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Hiring (FT) Salesforce CRM Administra​tor - Annapolis​, MD.

Salesforce CRM Administra​tor (FT) - Annapolis​, MD

 
Apply using this link:
 
ABOUT THE COMPANY:
FTI Consulting is a global business advisory firm dedicated to helping organizations protect and enhance their enterprise value.  For over 25 years, FTI has brought insight and expertise to deliver successful resolution to the most challenging financial, litigation, and business-critical issues. FTI, recently ranked among Fortune magazine’s 100 Fastest-Growing Companies, is a leading global firm that organizations rely on for advice and solutions in the areas of corporate finance and restructuring, disputes and investigations, economic consulting, e-discovery software and services, reputation management, and transaction advisory when confronting the critical issues that shape their futures.  We are involved in high-stakes, fast-paced computer forensics projects from around the world.  Our workforce of more than 3,500 employees includes numerous PhDs, MBAs, CPAs, CFEs, JDs, and technologists with expertise across a broad range of industries including financial services, retail, healthcare, energy, media, and communications. If you are interested in becoming part of a fast growing company and helping shape its future, read on.
 
ABOUT THE OPPORTUNITY:
The Salesforce CRM Administrator will manage day-to-day operations of Salesforce.com CRM system. Day-to-Day operations will include but are not limited to, system administration, user support/training, change control, interface design, data quality, requirements gathering and reporting. The CRM administrator will report to the CRM Architect but he or she will take direction from the Director of CS Service Delivery. This position provides a tremendous opportunity for a dynamic, forward thinking individual to provide FTI with critical system support and focuses on the growth, development, integration and maintenance over our Salesforce.com CRM system.  This role can be located in either Annapolis, MD or Pittsburgh, PA.
 
PRIMARY DUTIES:     
  • Administration of the company’s Salesforce.com CRM instance and development of related processes; responsible for assisting with its adoption and ongoing success.
  • Administration functions include but are not limited to: user management, configuration, customization, report and dashboard development, data management, case (ticket) management, training, and support for AppExchange applications. Specific examples of Salesforce Administrations tasks include:
    • Customize Salesforce.com fields, page layouts, record types, searching, list views, queues, reports, and dashboards.
    • Maintain security such as user accounts, mobile user accounts, sharing rules, user roles, user profiles, field level security, content folder rights, groups, list view rights, and custom apex pages and classes, etc.
    • Maintain and create workflow rules, validation rules, formula fields, escalation rules, auto-assignment rules, etc.
    • Maintain overall system configuration, change control, and enhancements
    • Assist in developing and maintaining documentation on processes, policies, application configuration, and help related materials
    • Manage operational requests and troubleshoot issues, working with diverse user groups
    • Act as the primary point of contact for Salesforce users.
    • Manage instance to ensure data integrity
    • Maintain system metrics to track trends in usage and data integrity.
    • Manage the production of product and service-related training materials.
    • Conduct training of SalesForce.com to users. Present changes/system enhancements and overall training to diverse audiences.
    • Support the tracking and reporting of all Salesforce.com feature request(s) and development initiatives
    • Manage instance to ensure data integrity
    • Promote adoption of system throughout FTI
  • Specific examples of Salesforce Development tasks include:
    • Identify SalesForce.com usage problems and craft technical / communication plans to remedy.
    • Obtain and document requirements when needed
    • Develop/modify ad hoc reports and dashboards as requested
    • Develop/modify HTML email and java script templates to support custom and auto generated system responses
    • Design and build custom Salesforce objects
    • Manage mass imports and exports of data.
    • Willingness to learn Force.com development, and ability to assist in quality assuring in-house custom code.
    • Serve as back up for architect and understand all workflow and system process.
    • Consider new releases of Salesforce.com CRM functionality and assess applicability to FTI
  • Provide high quality support via both telephone and email.
  • Undertake additional analysis and reporting projects as directed by management
  • Work with project team to drive deliverables from vendors
  • Promotes and fosters a positive work environment
  • Ability to travel when requested up to 10%.
  • Other duties as assigned
 
BASIC QUALIFICATIONS: 
·         2 - 4 years technical support for web-based applications.
·         2 years previous experience or exposure to CRM/Helpdesk technologies.
·         2 years experience and proficiency with HTML, CSS, and JavaScript.
·         1 year experience with process analysis, ideally with experience in developing and documenting process flows, roles and responsibilities, defining requirements and translating them into system implementation.
·         B.S. or a B.A. college degree or commensurate work experience.
·         Salesforce.com Certified Administrator or 2+ years experience equivalent
 
PREFERRED SKILLS:
·         Working knowledge of relational databases design concepts and data management. Ability to work with data in complex spreadsheets and databases is required.
·         Understanding of Salesforce.
·         Basic understanding of Force.com and ability to maintain Force.com custom applications and code.
·         Previous Apex, Visual force development experience.
·         Previous experience programming in .NET.
·         MCSE or other MS certifications.
·         SQL 2005/2008 experience.
·         Webmaster / site experience a plus.
·         Proficiency with MS Office suite.
·         Outstanding analytical, business process development skills and problem solving skills.
·         Ability to troubleshoot system, process and data issues; ability to think clearly under pressure.
·         Flexible team player attitude willing to work extended hours when asked or when project needs arise.
·         Self motivated and detail oriented with excellent people and project management skills.
·         Demonstrated and proven ability to provide superior client service in demanding, deadline-driven situations.
·         Ability to effectively communicate and coordinate with senior business management and peers.
·         Possession of sufficient credit to facilitate travel if and when required.
 
POSITION CLASSIFICATION:   Exempt
 
FTI Consulting is an Equal Opportunity Employer