Dedicated to quality, innovation, engagement, integrity, and inclusion, Information Technology/Enterprise Application Services (IT/EAS) maintains the highest standards in providing a wide range of software solutions to units throughout the University. IT/EAS maintains software systems that support the University’s core business as well as develops custom applications in partnership with DU departments to enhance services to our community. Our services range from consultation to implementation to continuous support of software solutions. Services include:

• Software implementation, support, and development
• Secure access to institutional information
• Database development and administration
• Data interfaces
• Document Management
• Workflow solutions
• Business Process analysis and improvements
• Consultation with DU departments on software development or purchase
• Data Warehouse administration, reporting, and data mining
• Business Intelligence, Advanced Analytics, and Dashboards
• Application configuration and support
• Intranet, Web, and Mobile Development

IT/EAS ensures the current and future software applications are efficient and effective, maintains an appropriate balance between leading-edge activities and core business processes, and provides appropriate information access and data security.

IT/EAS is responsible for all aspects of the Enterprise Resource Planning (ERP) system, Database Management, Data Warehouse administration, Information Analytics (BI), Constituent Relationship Management (CRM) systems such as Student Recruitment CRM, Student Success CRM, and Advancement CRM, Learning Management System (LMS), Document Management, and Workflow.

Position Summary

The Manager, Salesforce Administration reports to the Director, Business Analysis in the IT/Enterprise Application Services (IT/EAS) department in the Division of Information Technology (IT). The Manager, Salesforce Administration has supervisory responsibility over Salesforce administrators supporting the enterprise and unit-specific Salesforce platforms. This position and the Salesforce administrators they oversee are primarily responsible for the day-to-day delivery, deployment, configuration, and support of the enterprise Salesforce CRM and Salesforce Marketing Cloud platforms as well as other Salesforce CRM instances.

This position and their team will also perform business process needs analysis, data reporting and analysis, respond to production support issues, coordinate system enhancements and upgrades, write ad-hoc reports, and manage cross-functional projects. This position interfaces with various stakeholders across campus, Salesforce, Salesforce vendor partners, and IT teams to maintain and support the Salesforce platforms and related applications and integrations.

Essential Functions

Leadership

• Develop strong relationships with unit leaders and departments using Salesforce across campus.
• Hire, train, review, and supervise a team of Salesforce administrators within IT.
• Provide technical training to improve skill sets and mentor team members in best practices. Gain the tools to manage people despite differences in culture, working styles, and business experience.
• Manage complex communication, build collaborative trust, and focus people on results. Create clarity, build trust, and optimize individual and team performance.
• Assist with project management to ensure deadlines are met effectively and efficiently.
• Assist the Director, Business Analysis in the development and implementation of strategic directions for system, process, and technology needs. Lead the adoption of standards and procedures for all aspects of software implementation.
• Take a lead role in implementations, configurations, and ongoing support.

Software Administration

• Serve as the functional subject matter expert and primary system administrator of the enterprise Salesforce CRM, including core functionality and all related applications and integrations.
• Serve as a subject matter expert and system administrator of Salesforce Marketing Cloud
• Identify, gather, and document business requirements from users and stakeholders.
• Perform configuration tasks to satisfy requests from end users for enhancements and fixes.
• Work with IT/EAS to coordinate the design, testing, and deployment of system enhancements, process automations, and integrations between Salesforce, the enterprise ERP (Ellucian Banner), and other systems. 
• Develop test use cases and perform user acceptance testing for upgrades and enhancements.
• Track and document changes in functional requirements and write detailed procedures that can be easily understood by users.
• Provide enterprise-wide tier-2 and tier-3 application support. Develop recommendations and coordinate issue resolution with IT/EAS and software vendors. Troubleshoot, identify, and track software issues to ensure resolution. Document and communicate problem resolutions.
• Oversee user and license management, including new user setup/deactivation, roles, profiles, permissions, and public groups.
• Perform frequent data quality checks to ensure system data is accurate.
• Perform backup of Salesforce configuration and test recovery regularly.
• Analyze and evaluate current business processes, workflows, reports, and tools. Make recommendations for development, improvement, or simplification.
• Develop appropriate training materials to support end-user training.
• Research, configure, and schedule standardized reports within Salesforce.
• Create ad-hoc reports, data queries, standard reports, and dashboards to support business needs.
• Responsible for independently leading multiple projects or large complex projects with cross-functional teams.
• Serve as primary technology liaison between IT/EAS and software vendors.
• Support EAS team members and monitor user adoption of Salesforce tools.

