Duties and Responsibilities include the following. Other duties may be assigned.

• Manage incoming support requests, taking ownership to resolve Tier 1 and Tier 2 support incidents, and identifying Tier 3 requests that require escalation.
• Manage the user provisioning process for HID CRM-based Communities and the LMS, by processing registrations requests.
• Identify and execute changes to enforce customer and sales rep data alignment between Salesforce and ERP
• Ensure Salesforce data cleanliness through record transfers, merges, deactivations and record updates.
• Project support by authoring and executing UAT test scripts, data validation, data mapping, data migration, and troubleshooting of new functionality.
• Draft work instructions, wiki articles and other collateral pertaining to CRM operations, functionality and releases.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 2-4 years of total experience in CRM Administrative
• Creative thinker and strategic problem solver
• Ability to communicate technical concepts clearly and effectively, both written and orally
• Demonstrate an affinity for Salesforce and continuous improvement.
• Must possess excellent organization and time management skills.
• Exceptional attention to detail and deadlines
• Strong teamwork orientation works well with cross-functional departments and ability to build and maintain strong relationships; willingness to help larger team meet goals and responsibilities

Education and/or Experience:

• High School Diploma or equivalent
• Experience with Salesforce CRM
• Certified Salesforce Administrator (recommended)
• Experience/knowledge with Oracle EBS a plus
• Experience/proficiency with Microsoft Excel, including pivot tables, formulas, and charts.

Language Skills:

• Ability to effectively communicate in the English language, both verbally and in writing.    

Computer Skills:

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.
• Familiar with operating systems, such as Windows, etc.
• Advanced Excel skills such as formulas, pivot tables, formulas and charts
• Proficient with CRM ETL tools such as Salesforce Data Loader, Workbench or Validity DemandTools.