Job Description

CRM platform Administrator - Associate
PCD320073

Job Description

As a System Administrator in the CRM platform Team, you will play a key role in translating business requirements into effective solutions and supporting the delivery of products and features that drive operational excellence by leveraging out of the box platform capabilities. You will collaborate with stakeholders and cross-functional teams to overcome challenges, manage dependencies, and ensure the successful release of enhancements that maximize platform value.

In this role, you will develop your expertise by engaging in change management activities, supporting end-users, and maintaining high standards of system integrity and compliance. You will contribute to the continuous improvement of our processes and products, while building your skills and advancing your career in an environment that prioritizes growth, learning, and best practices.

Job responsibilities
Take responsibility for administering and optimizing the CRM platform org.
Configure, customize, and maintain CRM platform functionalities such as user management, case management, opportunity management, data management, omni-channel, email-to-case, knowledge base, and service processes.
Design and build flows (screen, record-triggered, scheduled) and other automations and formulas.
Maintain custom metadata, custom settings and org certifications.
Maintain system security, data integrity, and user access controls.
Configure complex reports and dashboards to enhance service operations.
Serve as a trusted advisor to stakeholders by gathering requirements and delivering scalable, best-practice solutions.
Support and train end-users to drive adoption and maximize the platform's capabilities.
Partner with cross-functional teams to assist with broader CRM platform initiatives and improvements.
Participate in change management activities, ensuring compliance with the firm's risk, controls, and regulatory standards.
Stay on top of newest CRM platform product releases and proactively offer them to stakeholders to improve their experience.

Required qualifications, capabilities, and skills.
2+ years of experience or equivalent expertise as a hands-on CRM platform administrator.
Demonstrated experience or equivalent expertise in business analysis, product management or project management.
Exposure to operational management and change readiness work streams.
Excellent understanding of standard CRM platform object relationships, particularly unique ones such as Person Accounts, Activities, Opportunities etc.
Excellent understanding of the standard CRM platform sharing model including role hierarchy, sharing rules, permission sets etc.
CRM platform Administrator certification.

Preferred qualifications, capabilities, and skills.
Emerging knowledge of product release and deployment processes.
Additional CRM platform certifications such as Sales, Service, Experience Cloud or others.

Optional but desirable qualifications, capabilities, and skills.
Prior experience working in the financial services industry.
Basic understanding of SOQL
Good understanding of Service Cloud Messaging for In-app and Web (MIAW).
Familiarity with email services such as enterprise technology vendor Outlook or similar.
Familiarity with CTI integrations using cloud contact-centre platform or similar.
Familiarity with access management systems such as Idaho or similar.
Familiarity with IT service systems such as IT service management platform or similar.