Application Support Specialist (Salesforce Administrator)

July 17 2021
Industries Healthcare, social assistance
Categories Data Business Analyst, ERP, Packaged Software, SaaS, Help Desk, Information Technology
Toronto, ON

WHY JOIN THE CANADIAN CANCER SOCIETY (CCS)?

We are the only national charity that supports Canadians with all cancers in communities across the country—no other organization does what we do. As the voice for Canadians who care about cancer, we fund groundbreaking research, provide trusted information about cancer, offer a support system to help people with cancer and their families cope, and shape health policies to prevent cancer and support those living with the disease.

With the help of hundreds of thousands of people that the Canadian Cancer Society (CCS) brings together, we are a force-for-life in the face of cancer. Join us and you can work with passionate and committed individuals from coast to coast who are working to improve the cancer experience by helping people live longer and enhancing their quality of life.

To learn more about us, visit cancer.ca.

JOB OVERVIEW

Reporting to the Senior Manager, CRM Solutions (Data, Analytics and Solutions), the Application Support Specialist (Salesforce Administrator) is a Salesforce Administrator for the Salesforce.com environment and plays a key role in providing technical support for CCS’ CRM solutions and related tools. CCS’ CRM applications help drive revenue growth, enhance supporter and client experiences and manage program data for fundraising, volunteer engagement and mission services.

This position will work with users, team members, vendors and business stakeholders to identify, troubleshoot and resolve CRM and application and data issues. Additionally, the Application Support Specialist will also be responsible for documenting, configuring and supporting the implementation of enhancements to CRM applications, data and related processes. The Specialist will be very familiar with CRM technologies, CRM related tools, database administration and able to quickly learn new platforms, as required.

We are open for the role to be based anywhere in Canada.

WHAT YOU’LL BE DOING:

  • Provides advanced technical support to resolve issues with Salesforce, app integrations and related tools or plug-ins; liaise and coordinate with DAS, Data and Analytics and IT staff, stakeholders and vendors when necessary.
  • Uses related Salesforce platform tools to support fixes and enhancements, including DemandTools, DataLoader, Data Import Wizard, Form Assembly, Microsoft Orchestrator and various other apps and add-ins.
  • Uses tools such as the FreshService ticketing system to contribute to a knowledgebase for issue resolution; create and maintain design and process documentation for developed processes.
  • Supports the development, optimization, testing and implementation of enhancements for existing systems and processes by translating business needs to technical requirements, documenting and developing solutions.
  • Contributes to Release Management by following release guidelines and process, coordinating development and testing of enhancements and changes within the Salesforce environment; tracks and resolves issues through the deployment process.
  • Acts as a subject matter expert for CCS’ CRM and related processes, including data flows, automated processes and business processes and as it relates to the develop of new solutions and processes.
  • Supports the CRM Solutions team in other CRM related projects.
  • Follow best practices with regards to system maintenance, configuration, development, testing, data integrity and issue root cause analysis.
  • Works in compliance with the provisions of the Occupational Health & Safety Act and its regulations and Canadian Cancer Society health & safety policies and procedures.
  • Performs other duties as assigned.

WHAT WE ARE LOOKING FOR:

  • University Degree in computer engineering, IT or related field or an equivalent combination of education, training and experience.
  • A minimum of 3 years of experience in CRM related technical support.
  • 2+ years of experience with Salesforce is required; Saleforce.com Administration certification is preferred.
  • Experience with databases and data management is required; intermediate knowledge of ETL tools and SQL is an asset.
  • Experience with SOQL is required.
  • Experience with Marketing Cloud, Experience Cloud and Tableau is an asset.
  • Experience with Apex (or Java), AMPscript, HTML and APIs is an asset.
  • Strong written, analytical, organizational, planning and communication skills.
  • Advanced MS Office Suite skills, including Excel, MS Access and Word is required.
  • Works effectively on independent projects and within a small team environment.

WHAT YOU CAN EXPECT FROM US:

CCS offers meaningful opportunities to help make a difference in the lives of Canadians with cancer and their families. We are committed to fostering a culture that is inspiring, supportive and exemplifies our core values:

CARING COURAGE INTEGRITY PROGRESSIVE.

In return for your skills and dedication, we offer an attractive compensation package that encompasses a competitive salary, excellent benefits and the opportunity to have a rewarding employment experience where your contributions can make a true difference every day.

HOW TO APPLY:

Qualified candidates are invited to submit their resume, cover letter and salary expectations by July 30, 2021.

For internal candidates, this position is assigned to salary band 5.

CCS is committed to employment equity and encourages applications from all qualified candidates. CCS will make available reasonable accommodations for people with disabilities upon request.

We thank all candidates for their interest and advise that only those selected for an interview will be contacted.

Please note that in keeping with the mandate of CCS to model and promote healthy lifestyles, employees are not permitted to smoke in or about CCS premises or while carrying out CCS business.

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