KPICD Salesforce Administrator

Job Summary:

The Salesforce Administrator will support all KPICD departments and programs by overseeing the configuration, maintenance, and optimization of Salesforce, the LMS (myTBRI), and all related integrations. This role manages user accounts and permissions, conducts regular system audits, develops reports and workflows, and ensures accurate analytics and data visibility across teams. The Administrator leads Salesforce Education Cloud system enhancements, third-party automations, data integrations, and user experience improvements while providing technical support and training to internal teams and external partners. Documentation of all business and system design processes will be a critical component of this role. In collaboration with leadership, this position defines and documents business and technical requirements, delivers complex solutions, troubleshoots issues, and ensures efficient, secure, and scalable system operations.

Duties & Essential Job Functions:

Salesforce CRM
1. Handles all Salesforce and LMS administrative functions including user account maintenance and tagging, creating reports, dashboards, and workflows to yield meaningful metrics and ensure accurate analytics and data visibility across teams.
2. Coordinates the evaluation, scope, and completion of new development requests.
3. Completes regular internal systems audits and upgrades managing data feeds and other integrations.
4. Utilizes Salesforce to build objects, sites, and related internal forms.
5. Develops, configures, and maintains the Salesforce Education Cloud instance between updates.
6. Optimizes utilization of Salesforce to build efficient communication amongst teams, prospects, alumni, and constituents.
7. Organizes and facilitates client sessions to ensure alignment between business requirements and technical designs.
8. Assists in training new users and grows the Salesforce skill set across the organization.
9. Works independently with the user community to define and document development requirements.
10. Troubleshoots email campaigns, workflows, approval cycles, and auto-responders that generate excessive bounced emails.

Learning Management System (LMS)
11. Provides technical support for internal teams and external partners, assisting with builds and updates for courses, catalogs, learning pathways, payment systems, and other features of the LMS.
12. Supports user experience improvements in navigation and usability of the LMS for audiences across the globe including proposing enhancement to the LMS interface and workflows.
13. Leads 3rd party integrations and automations between platforms and oversee data integration and ETL processes (Zapier, etc.).
14. Works with our institutional management team to establish suitable processes to support administrative, development, and change management activities.

Collaboration & Training
15. Provides support to communications team with website updates and automations with CRM and LMS.
16. Onboards/off-boards KPICD users to best practices and manage user permissions and access rights to ensure only authorized users can access specific data and applications.
17. Conducts root cause analysis and issues resolution for assigned work items.
18. Manages end-to-end delivery of complex solutions to all teams within the KPICD.

Additional Technology/Operational Support
19. Develops and contributes to data migration and/or system integration strategy.
20. Tracks of business activities to ensure the system is being used efficiently and effectively to meet each team’s functionality and needs.
21. Documents detailed business, functional and technical requirements. Creates supporting documentation for application development tasks and adheres to project methodologies to deliver business requirements on time within budget.
22. Ensures proper documentation of Salesforce, LMS, and end-to-end integration.
23. Performs other related duties as assigned.

Required Education & Experience:

• Bachelor’s degree
• 2 years of Salesforce administrator experience

Preferred Education & Experience:

• Master’s degree in business analytics, information technology, or related field.

Required Licensure/Certification/Specialized Training:

• None

Preferred Licensure, Certification, and/or Specialized Training:

• Salesforce Administrator Certification
• Trailhead Ranger Status and completion of Super Badges
• Other Certifications: Salesforce Advanced Administrator, Salesforce Platform App Builder
• TBRI Practitioner

Knowledge, Skills & Abilities:

• Knowledge of Salesforce customer relationship management services and enterprise applications.
• Knowledge of Salesforce Education Cloud and OmniStudio.
• Knowledge of LearnWorlds or similar Learning Management Systems.
• Knowledge of basic office techniques.
• Knowledge of basic customer service techniques.
• Skill in the use of Microsoft Office to include Word, Excel and Outlook.
• Skill in effective written and verbal communications.
• Ability to draft grammatically correct correspondence.
• Ability to balance multiple projects simultaneously.
• Ability to work independently.
• Willingness to adapt and learn new technologies as determined by KPICD leadership (CRM, CMS, Zapier, etc.).

TCU Core Competencies:

University Core Competencies definitions may be found on the Human Resources website and in the staff performance management system.

Physical Requirements (With or Without Accommodations):

• Visual acuity to read information from computer screens, forms and other printed materials and information.
• Able to speak (enunciate) clearly in conversation and general communication.
• Hearing ability for verbal communication/conversation/responses via telephone, telephone systems, and face-to-face interactions.
• Manual dexterity for typing, writing, standing and reaching, flexibility, body movement for bending, crouching, walking, kneeling and prolonged sitting.
• Lifting and moving objects and equipment up to 10 lbs.

Work Environment:

• Work is indoors and sedentary and is subject to schedule changes and/or variable work hours.
• There are no harmful environmental conditions present for this job.
• The noise level in this work environment is usually moderate.

Employment Values Statement:

Texas Christian University values Integrity, Engagement, Community, and Excellence in the workplace. TCU treats applicants and employees with fairness and respect. TCU hires and promotes individuals based on their qualifications and their commitment to making a positive impact on our student-centered community. TCU is an equal opportunity employer and follows all applicable employment laws. TCU fairly considers all qualified individuals, ensuring we are a workplace free from unlawful discrimination and harassment.