Other Functions

Other duties as assigned.

Supervisory Duties

000856 – Salesforce Admin I
000848 – Salesforce Admin I
005895 – Salesforce Admin I

Knowledge, Skills, and Abilities

• Ability to attract, retain, motivate, coach, and develop team members for high performance
• Aptitude to influence, build relationships, navigate politics, manage conflicts, and negotiate
• Ability to identify potential risks in large projects and plan for the unexpected
• General understanding of CRM principles
• Strong understanding of Salesforce CRM platforms
• Basic knowledge of Salesforce Education Cloud and Salesforce Marketing Cloud
• Ability to gather detailed business requirements and analyze business processes and data
• Ability to perform system administration, configuration, testing, and training
• Ability to explain technical concepts effectively to a variety of stakeholders and non-technical audiences
• Ability to think through complex problems, develop solutions, and deal with a variety of situations where only limited standardization exists
• Strong analytical skills
• Basic project management skills
• Solid foundational understanding of Microsoft Office products Excel, Word, Outlook, and Teams
• Ability to read, analyze, and interpret general business correspondence, policies, and technical procedures
• Ability to utilize general mathematical concepts
• Ability to analyze data and interpret/visualize data for various audiences
• Ability to prioritize and organize a high volume of work
• Ability to communicate clearly and concisely, both orally and in writing
• Attention to detail is critical
• Ability to work effectively in a team environment
• Strong troubleshooting and problem-solving skills
• Ability to use intuition and apply knowledge from previous experiences
• Committed to providing excellent customer service and innovative problem-solving
• Team-oriented
• Collaborative
• Engaged, professional, supportive
• Challenge the status quo to seek the highest levels of performance and service quality

Required Qualifications

• Bachelor’s Degree or equivalent experience in an application administrator position
• 8 or more years of experience as an application administrator
• 8 or more years of experience in supporting Salesforce platforms
• Salesforce Certified Advanced Administrator

Preferred Qualifications

• Degree in business administration, computer information systems, management information systems, or another related field
• People management experience
• Experience in a higher education working environment

Working Environment

• Standard office environment
• Unexpected interruptions occur often, and the stress level is moderate to high
• Noise level is quiet to moderate

Physical Activities

• Ability to work in front of a computer for an extended period of time
• Occasionally required to move about the office/campus with the capability of transporting objects up to 20 lbs.

Work Schedule

Monday - Friday, 8:00 a.m. - 4:30 p.m., evenings & weekends as needed.

In accordance with the University’s flexible work policy, this position is eligible to be considered for partial remote work. Further details regarding this plan will be determined with the hiring manager and are dependent on the division and team specific needs.

Application Deadline

For consideration, please submit your application materials by 4:00 p.m. (MST) October 6, 2025.

Special Instructions

Candidates must apply online through jobs.du.edu to be considered. Only applications submitted online will be accepted.

Salary Grade Number

The salary grade for the position is 15.

Salary Range

The salary range for this position is $120,000-$125,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

Benefits

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:

1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital, family, or parental status, pregnancy or related conditions, national origin, disability, or status as a protected veteran. The University of Denver does not discriminate and prohibits discrimination on the basis of race, color, national origin, ancestry, age, religion, creed, disability, sex (including sex stereotypes, sex characteristics, sexual orientation, gender identity, and gender expression), marital family, and parental status, pregnancy, genetic information, military enlistment, or veteran status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the University’s educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; the Americans with Disabilities Act; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; the Equal Pay Act; the Colorado Equal Pay for Equal Work Act; the Colorado Protecting Opportunities and Worker's Rights ("POWR") Act; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For more information, please see the University of Denver's Non‑Discrimination‑Statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.