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 funds 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.
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. United Way of Massachusetts Bay and Merrimack Valley
Job Tags
Holiday work, Contract work, Temporary work, For contractors, Summer work, 1 day per week,