Salesforce Administrator

Civic Works - Salesforce Administrator 

Supervisory Responsibilities:  None
Budget Responsibilities:  None
Reports to:  Data Systems and Technology Manager
FLSA Classification:  Exempt
Date:  April 2025

Organization Summary: 
Founded in 1993, Civic Works strengthens communities through education, skills development and community service. Our Center for Sustainable Careers (CSC) includes our workforce development programs, and Energy programs. CSC’s workforce development programs focus on expanding access to family-sustaining careers for Baltimore residents facing significant barriers to quality employment. CSC supports participants in developing both technical skills and soft skills, and earning marketable certifications, all while providing wraparound case management and job placement services. Civic Works’ Energy Programs social enterprise is leading efforts to ensure that local residents are able to both reduce their energy costs and decarbonize their homes. These programs make it easy and affordable for community members across Central Maryland to go solar and upgrade their energy efficiency. As an integral part of Civic Works’ Center for Sustainable Careers, Energy Programs also plays a pivotal role in expanding access to quality careers in the clean energy sector. This includes promoting job quality standards among program contractors, and creating on-the-job training opportunities for local residents.

Civic Works’ innovative work has been highlighted by the White House, the National Fund for Workforce Solutions, The Baltimore Sun, The Washington Post, and the US Conference of Mayors. Join us in creating a more stronger and more sustainable economy. For more information, please visit http://sustainablecareers.civicworks.com/.

Position Summary:
The Salesforce Administrator will play a vital role in amplifying the impact of The Center for Sustainable Careers through Salesforce system administration, data governance, technology management, and IT software applications. They will provide staff with ongoing training and help desk support, assist with setting up new user accounts, and manage user roles and permissions. In addition, the Administrator will create and customize a variety of fields, formulas, automations, reports, and other Salesforce customizations to record data and manage tasks. Overall, this individual will play a key role in all stages of the process to improve data systems and technology, from brainstorming and visioning, through testing, implementation, and documentation of the process and results. Other duties include managing user accounts for various software applications, data uploading, data cleaning, creating webforms, and documenting Salesforce structure. The ideal candidate would be someone who has demonstrated experience leveraging technology to drive program impact and / or business solutions. 

Primary Responsibilities:

1. User Adoption and Data Security

• Manage Salesforce user access (MFA/SSO) – including new user setup/deactivation, roles, profiles, permissions, public groups, organization-wide defaults, and sharing rules – to allow for collaboration while protecting sensitive data. 
• Manage user access for other software applications.
• Provide ongoing staff training and support as it relates to system usage.

2. Data Quality

• Monitor Salesforce in collaboration with program staff to identify and resolve recurring holes or inconsistencies in data collection and data quality.
• Continuously improve customization in collaboration with program staff to reduce manual error and improve data quality.

3. Operational Efficiency and Effectiveness 

• Monitor help tickets from users, and troubleshoot user and system error messages.
• Design, implement, and manage Salesforce custom objects to extend platform functionality, ensuring alignment with unique business processes and data requirements beyond standard objects.
• Create and manage custom fields on Salesforce to capture and store organization-specific data. 
• Develop and maintain reports, dashboards, and other automations.
• Support third-party CRM applications and integrations.
• Ensure all Salesforce objects, fields, page layouts, validation rules, workflows, process builders, and flows are properly documented and updated to meet evolving program needs.
• Collaborate with staff to understand program and business processes and translate requirements into effective Salesforce implementations, incorporating feedback for optimization.

Secondary Responsibilities:
1. Assist with the setup and distribution of hardware devices
2. Perform other duties as assigned or as needed.

Work Schedule: 

• This position is eligible for a hybrid work schedule, with the option to work remotely up to 2 days per week. The staff member will be expected to work on-site at Civic Works’ office in Baltimore City at least 3 days per week. During the 90-day orientation period, the schedule will include additional in-office days. This arrangement is subject to change based on organizational needs and may be adjusted to include more in-office time.

Education and Experience: 

• At least 2 years of experience in database administration, IT, or another relevant field required.
• Experience with Salesforce, or another equivalent CRM system, required.
• Strong computer skills and experience with Microsoft Word and Excel required.
• Experience working with stakeholders to understand business needs and designing solutions to meet those needs is preferred.
• Experience working with client or project tracking is preferred. 

Skills and Abilities: 

• Excellent logical thinking skills, including ability to identify patterns, draw conclusions, and design logical sequential solutions.
• Highly organized, detail-oriented, and able to manage multiple projects simultaneously.
• Exceptional personal responsibility for meeting goals and a track record of success.
• Excellent oral and written communication skills.
• Flexible and adaptable; able to work in ambiguous situations.