Summary
The Manager, Salesforce & Business Systems serves as the primary administrator and technical owner of the organization's Salesforce environment and supports the integration of Salesforce with other enterprise SaaS platforms. The position is responsible for the day-to-day administration, configuration, support, data integrity, and continuous improvement of Salesforce and works closely with staff and external partners to translate business needs into effective technology solutions.

As part of this role, the Manager, Salesforce & Business Systems also provides technical support for integrations and data flows between Salesforce and other organizational platforms. This role requires a hands-on Salesforce administrator who can troubleshoot problems, improve business processes, manage integrations, and help ensure that the organization's technology platforms operate as a cohesive ecosystem. The Manager also develops dashboards and reporting that enable staff and leadership to better understand and use organizational data.

This position is well suited for a curious, analytical technologist with a developer mindset who understands both the technical capabilities of Salesforce and how technology can be applied to improve business processes. The ideal candidate brings strong Salesforce administration experience and the technical aptitude and interest to expand their expertise across connected platforms over time. Rather than focusing solely on maintaining Salesforce, this individual will partner with stakeholders to improve processes, integrations, data flows, and the overall use of technology across the organization.

Essential Job Functions

Salesforce Administration
• Serve as the primary administrator and technical resource for the organization's Salesforce environment.
• Manage Salesforce users, roles, profiles, permission sets, sharing rules, security settings, and other access controls.
• Develop user documentation, procedures, and training materials and provide training when needed.
• Provide technical support and guidance to Salesforce users and other platform users as appropriate.
• Configure and maintain Salesforce objects, fields, record types, page layouts, flows, reports, dashboards, and other platform functionality.
• Evaluate business requirements and recommend solutions that balance user needs, maintainability, data quality, security, and platform best practices.
• Design, test, document, and deploy enhancements to Salesforce functionality and business processes.
• Monitor Salesforce performance, storage, automation, integrations, and data quality and address issues as needed.
• Troubleshoot Salesforce issues, identify root causes, and coordinate with external consultants or vendors when escalation is required.
• Stay current with Salesforce releases and capabilities and evaluate opportunities to improve the organization's use of the platform.

Integrations & SaaS Platform Support
• Serve as the primary technical resource to monitor, support, and maintain integrations between Salesforce and other organizational SaaS platforms.
• Collaborate with vendors and consultants to design, configure, test, and implement new integrations and enhancements to existing integrations.
• Support technical configuration and back-end administration of other SaaS platforms where appropriate.
• Maintain documentation of integrations, data mappings, dependencies, system interfaces, and technical support procedures.

Data Management, Reporting & Governance
• Maintain the integrity, accuracy, consistency, and security of organizational data within Salesforce and integrated systems.
• Develop and maintain processes for identifying and resolving duplicate, incomplete, inconsistent, or inaccurate data.
• Develop reports and dashboards that support operational and organizational decision-making.
• Partner with staff to establish and maintain data standards, definitions, naming conventions, and data management practices
• Analyze data and system behavior to identify trends, anomalies, process issues, and opportunities for improvement.

Business Process & Technical Support
• Work with staff to understand business needs and translate them into practical technology solutions.
• Identify opportunities to improve processes, workflows, integrations, and the effective use of Salesforce and connected platforms.
• Manage smaller system enhancements and technical projects from requirements through configuration, testing, deployment, and documentation.
• Coordinate work performed by Salesforce consultants, SaaS vendors, and other external technology partners.
• Communicate clearly with stakeholders regarding system issues, planned changes, project status, risks, and resolution timelines.
• Perform other related duties as assigned.

Supervisory Responsibilities
None

Experience and Education:
• Bachelor's degree in Information Systems in Computer Science, Business Administration, Data Analytics, or a related field and 3-5 years of relevant experience; or an equivalent combination of education and professional experience.
• At least 3-5 years' experience administering Salesforce in a production environment, including configuration, security, automation, reporting, data management, and user support.
• Experience supporting integrations between Salesforce and other SaaS applications preferred.
• Experience within a nonprofit, membership, association, or similarly structured organization is a plus.
• Salesforce Administrator and other certifications strongly preferred.

Qualifications
• Strong working knowledge of Salesforce administration and configuration with experience supporting and troubleshooting integrations, data synchronization, automation, and application configuration issues.
• Strong analytical and troubleshooting skills with an ability to identify and resolve root causes.
• Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, deconstruct high-level information into details, and distinguish user requests from the underlying true needs.
• Ability to translate business requirements into practical technical solutions and communicate technical concepts to nontechnical staff.
• Working knowledge of relational data concepts and the ability to understand data relationships across multiple systems.
• Ability to evaluate competing requirements and prioritize work based on organizational impact, urgency, risk, and available resources.
• Strong documentation skills and attention to detail.
• Ability to work independently while knowing when issues require escalation or external technical expertise.
• Demonstrated curiosity and commitment to continuously developing technical and business knowledge.
• Experience creating reports, dashboards, and processes to continuously monitor data quality and integrity
• Willingness to adhere to Independent Sector's organizational values of Leadership, Equity, Collaboration, and Well-Being in all aspects of work.

Work Environment
The work environment is a typical office environment. The noise level is usually quiet. Less than 10% of
travel is required. Reasonable accommodations may be made to enable individuals with disabilities to
perform the essential functions.

Physical Demands
• Remaining in a stationary position, often sitting for prolonged periods.
• Communicating with others to exchange information.
• Repeating motions, such as typing or answering a phone, that may include the wrists, hands, and/or fingers.
• Assessing the accuracy, neatness, and thoroughness of work.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.