Job Specifications
Position Number: 500637
Full Time or Part Time: Full Time
Anticipated Recruitment Range: $62,115 - $75,197
Position Type: Non-Faculty
Job Category: Non-Faculty Information Technology
Organizational Unit Overview
Information Technology and Computing Services (ITCS) is the central agency that supports enterprise-wide computing at East Carolina University. ITCS, through innovative information technology initiatives and service, provides opportunities for the ECU community to excel in teaching, research, and service using state-of-the-market technology and collaborative environments. ITCS is first and foremost committed to providing excellent information technology support for faculty, staff, and students. ITCS partners with campus departments, other universities, and industry to make strategic investments in information technology infrastructure that will help maintain a competitive advantage in administrative applications, faculty research, and outreach to the state and nation. We will achieve this through increasing the core functions and deploying appropriate technology throughout the university.
The University’s Salesforce Team within ITCS provides strategic, technical, and operational support for ECU’s enterprise Salesforce platform, which underpins CRM capabilities across admissions, student success, advancement, and engagement. This team is responsible for delivering secure, scalable, and high quality solutions that enable ECU to optimize constituent experiences and institutional outcomes. Core functions include both declarative and programmatic configuration, platform administration, integration with enterprise systems (SIS, ERP, LMS), release management, data governance, and user enablement. By partnering with functional stakeholders and leveraging Salesforce best practices, the team ensures that ECU’s CRM environment remains reliable, compliant, and aligned with the university’s mission to enhance student success and operational excellence.
Job Duties
The Salesforce Administrator is responsible for configuring, operating, and supporting ECU’s enterprise Salesforce environment as part of the centralized Enterprise CRM Platform Team. This role focuses on building and maintaining declarative solutions such as Flows, layouts, permissions, and validation rules, while collaborating with developers on programmatic functionality. The Administrator manages security and access controls, resolves Level 2 support tickets, and ensures platform reliability through documentation, testing, and participation in release readiness activities. Additional responsibilities include creating reports and dashboards, performing routine data quality tasks, and contributing to user adoption through targeted training and enablement materials. By partnering with technical and functional stakeholders, and working within sprint-based delivery and continuous improvement practices, the Administrator ensures that all configurations adhere to institutional security standards, support peak academic periods, and align with ECU’s mission to deliver secure, scalable, and high‑quality CRM solutions.
Configuration & Automation: Design, build, and maintain declarative Salesforce solutions that support ECU business processes while adhering to enterprise platform standards. Responsibilities include configuring Flows (record‑triggered, screen, and scheduled), page layouts, Lightning record pages, validation rules, custom metadata, and permission models to meet functional requirements. Evaluate business requests to determine when declarative solutions are appropriate versus when programmatic development is required, and collaborate closely with Salesforce Developers to support and maintain programmatic solutions once deployed. Participate in sprint-based delivery and continuous improvement activities by refining configurations based on user feedback, testing outcomes, and evolving institutional needs. Document configuration decisions, assumptions, dependencies, and known constraints to ensure maintainability, auditability, and long‑term platform stability.
Support & Triage: Provide ongoing Level 2 Salesforce application support by triaging, troubleshooting, and resolving incidents and service requests escalated from the Service Desk. Analyze reported issues to identify root causes related to configuration, data, automation, or user access. Coordinate with developers, integration teams, and business stakeholders when issues span multiple systems or require code‑level intervention. Contribute to continuous improvement by updating knowledge articles, FAQs, and administrative documentation to reduce recurring issues and improve first‑contact resolution.
Release Readiness & Testing: Support the Salesforce release lifecycle by contributing configuration‑level readiness and testing activities. Prepare configuration changes for deployment, develop and execute test scripts, validate acceptance criteria, and participate in User Acceptance Testi