Salesforce Administrator

Information Technology and Computing Services ( ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.

The University's Salesforce Team within ITCS provides strategic, technical, and operational support for ECU's enterprise Salesforce platform, which underpins CRM capabilities across admissions, student success, advancement, and engagement. This team is responsible for delivering secure, scalable, and high quality solutions that enable ECU to optimize constituent experiences and institutional outcomes. Core functions include both declarative and programmatic configuration, platform administration, integration with enterprise systems ( SIS, ERP, LMS), release management, data governance, and user enablement. By partnering with functional stakeholders and leveraging Salesforce best practices, the team ensures that ECU's CRM environment remains reliable, compliant, and aligned with the university's mission to enhance student success and operational excellence.

The Salesforce Administrator is responsible for configuring, operating, and supporting ECU's enterprise Salesforce environment as part of the centralized Enterprise CRM Platform Team. This role focuses on building and maintaining declarative solutions such as Flows, layouts, permissions, and validation rules, while collaborating with developers on programmatic functionality. The Administrator manages security and access controls, resolves Level 2 support tickets, and ensures platform reliability through documentation, testing, and participation in release readiness activities. Additional responsibilities include creating reports and dashboards, performing routine data quality tasks, and contributing to user adoption through targeted training and enablement materials. By partnering with technical and functional stakeholders, and working within sprint-based delivery and continuous improvement practices, the Administrator ensures that all configurations adhere to institutional security standards, support peak academic periods, and align with ECU's mission to deliver secure, scalable, and highquality CRM solutions.

Configuration & Automation: Design, build, and maintain declarative Salesforce solutions that support ECU business processes while adhering to enterprise platform standards. Responsibilities include configuring Flows (recordtriggered, screen, and scheduled), page layouts, Lightning record pages, validation rules, custom metadata, and permission models to meet functional requirements. Evaluate business requests to determine when declarative solutions are appropriate versus when programmatic development is required, and collaborate closely with Salesforce Developers to support and maintain programmatic solutions once deployed. Participate in sprint-based delivery and continuous improvement activities by refining configurations based on user feedback, testing outcomes, and evolving institutional needs. Document configuration decisions, assumptions, dependencies, and known constraints to ensure maintainability, auditability, and longterm platform stability.

Support & Triage: Provide ongoing Level 2 Salesforce application support by triaging, troubleshooting, and resolving incidents and service requests escalated from the Service Desk. Analyze reported issues to identify root causes related to configuration, data, automation, or user access. Coordinate with developers, integration teams, and business stakeholders when issues span multiple systems or require codelevel intervention. Contribute to continuous improvement by updating knowledge articles, FAQs, and administrative documentation to reduce recurring issues and improve firstcontact resolution.

Release Readiness & Testing: Support the Salesforce release lifecycle by contributing configurationlevel readiness and testing activities. Prepare configuration changes for deployment, develop and execute test scripts, validate acceptance criteria, and participate in User Acceptance Testing ( UAT). Review changes for compliance with institutional security, performance, accessibility, and design standards, and assist with postrelease validation activities, particularly during peak academic or operational periods.

Security & Access Control: Administer Salesforce security and access controls to ensure appropriate data protection and regulatory compliance. Configure and maintain profiles, permission sets, roles, sharing rules, and access policies based on the principle of least privilege. Support periodic access reviews, audits, and compliance activities by producing documentation and reports as needed. Partner with identity, security, and compliance teams to align Salesforce configurations with institutional data handling policies and applicable regulations (e.g., FERPA, HIPAA where applicable).

Documentation: Create and maintain clear, accurate, and uptodate administrative documentation, including standard operating procedures (SOPs), configuration runbooks, change logs, and decision records. Capture architectural and configuration rationales to explain why solutions were implemented, not just how. Ensure documentation supports operational continuity, onboarding of new administrators, and effective collaboration across the Enterprise CRM Platform Team.

Data & Reporting: Develop and maintain Salesforce reports and dashboards to support operational monitoring and decisionmaking. Assist with data imports, exports, and routine data maintenance activities in accordance with governance standards. Perform basic data quality tasks such as identifying duplicates, validating field usage, and supporting cleanup initiatives. Partner with data, analytics, or BI teams as needed to ensure alignment between Salesforce reporting and enterprise reporting solutions.

Adoption & Training: Support user adoption by providing targeted training and guidance to end users, power users, and system champions. Contribute to the development of enablement materials such as job aids, quick reference guides, and release communications. Assist in change management efforts by helping users understand new functionality, process changes, and best practices for using Salesforce effectively within their roles.

Other Duties: Perform other duties as assigned to support the mission and operational needs of the Enterprise CRM Platform Team and ECU.

The standard work schedule for this position will need to be adjusted to meet the position requirements, which include and are not limited to evening and weekend hours to perform scheduled and unscheduled workload requirements to maintain University operations.

This position requires the employee to reside within a reasonable commutable distance of the ECU main campus. "Reasonable commuting distance" is defined as a location that does not exceed a distance that can be safely traveled in two hours by automobile under average conditions of traffic, weather, and roads to employee's assigned duty station in Greenville, NC.

This position may be eligible for Flexible Work Arrangements ( FWA) under the ECU FWA Policy.

Contingent upon availability of funds.

Bachelor's degree or equivalent combination of education and experience.

All degrees must be received from appropriately accredited institutions.

NA

East Carolina University requires applicants to submit a candidate profile online in order to be considered for the position. Candidates must also submit a cover letter, resume, and a list of three references, including contact information, online.

Applicants must be currently authorized to work in the United States on a full-time basis.

In order to be considered for this position, applicants must complete a candidate profile online via the PeopleAdmin system and submit any requested documents. Additionally, applicants that possess the preferred education and experience must also possess the minimum education/experience, if applicable.

East Carolina University is committed to workforce success and cultivating a culture of care for our employees. ECU prohibits unlawful discrimination and harassment based on race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, and veteran status. All qualified applicants will receive consideration for employment without regard to their protected veteran status or disability.

Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act ( ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/ TTY) or ADA-Coordinator@ecu.edu.

Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.