CRM Administrator

This position will design, implement, and support CRM solutions for all institutions within the University System of New Hampshire. The role serves as an application administrator, designing solutions, systems, and processes to support business users and maintaining the technical components of the CRM, related applications, and integrations. Responsibilities CRM Architecture (30%) Work with management and internal teams to identify opportunities to leverage CRM for business processes. Develop, deploy, and support technical solutions to business challenges and user story analysis. Translate functional requirements into technical solutions using native declarative build-outs and integrated software on the Salesforce platform. Design testing requirements, provide end‑user support for UAT, and maintain test environments. Use software development life cycle and change management practices, managing production, staging, and multiple development environments. Lead and manage projects ranging from small to enterprise scale. CRM Administration (35%) Manage CRM enterprise operations to optimize performance and ensure system health and security. Provision and monitor user accounts, oversee CRM Communities, portals, storage, API usage, and platform limits. Design and implement system security, data integrity, validation/testing, and standardize technical procedures. Build, test, and deploy customizations including page layouts, portals, custom apps, objects, fields, views, reports, dashboards, and forms. Automate business processes and data flows using CRM tools. Lead testing, deployment, and documentation of new releases; coordinate with stakeholders on vendor release notes. Maintain change‑management calendar, oversee package updates, and communicate upgrade events. Business Analysis (35%) Develop strategic partnership between business needs and technology delivery. Research and analyze departmental needs, preferences, objectives, and methods. Serve as liaison among business units, technology teams, and support staff. Ensure the CRM environment supports business processes and document standard processes. Lead requirements analysis and business process improvement initiatives. Assist business users with new or enhanced CRM functionality and provide training. User Support and Training Provide upper‑tier technical support, troubleshoot issues, and recommend best practices. Work with vendors and IT staff to resolve escalated issues. Create and manage reports and dashboards to meet user informational needs. Lead new‑user and custom training sessions; develop training documentation and media. Qualifications Bachelor’s degree and two years of IT experience, or an Associate’s degree with four years of experience, or equivalent combination totaling six years. Salesforce experience required, including technical and administrative support for CRM implementations, security modeling, and application enhancement via configuration and customization. Experience gathering, analyzing, and interpreting data to produce reports and dashboards. Project management and/or change management skills. Excellent verbal and written communication skills. Experience deploying Salesforce tools in a Higher Education environment. Preferred Qualifications Experience with Slate, Salesforce, or other CRM products. Ability to manage multiple competing priorities and work both independently and collaboratively. Strong analytical skills and demonstrable troubleshooting experience. Technical documentation skills. EEO Statement The University System of New Hampshire is an Equal Opportunity/Equal Access employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status. Compensation Pay Range: $69,560.00 – $124,580.00. Actual offer will be based on skills, qualifications, experience, and internal equity in addition to relevant business considerations. Location Durham, New Hampshire #J-18808-Ljbffr