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PenFed Credit Union (Remote) Salesforce Administrator in Eugene, Oregon

Overview

Are you looking to take your career from good to great? As an employee of PenFed, every day is an opportunity to thrive, and be part of a team working to ensure our organization is providing world class service to our members, employees, and our communities. We exist to help our members realize their full potential, educate and encourage their dreams, and make every effort to follow our mission and help our members “do better.” Joining PenFed is more than being an employee; it’s about being a part of the PenFed family.

PenFed is hiring a Salesforce Administrator, Operations at our Eugene, Oregon; Alexandria, Virginia; Omaha, Nebraska or San Antonio, Texas locations. This agent will be a part of a highly diverse team of individuals who support internal end users with all things Salesforce. Each team member will be dedicated to a stakeholder group, so that they may become familiar with their audience’s business processes and goals. They will meet regularly with their assigned team(s) to prioritize new work orders, troubleshoot reported issues, and provide interactive user training. This user will also be responsible for participating in user acceptance testing for changes related to the Salesforce organization. A day in the life of a PenFed Salesforce Administrator might include attending demos of new functionality, addressing inquiries from end users related to issues or questions about Salesforce, escalating tickets to IT with proper documentation when a bug cannot be addressed by configuration, and providing referrals when a request is too large or complex to be handled by the team. An admin would also provide curated interactive training sessions to teach operations managers how they can create dashboards to manage their pipelines & performance, as well as update in-app guidance and Chatter groups with release documentation for upcoming changes.

Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

  • Triaging reported issues for designated stakeholder/user groups, ensuring they are properly documented and routed to the appropriate group and escalating when appropriate.

  • Answering end-user questions and providing templated materials or ad-hoc training sessions to ensure best adoption.

  • Maintaining availability via Chat channel for assigned stakeholders so as to provide the fastest support possible, creating/triaging a ticket when an immediate answer does not resolve the issue.

  • Responsible for monthly (or regular) touchpoint meetings with assigned stakeholder groups to collect feedback, prioritize backlog, provide supplemental training, and answer any questions the group may have.

  • Peer reviewing content compiled by the business analysis team, offering feedback to ensure the requirements make sense from the context of the business as well as from the Salesforce Administration team.

  • Ongoing training expected, as the admin team is expected to be well-apprised of the latest Salesforce features/functionality, as well as an expected subject matter expertise rating in an area deemed pertinent to the enterprise (including profiling/permissions, reports/dashboards, community/experience administration, etc.).

  • Technical documentation to include basic requirements, process flows, release documentation and in-app user guidance.

  • Work with project teams & IT to test/certify new functionality introduced into the Salesforce environment.

  • Work with stakeholders to define system requirements for configuration changes /enhancements that deliver value to the business units.

  • Carry out regular internal Salesforce system audits and upgrades.

  • Contribute to organizational controls and best practices, identifying gaps and proposing solutions or alternatives.

Qualifications

Equivalent combination of education and experience is considered.

  • Bachelor’s degree in related field.

  • Minimum of three (3) years’ of related experience is required in Information technology, Salesforce, and/or financial services.

  • Experience working/administering a Salesforce organization.

  • Excellent written and verbal communication skills.

  • Ability to work with a wide variety of users with varying levels of knowledge/understanding.

  • Highly proficient in Microsoft Office (Teams, Visio, Excel, Word, Power Point, email).

  • Strong organizational skills required.

  • Excellent business communication skills and ability to multi-task are critical.

Licenses and Certifications

  • Salesforce Certification: Administrator (highly preferred)

  • Salesforce Certification: Advanced Administrator (preferred)

  • Salesforce Certification: Platform App Builder (preferred)

  • Salesforce Certification: Service Cloud Consultant (preferred)

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Most roles require working in an office setting with moderate noise and the ability to lift 25 pounds.

Travel

Ability to travel to various worksites and be on-call may be required.

Special Message Regarding COVID 19

PenFed is continuing to hire and train exceptional individuals to help us serve our 2 million members both here and around the world. In light of the current situation with COVID-19, we have modified our hiring, onboarding, training, and deployment protocols in order to comply with applicable current local and state guidance.

About Us

Established in 1935, PenFed today is one of the country’s strongest and most stable financial institutions with over 2 million members and over $26 billion in assets. We serve members in all 50 states and the District of Columbia, as well as in Guam, Puerto Rico and Okinawa. We are federally insured by NCUA and we are an Equal Housing Lender. We are available to members worldwide, via the web, seven days a week, twenty-four hours a day.

We provide our employees with a lucrative benefits package including robust medical, dental and vision plan options, plenty of paid time off, 401k with employer match, on-site fitness facilities at our larger locations, and more.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or participating in an investigation of same.

PenFed will also reasonably accommodate qualified individuals with a disability so that they can apply for a job or perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to PenFed. Contact human resources (HR) with any questions or requests for accommodation at 240-224-4256

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