Job Description

Required Skills:

• Strong proficiency with CRM administration, data management, reporting tools, campaigns, surveys, Intelligent Advisor.

• Strong proficiency with HTML, CSS, and JavaScript.

• Effective written and verbal communication skills.

• Strong interpersonal, analytical, and organizational skills.

• Familiarity with project management software (e.g.,  Jira, Trello, Confluence, Asana).

• Advanced knowledge in in Microsoft Office using Microsoft Excel, Microsoft Word and PowerPoint.

Minimum entry qualifications: 

• 2-3 years of related experience in CRM administration (e.g., Oracle Service Cloud, Salesforce, Microsoft Dynamics, or similar).

• 1–2 years of experience in project coordination or project management.

Preferred qualifications: 

• Prior public sector experience.

We are seeking a customer relationship management (CRM) Administrator/Project coordinator with Oracle Service Cloud experience and experience coordinating medium projects. In this dual role, you will manage and enhance our CRM system and coordinate various projects to ensure efficient planning and execution. You will play a key role in CRM development, integrations, and overall process improvement.

Job responsibilities:

CRM Administration

• Configure and maintain CRM settings, user profiles, workspaces, workflows, message templates, surveys campaigns, databases and permissions.

• Assists in testing and verification for internal custom code and vendor software releases, patches, and add-ons.

• Collaborates with the Contact Center and Business Analysts team to proactively identify and recommend operational improvements, enhancements and system customizations that meet business needs and ensure solutions that are usable, scalable, and easy to maintain.

• Assist the technical leads and work with technical and functional staff within CRM team as well as developers, database and systems administrators to ensure system availability along with performing regular testing of business continuity plans.

• Manage data integrity, including imports, migrations, integrations and data cleanup.

• Responsible for providing application administration, troubleshooting and support for information technology projects, applications and systems. This includes code migration, change control, application security, performance and availability.

• Develop and maintain Intelligent Advisor interviews within the Oracle Service Cloud suite.

Project Coordination

• Coordinate project timelines, deliverables, and resources across multiple teams.

• Maintain project documentation, including Business Requirement Documents, test plans, test results, project plans, and meeting notes.

• Schedule project meetings to ensure timely updates and issue resolution.

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