CRM Solutions Specialist

6 months ago

Oshawa, Canada Durham College Full time

**About Durham College**:

- Durham College (DC) is leading the way as a post-secondary institution, offering an innovative and transformative student experience and hands-on learning opportunities. With this focus top of mind for our students and our employees, DC is proud to be one of the fastest-growing colleges in the province and annually ranked as one of the GTA’s Top 100 employers._
- The college offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, justice, media, art and design. _
- With a focus on experiential learning, DC graduates are known for having the skills and knowledge employers need. More than 104,000 alumni represent the college, both locally and around the world._
- Serving t_he Durham Region and Northumberland County communities for over 50 years, with campuses in Oshawa and Whitby, the college offers over 12,500 _full-time post-secondary and apprenticeship students access to more than 145 full-time post-secondary programs - including four honours bachelor degrees and nine apprenticeship programs. Led by over 1,860 full
- and part-time staff, DC has an estimated annual economic impact of more than $913 million on Durham Region._

**DUTIES AND RESPONSIBILITIES**:
Reporting to the CRM Solutions Manager, The CRM Specialist is responsible for administering and managing all Salesforce-related systems within the College’s CRM platform including but not limited to Sales Cloud and Marketing Cloud. The specialist along with CRM solutions manager plays a key role in determining future system integrations and enhancements.

The incumbent keeps up to date on emerging technologies related to CRM solutions for higher education. The incumbent must be able to demonstrate new technologies to other departments and advises on the college’s CRM strategy.

**CRM administration and configuration**
- Functioning as the system administrator, analyst, technical project manager and the primary point of contact for all Salesforce-related questions and problems.
- Overseeing all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, organization wide defaults (OWD), and sharing rules.
- Implementing Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports.
- Create and demonstrate data and process flow diagrams to explain to stakeholders the practicality of their current business processes within the CRM.
- Collaborate with third party consultants, Salesforce support, end-users and IT to implement, test and rollout new functionality
- Onboard new departments and users

**CRM strategy**
- Attend training sessions and webinars to learn about emerging CRM-related technologies.
- Assist CRM solutions manager in developing and managing CRM strategy for the college.

**Customer Support**
- Develop training documents and deliver training to end-users.
- Troubleshoot issues and provide customer support.
- Escalate issues to ITS Salesforce, Live Help Now or other vendors as needed.

**QUALIFICATIONS**:

- A minimum of a three-year advanced diploma in Computer Science, Information Systems or related field.
- A minimum of three-years of work experience in Salesforce Administration.
- Salesforce CRM experience with a high degree of proficiency with Sales Cloud, Form Assembly and Marketing platforms.
- Minimum 2 years of experience in analysis and programming with a primary emphasis on systems analysis.
- Strong Knowledge of Query and SOQL scripting, HTML and Java coding.
- Advanced knowledge of business analysis discipline.
- Excellent written and verbal communication skills.
- Ability to manage multiple demands, competing priorities, and challenging deadlines.
- Strong knowledge of CASL and PIPEDA
- Salesforce Administration certificate is an asset.

Required Skills

Payband: H; Starting Rate: $33.38; Four Year Rate: $38.75

Required Experience

Hours: 35 hours per week (1) one hour lunch; Mon - Fri (8:30 am - 4:30 pm)

Reporting To: CRM Solutions Manager, Office of the Registrar

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