Salesforce Administrator - National Information Technology Department

Reading Partners is changing the education landscape. We are a leader in working to solve the literacy crisis in our country by leveraging community volunteers in under-resourced schools. Our diverse and expansive volunteer base provides one-on-one tutoring to students twice weekly, and our program is proven to help children master the reading fundamentals they need to unlock their potential as successful, happy and confident readers in school and in life. Our people are our heartbeat and our greatest resource; we are all passionately rallied around our mission to help children become lifelong learners by empowering communities to provide individualized instruction that works. Join our stellar team leading the charge to deepen our impact and expand our service. Watch this video to learn more about Reading Partners.

The high level:

Reading Partners uses Salesforce to collect data about program implementation and impact, stakeholder engagement, and fundraising. Our Salesforce instance is instrumental to the daily operations of essentially every functional team at Reading Partners. The Salesforce Administrator position is both tactical and strategic, responsible for administering, configuring, developing and supporting Salesforce and associated systems and tools, as well as advancing our strategic use of Salesforce as a business critical system.

Given the cross-functional nature of our Salesforce instance, the individual serving in this position will collaborate regularly with staff across multiple functional departments, particularly our two part-time Salesforce Business Analysts. They troubleshoot and work with end users to ensure that applications meet their needs and keep pace with changes in program operations, policies and/or procedures that may require system or application changes.

The ideal candidate is someone that has solid prior experience with Salesforce administration. They understand customer support, have the intellectual curiosity to learn new skills, seek to develop professionally, and have the grit to roll up your sleeves to tackle any issue thrown your way.

What you ll do:

Lead and manage Salesforce strategy and projects for the organization.

• Project manage or serve as the primary point of contact for data, business, and information system projects with Salesforce or associated 3rd party applications.
• Recommend and guide organizational teams toward proven best practices, intelligent system designs and integrations, and meaningful data management and analysis.
• Analyze business processes and perform systems architecture based on analysis results, best practice, and sound judgment.
• Establish and implement best practices with regards to system maintenance, security, release management, improvements, data integrity, duplicates, backups, etc.
• Stay current with Salesforce releases and corresponding documentation and provide new functionality and solutions as needed; including integration with third-party solutions

Own Salesforce system administration.

• Perform administrative functions such as creation and management of user accounts, profiles, roles, permissions, rules, licenses, capacity, and storage management.
• Develop and implement processes and workflows aligned with business needs and activities.
• Lead implementation and management of third party systems integrated with or connected to Salesforce.
• Manage and monitor backups, licensing, and general maintenance of supported systems.
• Maintain, revise, and enhance custom object relationships, formulas, standard, and custom fields, in response to business needs.

Oversee system and user support functionality.

• Monitor service desk ticketing system and support requests for Salesforce-related tickets, managing all tier II and tier III Salesforce and data systems support issues.
• Produce and improve overall documentation related to instance configuration and deployment of applications (e.g. Project Plans and Deployment Documents).
• Perform data deduping and cleanup procedures.
• Collaborate with Business Analysts to gather user requirements, identify alternate systems approaches, and develop recommendations for system improvements.
• Work with users to provide best practices and tips on Salesforce usage including training, documentation and support as necessary.
• Manage relationships with outside consultants and vendors that provide additional support and services for Reading Partners systems.
• Collaborate with Business Analysts to create and support the development of general and function specific training material.

Other duties as needed.

How You ll Do It

Strategic thinking:

• Always keep the organization s mission, strategy, and values at the forefront of decision making and actions. Understand how an organization must change in light of internal and external trends and influences. Possess a thorough understanding of the Reading Partners program model and strategy, ensuring that all initiatives and decisions within your span of responsibility reflect our organizational priorities and needs.

Relationship Development & Communication:

• Garner influence and build deep, trusting relationships both locally and remotely with national staff and regional leadership. Model highly effective communication practices that ultimately lead to achievement of results individually and through others. Develop, maintain, and strengthen partnerships with a variety of internal and external stakeholders. Develop and/or refine systems for communication, tailor communications to audiences, and contextualize messaging for each person or conversation. Effectively convey needs, outcomes, and next steps. Communicate effectively in multiple modalities and settings.

Technical Expertise & Project Management:

• Demonstrate a technical savvy to manage the desktop and network infrastructure across entire RP environment. Use remote management tools as needed to assist with remote support of RP users across all regions. Manage multiple competing priorities and projects, and re-prioritize when needed. Balance the needs of regions with national strategic priorities and operational resources. Remain adaptable, flexible, and collaborative while navigating complex problems and varying needs. Anticipate challenges and/or questions and proactively act to address them. Demonstrate an ability to also make quick, sound decisions, when needed, that consider all stakeholders.
  

About you!

You ll be successful in this role if you have:

• 3+ years of Salesforce administration
• An ability to function in multiple products, software, and business contexts simultaneously
• Proven experience with complex software integrations (e.g., field mappings, data validation, project scoping)
• Familiarity with Enterprise Change Management and Release Management
• Concrete experience with using workflow rules and process builder to facilitate user experience, data management, and data integrity
• Strong experience managing projects with a wide stakeholder base
• Solid understanding of vendor management, negotiations, budgeting, and lifecycle planning
• Experience in software and database design, development, and testing
• Functional knowledge of Salesforce.com data structure and understanding of how to leverage Salesforce to meet complex process and reporting requirements
• Experience with quality assurance and testing processes
• Willingness to work on significant project work in addition to day-to-day support tasks
• Willingness to continue building technical skills in Salesforce.com (troubleshooting code, updating Visualforce, creating Flows)

Bonus points if you:

• Have experience in both the Classic and Lightning Experience user interfaces, including experience migrating Salesforce orgs from Classic to Lightning Experience
• Have experience administering Salesforce orgs integrated with Classy, FormStack, Volunteers for Salesforce, and/or Act-On
• Have administered a Salesforce org with 300 or more simultaneous active users
• Have experience leading Salesforce change management processes, including sandbox creation and refreshes and changesets
• Are an AmeriCorps, Peace Corps, or other national service alum

What We Offer

Reading Partners offers the full package – great benefits, a great place to work, and the opportunity to have a glowing and growing career.

• We offer a competitive salary commensurate with experience. This is a full-time, non-exempt, hourly position.
• We offer a comprehensive benefits package, including medical, dental, vision, disability, life insurance, flex spending accounts, generous paid time off, commuter benefits, 403(b) option, and Employee Assistance Program (EAP).
• We offer an exciting and dynamic culture, and we commit to investing in and supporting our amazing people to grow their careers with us.

The other things you need to know:

• Travel: Minimal travel is necessary.
• Typical Physical & Mental Demands: Requires prolonged sitting with some bending, stooping and stretching, and eye-hand coordination and manual dexterity sufficient to operate a keyboard, telephone, photocopier, calculator, and other office equipment. Requires normal range of hearing and eyesight to communicate with volunteers and staff. Also requires flexibility to readily adapt to a changing environment.

What s Next?

If you re interested in joining our Reading Partners team, please submit the following application materials to our online job posting:

• A cover letter describing your interest in Reading Partners and how your past experience has prepared you for this role. Please include your salary needs.
• Resume