Salesforce Solution Architect

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Number of Positions: 1

Position Overview

Salesforce Solution Architect is responsible for the health, security and stewardship of the ITS Salesforce eco-systems and partners with product owners to ensure that functionality meets evolving business needs while maximizing the value of the Salesforce platform. This highly-collaborative role is both hands-on and strategic – supporting users and functional leads with complex issues as well as partnering to plan the roadmap and lead projects to improve our systems & business processes.

Job Description

Salesforce Solution Architect

CITY YEAR OVERVIEW

City Year helps students and schools succeed. Fueled by national service, City Year partners with public schools in high-need communities to help meet the holistic needs of all students. Diverse teams of City Year AmeriCorps members serve as tutors, mentors, and role models, providing research-based student, classroom, and whole school supports to help students stay in school and on track to graduate from high school, ready for college and career success. A 2015 study shows that schools that partner with City Year were up to 2-3 times more likely to improve on mathematics and English language arts assessments.

With our partners, City Year is contributing to a bold vision of what public schools can and should be for all children: places of learning, exploration, growth and risk-taking.

City Year is among the nation’s fastest-growing nonprofit social enterprises. The organization’s 900 staff and 3,100 AmeriCorps members work and serve in 29 communities across the country, including Boston – where City Year was founded in 1988 and is headquartered – and Baton Rouge, Buffalo, Chicago, Cleveland, Columbia, Columbus, Dallas, Denver, Detroit, Jacksonville, Kansas City, Little Rock, Los Angeles, Memphis, Miami, Milwaukee, New Hampshire, New Orleans, New York, Orlando, Philadelphia, Providence, Sacramento, San Antonio, San José/Silicon Valley, Seattle/King County, Tulsa, and Washington, D.C. City Year also has international affiliates in South Africa and the United Kingdom.

A proud member of the AmeriCorps national service network, City Year is supported by the Corporation for National and Community Service, local school districts and private philanthropy from corporations, foundations and individuals. City Year has earned Charity Navigator’s highest rating since 2003, certifying our commitment to accountability, transparency, and responsible fiscal management. Only 1% of rated organizations have received this distinction for more than 12 consecutive years, placing City Year among the most trustworthy nonprofits in America. Learn more at City Year’s Facebook page, on Twitter, and LinkedIn.

Position Overview

The City Year Salesforce Solution Architect is responsible for the health, security and stewardship of the ITS Salesforce eco-systems and partners with product owners to ensure that functionality meets evolving business needs while maximizing the value of the Salesforce platform. This highly-collaborative role is both hands-on and strategic – supporting users and functional leads with complex issues as well as partnering with business stakeholders and vendors to plan the roadmap and lead projects to improve our systems & business processes.

This role is part of the ITS Enterprise Applications Team, which is responsible for maintaining, supporting and improving the key applications used to run and grow our organization and improve the experience of our staff and AmeriCorps members. This role reports to the Director of Enterprise Applications.

Our ideal candidate feels passionately about City Year’s mission and is a solution-oriented team-player excited about promoting the effective use of Salesforce and empowering staff with efficient business processes and insights. The location for this position is flexible.

WHAT YOU WILL DO

Responsibilities

The Salesforce Solution Architect will lead in architectural (design/integration standards, system maintenance, and improvements), strategic (shaping roadmap, partnerships, governance, and vision), and technical aspects of managing the Salesforce eco-system at City Year. Your responsibilities will span three Salesforce environments:

• our Constituent System, which manages donor, alumni, and school partner data using Sales Cloud with NPSP

• our Service Desk, built on Experience Cloud

• our Student Data System, which manages student performance and intervention data using a customized Sales Cloud implementation with an unmanaged package.

Operational Excellence

o Define & document a flexible, scalable, and robust future-state architecture for the Salesforce platforms, identify gaps between current and desired end-states and create roadmaps in collaboration with product owners to reach future state.

o Responsible for overall system health & security and perform the ongoing maintenance & improvement of Salesforce platforms & 3rd party applications.

o Understand systems interfacing with Salesforce and determine strategy to maintain/improve interfaces including Single Sign-on, Workday, Marketo, iWave, student assessment systems, GoFundMe Pro, Apsona, Own Backup and Archive and Azure and maintain/build interfaces as needed.

o Proactively prepare for and perform recurring operational tasks/annual activities supported by the system in partnership with functional leaders, including periodic Salesforce releases.

o Lead the response on major service degradations or outages to identify root causes, ensure a resolution, possibly implement the resolution, follow up with customers, and define changes to prevent reoccurrence.

o Organize and oversee the technical work of a Salesforce Business Systems Manager beyond day to day activities, especially mentoring on Salesforce skills and expertise. [TS1.1][EG1.2]

Innovate Intentionally to Optimize Service Delivery

o Functional Leaders and end users’ business needs and improvements are supported thru Salesforce systems.

o Effort of system enhancements is well understood in order determine place on roadmap/priorities, effort, capacity, cost, and timing with other initiatives.

