Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
The University Advancement systems replacement program is a multi-year program designed to improve Wash U’s operational excellence and ability to make insight driven decisions focused on University Advancement activity. ADIS is the system of record for Washington University alumni and donors, and stores biographical, relationship, transactional, research and activity data for constituents. Critical system functionality supports fundraising and engagement efforts. The University Advancement systems replacement program includes replacing ADIS with a vended, cloud solution, in addition to other identified related systems.
Under general supervision and technical guidance, the person in this position is responsible for the delivery of multiple functions and activities to support the delivery of vended applications to units across the University. Service functions include lifecycle management and impact analysis of changes, monitoring and issues management, vendor management and planning, delivery of updates, and organizational consulting within the University to support planning for changes and projects. The application administrator will possess a broad range of analytical/technical and leadership skills and experience with enterprise-class services. Additional responsibilities include analysis and resolution to error conditions for applications within the application portfolio as well as troubleshooting performance and security issues.
PRIMARY DUTIES AND RESPONSIBILITIES:
Responsibilities for this position also include collaboration and coordination with customers, vendors and resources across all University Advancement and WashU IT units as well as training, mentoring & coaching other assigned personnel.
Planning & Analysis
Lead on consulting with current and potential customers to review applications, evaluate viability and fit within the Washington University Advancement Ecosytem.. Perform research, analyze technology, consult vendors, and apply best practices to design technical solutions by utilizing systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications. Evaluate potential risks to the service and applications, develop mitigation plans and recommendations, and facilitate decisions. Typically related to vendor provided application/system enhancements or new implementations.
Provides consulting to end users on best practices. Engage with potential customers to evaluate the right service level options, determine if the applications are candidates for the service, and evaluation options for rationalization of common applications to other platforms to reduce long term costs and duplication.
Plan, review, coordinate, and manage annual and/or more frequent upgrades and maintenance projects across multiple applications supporting one or more units and lines of service to the University and community. Engage regularly with vendors to align to their release and product roadmaps and manage the vendor relationship to ensure continuous support is maintained. Studies and develops a comprehensive understanding of assigned applications. Validate, test and implement new products/applications, modules/features within an application, application releases and services. Serve as the central point for review and recommendation of support contract renewals. Serve as the primary system administrator for the Salesforce.com environment.
Responsibilities in this area include but are not limited to:
Act as technical subject matter expert and mentor to University Advancement Support Center staff so they are trained in quick and accurate resolution of vended application support questions.
Act as a Level 3 support point of contact for researching and resolving any vended application support questions that cannot be answered by University Advancement Support Center staff.
Monitors the technical solution to ensure requirements fulfillment and solution evaluation.
Review and monitor the effectiveness of applications.
Provide status reports and health metrics to University Advancement leadership and key business stakeholders on a regular basis.
In conjunction with Solutions Architect and business partners, manages strategy, approach and needs of incoming projects within function.
Leads and coordinates activities associated with implementing vended solutions.
Provide technical and advisory leadership as required to complete objectives including training and mentoring and coaching other assigned personnel.
Act as a liaison between our users, vendor and the IT application development team.
Acts as escalation point for more junior staff.
Support the daily operations and support of vended application environments. Assist in daily operational and maintenance activities, with incremental upgrades and configuration changes, ensure systems are functioning properly, and ensure best practices for provisioning, to ensure support alignment with University and security policies. Handle all basic administrative functions including user account maintenance, reports and dashboards, workflows and other routine tasks.
Respond to and resolve incidents escalated from operational teams and performance tuning requests utilizing critical thinking skills. Provide monitoring and management of applications and manage issues and communications where appropriate. Complete regular internal system audits and prepare for upgrades. Create and maintain documentation related to services, solutions and interfaces. Work with the performance support team to plan training, documentation, and communication for major projects or releases.
Perform other duties as assigned.
Bachelor’s degree plus six years of relevant experience analyzing business processes and data needs in IT or the business function.
Equivalent combination of related experience (IT or business), certification and education will also be considered - minimum two years of experience as a Salesforce administrator.
Salesforce.com Admin certified.
Bachelor degree in a technical discipline.
Experience working in higher education.
Experience with ITIL framework and IT product methodologies.
Experience working on technology and application development projects including developing technical requirements and testing techniques.
Strong listening skills.
Strong research skills with attention to detail.
Service Cloud, Sales Cloud or Developer certifications preferred.
Strong understanding of the Salesforce.com platform with the ability to write custom objects, formula fields, custom views and other content of intermediate complexity
Strong data management abilities.
Experience in enterprise-scale environments.
Experience with systems analysis techniques and procedures for troubleshooting and planning system/application changes.
Experience supporting units in the use and management of applications.
Experience engaging with and managing Vendors for planning and managing service levels.
Experience consulting with internal customers to evaluate requirements and service options.
Experience with having to meet service level expectations established with departments/customers.
Team Skills: Supports teammates at all times and in any way necessary to maintain a productive, energetic, efficient and dynamic team. Communicates effectively and frequently both verbally and in writing with other members of the team. Collaborates with other teammates to provide assistance and expertise as well as to receive expert input and assistance from others delivering the best solution and experience for the customer.
Customer Service: Must possess an aptitude for patience, professionalism, tactfulness and empathy. Must be enthusiastic and committed to helping others and exhibit the ability to quickly assess the specific needs of the customer to determine an appropriate course of action. Must be able to quickly defuse stressful or anxious situations.
Business acumen coupled with technical aptitude.
High aptitude for learning new technologies.
Ability to assess the impact of new requirements on Salesforce.com and all upstream and downstream applications, systems and processes.
Ability to effectively communicate technical issues.
Effective oral and written presentation skills.
Ability to adjust to changes in priorities.
Ability to work with minimal supervision with a high degree of accuracy.
Ability to learn quickly and adapt to new circumstances.
Excellent organizational, analytical, and independent problem solving skills.
Must be flexible and willing to work extended hours as necessary and recognize the need to do so.
Ability to adjust scheduled time.
Must be able to exercise good judgment and demonstrate a proactive approach to problem solving.
Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and discern user needs.
Experience working closely with team members during solution development and product launch.
Ability to contribute and collaborate effectively as a member of a highly-functioning and productive team.
The hiring range for this position is $78,874 to $104,499 annually.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of University Advancement. This position is for the Danforth Campus.
Internal Applicant Instruction:
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.