Work with technical and functional groups in a matrix team environment in the requirements gathering process.
Salesforce.com user administration tasks, including access management, permission sets, role assignments, uploads, data backups, etc.
Work with other ITS groups to ensure the integrity and high quality of customized applications release completed as a part of change management processes.
Support projects, including documentation of business requirements, solution and technical design, test plan design, and coordination of testing with end users.
Maintain data quality through ongoing data analysis, record de-duplication, and other related tasks, and identify and implement process improvements that contribute to improved data quality.
Provide first-level support to the functional users, including issue identification and issue resolution/escalation.
Assist with ad hoc reporting requests and optimize the user experience related to reports and dashboards.
Design and implement custom objects and advanced functionality, based on project roadmap and strategic initiatives.
Evaluate and implement third party solutions and app exchange packages based on project need or business request.
Develop training materials and conduct training sessions for end users. Act as a support resource for new and existing Salesforce.com users.
Work with other Northeastern departments to ensure proper use, reporting, and processes are in place.
Identify and evaluate new features and functionality related to the Winter, Spring, and Summer release management schedule provided by Salesforce.com
Technical Customer Support and Projects
Provide first-line system support for all users, to help resolve technical trouble tickets or requests.
Escalate issues related to customization/implementation upgrades or new installs of applications.
Complete all special projects and other duties as assigned.