o Salesforce and Salesforce vendors/consultant Partnerships are strong and mutually beneficial

o Improve Salesforce systems by identifying new Salesforce solutions, engaging with stakeholders to ensure value and commitment to project, engage vendors to perform project, build key components of solution, test and oversee validation of solution, and supervise deployment ensure that technology best practices are followed throughout the project.

o Implement strategic projects, system enhancements/point releases in collaboration with functional leaders and external vendor partners

Partnerships

o Nurtures strategic relationships with internal partners and users to understand unique technology needs and work habits.

o Serve as the bridge between the functional owners and the technical resources to transform and develop new requirements into designs, development approaches and implementation.

o Lead external partnership conversations with Salesforce and lead on annual renewal process for system and annual licenses need assessment with support from ITS leadership.

o Lead partnerships & oversee vendors responsible for maintaining and supporting system, including contractual, licensing, and cost management.

o Participate in user groups and other forums to learn from peers about solutions as well as representing City Year’s expertise in the use of Salesforce.

Customer Service, Support & Communication

o Ensure end user issues and questions are answered with customer first mind-set and in accordance with service level agreements.

o Review Service Level Agreement metrics related to Salesforce, identify bright spots to learn from, pain points and facilitate improvements

o Support users building custom reports and maintain strategy for report security/sharing

o Comply with and help enforce standard policies and security procedures

o Effectively varies communication style to meet customers’ needs. Can approach a difficult conversation confidently and with empathy

o Advocates for changes and can speak to the positive impacts changes and business value will have on the team and organizational outcomes

o Addresses other City Year service and operational issues related to Salesforce as needed and required

WHAT YOU BRING:

We are looking for people who have diverse backgrounds and experiences, are motivated to change young people’s lives through education, and feel a deep sense of commitment to our organizational values. This position requires a self-motivated, highly organized individual who works well on a team. You will interact effectively with a broad range of internal and external stakeholders and will have a demonstrated ability to operate in a fast-paced environment and with a collaborative, results-oriented approach. This is both a demanding and exciting position, and you’ll be at home here if you learn from failure and overcome adversity, cultivate strong relationships, aspire to lead through inclusion, and understand the importance of, and receive great satisfaction from, building and sharing expertise in continuous improvement and strategic planning.

Specifically, you have:

Technically:

o Bachelor's Degree in Computer Science or equivalent experience

o 8-10 years of relevant Technical Experience

o 5+ years working with the Salesforce platform, NPSP or Non-Profit Cloud experience preferred

o Salesforce Administrator certification required, with architecture level certifications a plus.

o Certifications and experience implementing Agentforce, Flows, and automations

o Understanding of systems architecture, APIs, and integration best-practices

o Understanding of the software development lifecycle leveraging agile methodologies and the specific requirements for maintaining systems in a regulated environment

o Excellent analytical and problem-solving skills

o Excellent verbal and written communication skills

o Mentors team members in technology, architecture and delivery of applications

o Successful teamwork experience and demonstrated leadership abilities are required

o Proven ability to transfer knowledge and stay aware of current trends and technical advancements

o Ability to articulate and present different points-of-views on various technologies

o Familiarity with Salesforce as a fundraising platform a plus.

o Familiarity with Salesforce mobile applications a plus.

Work Style:

• Demonstrated ability to understand complex challenges, analyze potential paths forward and make recommendations on the best course of action

• Flexibility to thrive working both independently and collaboratively.

• Proven ability to prioritize, take initiative, and lead multiple projects in a fast-paced and deadline-driven environment

• Exceptional follow-through and attention to detail

• Needs to be self-motivated, well organized, and driven to deliver high-quality answers and solutions

• Clear and effective communicator, able to communicate with customers and colleagues with credibility and empathy, including in a remote working situation.

• Customer service orientation starting with an empathetic service mindset continually seeking a clear understanding of the customer’s needs and meeting those needs with high quality solutions that produce strong customer satisfaction

• Commitment to continuous improvement and the mission; desire to focus talents on helping improve outcomes for others, experience with Agile a plus.

• Collaborative spirit with desire to partner within ITS and with our business partners across the organization.

COMPETITIVE SALARY AND BENEFITS

• Comprehensive benefits including health insurance, vacation days, holidays, parental leave, 401K, flexible spending account and more.

• You must reside and work in the U.S. for this role.

Benefits

Full-time employees will be eligible for all benefits including vacation, sick days and organization holidays. You may participate in all benefit programs that City Year establishes and makes available to eligible employees, under (and subject to all provisions of) the plan documents that govern those programs. Currently, City Year offers medical, dental, vision, life, accidental death and dismemberment and disability coverage, Flexible Spending Accounts (FSA), and other benefits including 401(k) plan(s) pursuant to the terms and conditions of company policy and the 401(k) plan document. For more information, click here.

Employment at City Year is at-will.

City Year does not sponsor work authorization visas.