administration, configuration, user provisioning, security, reporting, integrations, change management, and user support.Current Salesforce Certified Administrator certification required.Demonstrated ability to independently analyze business requirements and translate them into scalable, maintainable Salesforce solutions using declarative platform capabilities.Cultural competency; experience and/or ability to work and interact effectively with a diverse, multicultural audience.English fluency at a working professional proficiency.Knowledge, Skills and Abilities:Strong understanding of Salesforce Nonprofit Cloud architecture, administration concepts, and best practices.Proficiency administering custom fields, objects, validation rules, flow automation, page layouts, reports, dashboards, profiles, permission sets, and sandbox environments.Analytical skills in data mining and reporting; familiarity with Tableau, Power BI, or similar tools.Ability to diagnose and resolve technical issues and translate solutions into clear, simple steps for non-technical users.Ability to balance user needs with platform standards, security, and long-term maintainability.Sound judgment when working with confidential and/or sensitive constituent, donor, and member data.Strong customer service orientation with the ability to work across departments and with varied stakeholders.Maintains high accuracy by creating clear records and completing projects from start to finish.Drives results independently and works well with others to reach shared goals.Desirable/Preferred Qualifications:Bachelor's degree in Information Systems, Computer Science, Business Systems, or related field or 8 years of equivalent experience preferred.Experience supporting nonprofit, cultural institution, membership, ticketing, fundraising, or guest-facing organizations preferred.Experience administering Salesforce Nonprofit Cloud.Experience with Sales Cloud and/or Service Cloud.Experience supporting user permissions, configuration, reports, dashboards, Flow automation, validation rules, sandbox environments, testing, and deployments.Experience supporting integrations, APIs, middleware, ETL, data imports/exports, or third-party applications preferred.Salesforce Certified Platform Foundations.Salesforce Platform App Builder certification.Salesforce Advanced Administrator certification.Experience with CRM Analytics, Tableau, Power BI, or similar reporting platforms.Valid driver's license preferred.Multilingual ability, Spanish fluency a plus.Additional Information:This position description summarizes the primary duties and functions of this position, but should not be considered a complete listing of every duty the incumbent may ever be called upon to perform. As part of the IT team, promptly report any suspected illegal activity, information security incidents, policy violations, unauthorized access, or actual or potential breaches involving organizational systems, confidential information, or personally identifiable information (PII) in accordance with Brookfield Zoo Chicago policies. Escalate concerns through established reporting channels to Information Technology leadership and People & Culture, as appropriate.Position requires nonstandard work hours, including holidays and weekends as needed. Individual must carry a mobile communication device at all times and be available to respond 24 hours a day/7 day a week as required for emergency support (on-call rotation).Occupational Requirements: See Occupational Requirements Form.001399/09/07152