UNITED WAY OF MASSACHUSETTS BAY AND MERRIMACK VALLEY

Job Description

ABOUT UNITED WAY:

We are the Uniters. We bring people together to solve problems. We identify the most pressing issues in our community and we bring together the people we think can solve them. United Way partners with agencies that, working together, can address the nuances of complex problems like homelessness or the academic achievement gap. We create programs and initiatives to fill unmet needs. We deploy volunteers and socially responsible companies as the engines of change and the feet on the street, delivering hope to people in need. We raise funding through generous donors who understand that social change can't happen without it.

LOCATION: Boston, MA

POSITION TITLE: Salesforce Database Administrator

DIVISION: Analytics

REPORTS TO: Director, Data & Analytics

STATUS: Regular, Full-time, Hybrid (in office 2 days per week)

POSITION OVERVIEW:

The Salesforce Database Administrator is the primary provider of internal user support and training, of system maintenance, and of system enhancements to improve utility and data quality for United Way's Salesforce-based service delivery and engagement platforms, as well as other connected application systems. Salesforce platforms that the Administrator will support include but are not limited to those powering our AmeriCorps, financial coaching, and Shared Services programs. A critical member of the team responsible for building United Way's data culture and orientation toward continuous improvement, the Administrator will provide top notch customer service and support primarily to internal users, and support program staff in driving new user adoption through training and management of a knowledge base. They will also serve as United Way's resident Salesforce technology expert, collaborating with staff to stay on top of new system releases and other changes, and ensure that high priority development needs are addressed.

RESPONSIBILITIES:

• Support, training, and user adoption

• Users come first. Develop a deep understanding of their needs and the context in which they are using a given Salesforce platform.
• Support program staff who interface directly with external users in developing training materials and providing user support when rolling out enhancements
• Serve as a backup to program managers and directors when external database users need technical support, training, and new user accounts
• Train program managers and directors, as well as external superusers, to recognize potential data quality issues related to the processes they manage

• Maintain role hierarchies, permissions, and sharing rules to restrict access to users
• Track user adoption and identify gaps in training
• Manage and develop content of the knowledge base system (training videos, documentation, webinars, etc.)

• Maintain data integrity and quality

• Maintain a data dictionary that clearly defines all variables and metrics calculated by Salesforce platforms and their users

• Develop and routinely monitor data QA reports and dashboards to identify potential issues
• Consult with users to identify potential repairs and enhancements to address and prevent future data quality issues
• Provide training to users that addresses and prevents data quality issues
• Consult with users, other Analytics team members, and IT to develop automated data transformation and transfer processes

• Ongoing system improvements

• Prioritize list of repairs and enhancements to be made, based on the extent to which they impact data quality and users
• Build custom forms, reports, and dashboards in consultation with users
• Build new flows and improve user interface on existing instances to make data entry more seamless, automating steps where possible
• Liaise with other Analytics team members, Salesforce support, IT & contracted developers to deliver priority repairs and enhancements
• Act as United Way's resident expert in Salesforce technology and the first to know about system releases and other changes

• Other duties as assigned

REQUIREMENTS:

• A passion for economic justice
• At least one year of experience managing Salesforce technology
• Experience creating flows of automation inside of Salesforce a plus

• Knowledge of best practices in data quality assurance and user support
• Strong written, oral, and visual communication skills
• Ability to provide top notch customer service to colleagues internally as well as to our external partners
• Ability to quickly learn to use new technology and software
• Ability to manage and support time-sensitive and complex projects and to problem solve

• Ability to prioritize, manage and hold oneself accountable for completing multiple tasks
• Ability to work independently as well as part of a team
• Experience teaching, coaching or training is a plus
• Experience with Python/Jupyter Notebook a plus
• Interest in building Salesforce career
• All UWMB employees are required to disclose their COVID-19 vaccination status

• Commitment to diversity, equity, and inclusion

For information on additional opportunities, please access our Web Site at www.unitedwaymassbay.org

United Way of Massachusetts Bay and Merrimack Valley is committed to hiring individuals who reflect the diversity of the communities we serve.