Salesforce Database Administrator - United Way of Massachusetts Bay

ABOUT UNITED WAY:

United Way of Massachusetts Bay exists to build more equitable communities, together. With over 85 years of local impact in eastern Massachusetts, we work with and for our communities to build economic prosperity and enable everyone-across races and ethnicities-to share in the knowledge, wealth and resources available. We believe that the key to unlocking opportunity is uniting people, and we bring together individuals, community leaders, corporate partners, legislators and organizations to build a powerful engine of change. We target efforts in the following areas: (1) quality, affordable childcare and out-of-school time care, (2) educational and career pathways for youth and young adults, (3) safe and stable housing, and (4) wealth building and financial inclusion. United Way currently invests over $45 million annually in a portfolio of over 300 community-based organizations. It spearheads public policy initiatives tackling the most pressing community issues, making a direct and sustained difference in the lives of individuals.

We offer excellent benefits including a BCBS PPO plan, dental, a 401k retirement savings with company match and an employer base contribution, a generous PTO policy which includes extended holiday time and summer hours. We also are offering staff a hybrid work schedule in a new office environment. 

POSITION OVERVIEW:

Reporting to the Director, Data Engineering, 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. The Salesforce platform that the Administrator will manage currently powers several of our initiatives, including Shared Services family childcare business accelerator, Summer Step-Up and After School and Out-of-School Time grants to partnerships between school districts and community organizations, AmeriCorps program that delivers individualized support to recent newcomers to the US attending Lynn, Salem, and Gloucester Public Schools, and others. A critical member of the team responsible for building United Way's culture of learning, data governance practices, and orientation toward continuous improvement, the Administrator will provide top notch customer service and support primarily to internal users, manage the implementation of changes needed to improve data quality and utility, and support internal users through training and management of a knowledge base. They will collaborate with other UWMB staff, our IT service provider, Salesforce Support, and other contractors to prioritize and deliver enhancements and other development needs, as well as system upgrades.

RESPONSIBILITIES:

• Support, training, and user adoption
  • Users come first. Develop a deep understanding of Salesforce users, their needs and the context in which they are using the platform.
  • Triage and promptly respond to internal users' requests for support
  • Maintain current training materials, including videos, and usage standards documentation
  • 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 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.)
  • Support users in identifying how best to use Salesforce to support new processes and needs that emerge
• 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 is designed to address and prevent data quality issues
  • Consult with users, other Administration team members, and support vendors to develop automated data transformation and transfer processes
• Ongoing system improvements and development
  • Proactively identify needs for system improvements and upgrades, as well as changes in practice and procedure that might be necessary to improve efficiency of operations and data quality
  • Coordinate with relevant stakeholders throughout the organization to make changes to practices and processes that will improve the efficiency of operations and quality of data
  • Manage our Professional Services contract with Agile Cloud Consulting and prioritize requests for customizations, integrations, and other system improvements based on the extent to which they impact data quality and users
  • Build and edit custom forms, reports, and dashboards in consultation with users
  • Build new flows and improve user interface to make data entry more seamless, automating steps where possible
  • Liaise with other United Way team members, Salesforce support, and contracted developers to deliver priority repairs, enhancements, and development of new objects or modules
  • Manage the Salesforce development needed to respond to emerging programmatic and organizational data management requirements, such as the launch of new programs and platforms or evolution or sunsetting of extant programs and platforms
  • 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:

• Commitment to diversity, equity, and inclusion and to the mission of the United Way of Massachusetts Bay 
• A passion for economic justice
• At least 3 years experience managing complex, time-sensitive projects and/or databases
• At least one year of experience managing Salesforce technology and creating flows of automation inside of Salesforce
• Knowledge of best practices in data quality assurance, system administration, and user support
• Strong written, oral, and visual communication skills
• Ability to provide top notch customer service and problem solving support to colleagues internally as well as to our external partners
• Ability to quickly learn to use new technology and software
• 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 is a plus
• Ability to work a hybrid schedule, with a minimum of one day per week in the office

United Way of Massachusetts Bay is committed to hiring individuals who reflect the diversity of our communities.