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Business Systems Administrator

Apply Later Job ID R-002201 Date posted 01/12/2018

Location: Madison, WI

Work Hours: To Be Determined

Job Purpose:

1. Systems Administration and Support: System administration of the multiple instances of the company sales automation tool (currently Salesforce.com) and multiple other sales distribution systems. Evangelize the users on the best use of the tools; raise identified issues, risks, and suggestions for improvements to Business Process owners. (35%)

2. Customer Support: Resolve users’ support issues with the systems, working with appropriate management and technology resources as needed; keep the systems operating at a level which ensures the correct security is in place. Complete the on-boarding and off-boarding of all system users; provide accurate system access, security rights, privileges, products, and services. (30%)

3. System Maintenance and Testing: Complete system enhancements, maintenance, and testing to ensure quality administrative systems and process functionality. This includes interpretation of data requirements, system configuration, coordination of development, execution and analysis of case studies, and documentation. (20%)

4. Training: Cross-train peers, create/maintain process documentation, train end-users. (15%)

Job Responsibilities:

•Serve as the application point of contact and perform day to day administration-type tasks related to sales automation and sales distribution systems maintenance, including but not limited to: user management, security, configuration and customization, work flow and approval management, communication templates, analytics, reports, Salesforce.com, AppExchange, data management, audits, permission sets and sharing rules, and account demographic updates

•Complete system maintenance to ensure system environments are aligned with configuration updates, new functionality, data management and retirement; Ensure all security for all distribution systems is updated and accurate including: access to the system records, field, sharing rules, manage and assign user licenses, and notify the business owner of any issues or risks; Assess user’s business need to ensure the match with security level, including exported data

•Identify and implement continuous improvements of distribution systems; This involves researching, testing, or escalating system issues by taking ownership of the issues to resolution; Drive the investigation and analysis of process or application changes; This includes identification of high level business needs; This analysis involves gathering input from various constituents; determining which requirements can be implemented right away and which may need further business review

•Participate as a subject matter expert in meetings by presenting best practices, recording meeting minutes and make recommendations about resource estimates to a Review Committee and Team Leaders; This is decision support data to prioritize when to incorporate enhancement releases or major configuration changes and potentially re-training of users

•Create, modify, and test application configuration changes based on user feedback as well as organizational changes; The most common configuration changes include: create or modify new screen layouts, add custom-defined-fields, edit pick lists for existing fields, modify Process(es) and Develop reports and dashboards; Perform configuration peer reviews and database de-duping, mass data uploads and clean-up procedures as necessary

•Research changes in upcoming versions of salesforce.com and other integrated applications and provide recommendations to management when necessary to enhance efficiency and productivity

•Provide day to day end user support and share best practices tips and tricks to enhance and increase Salesforce user knowledge and adoption; Execute customer support requests received from all input channels, (phone, cell phone, email, or in person), in the agreed upon time frame, during the designated support hour coverage model

•Maintain accurate and timely user on-boarding, off-boarding, and transfer of multiple users; train new users on the systems or existing users on new functionality, create and maintain job aids, train users on new Reports and Dashboards, grant users appropriate access to fields, screens, and records as required for their job

•Address, troubleshoot and work to resolve individual user issues within the system; log support issues to identify trends and topics requiring escalation and feature enhancements; Keep Business Owner informed of requests and or decisions made to resolve a short term solution

•Collect, track, and evaluate feedback, issues, and risks received from internal and external customers including Sales Leaders; Consolidate and present to management and decision-makers on a regular basis to determine how and if the application will be modified

•Analyze application problems and identify both short-term and long-term solutions; Maintain processes related to system maintenance and support, quality control administration, business metrics, reporting and other needs of the business

•Define, document and complete on-going cross training with peers for the systems business and process rules for all applications

•Create and maintain the Business Systems Administrator business process documentation; Provide training to new end users through support requests as needed

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

1. Bachelor’s degree in Business Administration or related field or equivalent trade-off in related professional work experiences

2. 5 years of work experience in business analysis, customer service or sales operations 

3. Demonstrated knowledge in business processes, systems, data analysis and reporting

4. Strong operational knowledge of the sales organization goals and objectives; Build and maintain a solid understanding and subject matter level of knowledge of all Sales Distribution supported business systems

5. Demonstrated skills in analyzing situations and problem-solving abilities, determining options, strategies and sales organization skills for identifying, tracking, and facilitating issue resolution as shown by previous assignments

6. Demonstrated strong professional, interpersonal, collaboration, customer service and team building skills

7. Demonstrated effective presentation, verbal and written communication skills on technical information to internal and external customers

8. Ability to take action on Customer Support requests in a professional manner to address customer issues, analyzing the situation, using problem solving skillsets to determine short term and/or long term resolution and effectively communicate the resolution or technical information back to the customer and using the appropriate communication channel

9. Perform as a team player who accepts and responds rapidly to change and is action oriented; Maintain a strong working collaborative relationship with IT to meet the needs of customers

10. Ability to effectively use support software, such as Lotus Notes, Word, Access, Excel, PowerPoint, SharePoint required; Experience with Marketing Cloud, Pardot, MapAnything, Brainshark, Apttus, Apex Data Loader, Dataloader.io, or other data manipulation tools preferred

11. Certified Salesforce Administrator certification within 18 months of assuming the position; Maintain the Salesforce certification by studying, scheduling and passing the quarterly Salesforce release tests.

12. Availability to provide rotational coverage after hours as needed

*LI-SS

CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values. In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.

Please provide your Work Experience and Education or attach a copy of your resume.  Applications received without this information may be removed from consideration.

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  • Information Technology Jobs, Madison, Wisconsin, United StatesRemove