Salesforce Business Analyst & Administrator

APPLICATION INSTRUCTIONS:

• CURRENT PENN STATE EMPLOYEE (faculty, staff, technical service, or student), please login to Workday to complete the internal application process. Please do not apply here, apply internally through Workday.

• CURRENT PENN STATE STUDENT (not employed previously at the university) and seeking employment with Penn State, please login to Workday to complete the student application process. Please do not apply here, apply internally through Workday.

• If you are NOT a current employee or student, please click “Apply” and complete the application process for external applicants.

JOB DESCRIPTION AND POSITION REQUIREMENTS:

Penn State University is seeking a skilled Salesforce Business Analyst / Administrator. This is a vital role within the Enterprise Constituent Relationship Management (ECRM) program team who is implementing Salesforce solutions to meet the business needs and strategic goals of our institution.

Penn State is building an Enterprise Constituent Relationship Management program using the Salesforce.com platform. ECRM will help to manage our relationships and constituent information, so we can continue to grow as a University alongside all of the members of the Penn State community.

Currently ECRM Phase 1 and Phase 2 implementations are underway and consist of the following:

• Phase 1: Advancement & External Organization (Sales Cloud) – In collaboration with the Division of Development and Alumni Relations, corporate relations professionals, and Penn State Information Technology (PSIT), we are building a CRM instance to manage relationships with alumni, donors, corporate partners, and other external constituents. 

• Phase 2: Learner Organization (Education Cloud) – In partnership with World Campus, the Fox Graduate School, and PSIT, we are developing a CRM instance focused on managing learner relationships from recruitment through graduation, including communications and case management. 

• Marketing Cloud – We are implementing a communications automation platform for mass email/SMS journeys and preference/subscription management across both phases. 

Primary duties include the following:  

• Evaluate, analyze, and maintain ECRM systems; serve as a liaison between technical teams and business stakeholders.
• Collaborate with stakeholders to gather requirements, analyze business processes, and identify gaps or necessary changes in existing solutions.
• Define project scope, objectives, and feasibility; modify and configure CRM systems to align with business needs and stakeholder requirements.
• Develop and execute test plans and validation of related IT solutions, as well as other quality assurance measures; lead testing such as user acceptance, performance, security, usability, etc.
• Manage vendor relationships, working on bug fixes, new features, and optimal product usage.
• Deliver training, demonstrations, and regular communications to end-users, and provide ongoing support to ensure smooth system adoption.
• Create and maintain comprehensive documentation, including process maps, system architecture, and organizational structures.
• Stay up-to-date with Salesforce releases and best practices, contributing to change management efforts for seamless solution transitions.

Qualifications: 

• Bachelor's degree and 3+ years of work experience in a relevant field or an equivalent combination of education and experience. 
• Excellent communication and interpersonal skills to work effectively with diverse stakeholders. 
• Business analysis experience, including requirements gathering and process mapping. 
• Ability to analyze data and derive insights from reports and dashboards. 
• A proactive, problem-solving mindset with a commitment to quality and accuracy. 
• Strong organizational skills and the ability to manage multiple tasks and priorities. 
• A collaborative and team-oriented approach to work.

Preferred Qualifications: 

• Experience in higher education and/or CRM implementations. 
• Strong knowledge of the Salesforce platform, including Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst) or willingness to obtain them. 

The location of this position is flexible and can operate fully remote within the United States, fully in-person at the University Park Campus, or in a hybrid model of both in-person and remote.  Standard working hours are in the eastern time zone. Candidates must be able to work in the US without sponsorship.

The following background checks must be successfully completed for this position: 

This position will require successful completion of standard background checks.  

The Pennsylvania State University is committed to and accountable for advancing diversity, equity, and inclusion in all of its forms. We embrace individual uniqueness, foster a culture of inclusive excellence that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity, and engage all individuals to help them thrive. We value inclusive excellence as a core strength and an essential element of our public service mission. 

The salary range for this position, including all possible grades is:

Salary Structure - additional information on Penn State's job and salary structure. 

CAMPUS SECURITY CRIME STATISTICS: