Drive enhancements and improvements to our customised CRM, Salesforce system.

• Full Time Position (1.0FTE), this is a 10 - 12 month maternity leave position
• First Nations People, LGBTIQA+ people, people with disability, people of colour, public housing residents or people with a lived experience are encouraged to apply
• DS is committed to child safety and strictly adheres to the Reportable Conduct Scheme for organisations. The safeguarding and wellbeing of our clients is our core focus. All staff must undergo thorough recruitment process including screening and providing evidence of current Working With Children Check and National Police Check.

About the Role

The Senior Salesforce and Systems Administrator will support the Acting Systems Team Lead in managing and optimising Drummond Street Services (DS) digital systems, primarily focusing on the Salesforce environment. This role encompasses day-to-day configuration, support, maintenance and ongoing system improvements to meet organisational needs.

As a key technical resource, the Senior Salesforce and Systems Administrator will provide comprehensive support to staff, ensuring they can effectively use our systems. The position is multi-faceted, combining elements of technical project management, data analysis, system development, administration, and Salesforce analysis. Expertise in this role will be essential for ensuring the smooth operation and continuous enhancement of our digital platforms.

Key responsibilities

An essential part of your work will be maintaining and improving our Salesforce CRM environment to align to our Practice Guide. Your technical skills and understanding of usability will be key in driving the success of the platform across our multi-disciplinary workforce, and to deliver our complex programs to clients. You will have razor-sharp attention to detail, be dedicated to maintaining excellent system administration documentation, and always uphold the integrity of usability and data.

As an important support to staff, you’ll be confident in taking the initiative, as well as taking a consultative approach, with managers in ensuring these systems are running smoothly and meeting staff needs, including but not limited to:

• Provide technical solutions to improve and optimise Salesforce and other digital systems
• Engage with staff at all levels to provide training, support, and guidance on using digital systems, ensuring ease of use regardless of digital literacy
• Use an analytical and user-focused approach to troubleshoot and resolve system issues
• Maintain and manage integral systems, including the CRM and intranet (SharePoint), ensuring they meet the operational needs of the organisation
• Collaborate with third-party IT providers to address system integration and functionality improvements
• Manage and analyse client data to optimise system effectiveness
• Collaborate with Systems Team and other teams to ensure systems support organisational growth and performance
• Provide tailored support and data to the CEO, Directors, General Managers and Managers

Working closely with all levels of staff, the Senior Salesforce and Systems Administrator will identify, develop and deploy new business processes within the Salesforce environment by:

• Serving as one of the primary Salesforce system administrators
• Gather and analyse detailed requests for system improvements and implement changes accordingly
• Automate processes using Salesforce tools such as flow automation, validation rules, and others
• Maintain documentation of system customisations and administration processes
• Monitor and plan for system upgrades, seasonal releases, and long-term projects to keep systems updated
• Maintain strong relationships with external Salesforce Developers, Consultants and Partners

Skills

• Strong communication skills, with the ability to engage, support and train users with varying levels of technical proficiency
• Required technical skills and knowledge level to administer Salesforce
• Proactive in business analysis, problem-solving and addressing technical issues
• Project management skills
• Ability to work collaboratively with various teams and take initiative in driving system adoption
• Ability to meet deadlines, and handle and prioritise simultaneous requests
• Commitment to continuous learning and development to enhance organisational support and advice
• Clear verbal and written communication
• Strong spreadsheet and data reconciliation skills
• Initiative and ability to work independently, as well as part of a team
• Knowledge and skills in MS365 Applications and SharePoint would be highly advantageous

Knowledge & experience

• Salesforce Certified Administrator
• Minimum 2 years’ experience as a Salesforce administrator
• Strong understanding of the Salesforce platform, with the ability to build custom apps and objects, formula fields, flows, custom views, dynamic forms and other content of intermediate complexity
• Strong understanding of Salesforce best practices and functionality
• Experience working on the Salesforce Non-profit Success Pack / Not-profit Cloud Case Management
• Experience with the use of the Lightning Components
• A demonstrated ability to understand and articulate complex processes
• Knowledge of data integrity and its complexities
• Experience training people in use of Salesforce and other systems
• Experience writing end user documentation
• Experience in an end-user technical support role
• Experience managing technical projects for implementation to end users 

Requirements

• A current Victorian driver’s license and willing to travel across multiple premises’ on a regular basis if required.

Please review the position description which outlines the full list of responsibilities and key selection criteria via our website

Key Selection Criteria

1. Applicants MUST address the following selection criteria in your application:
2. Tell us a time you applied your Salesforce expertise to solve a complex challenge or improve system functionality, including configuring, automating or customising workflows to meet organisational needs.
3. Tell us about a time you trained a person or team in the use of a CRM or similar system, how did you support them to understand the system?
4. Tell us about the thought process you take when you are making a change to a technology platform that will affect an entire workforce. Briefly, talk about the steps you would take from start to finish.
5. If you could be an animal, what would you be and why?

Application Process

• All applications will be directed to our careers portal – Senior Salesforce and Systems Administrator
• All applicants must include a resume and with a cover letter addressing all the key selection criteria for the position.

Applicants shortlisted for an interview will be required to provide evidence of their qualifications during the interview process

For further information about this position or to discuss your application please contact Inna Tsyrlin, Systems & Data Manager, on (03) 9663 6733 or via email at [email protected] using the subject line: Senior Salesforce and Systems Administrator enquiry via EthicalJobs.

A position description is attached.