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Technology Manager & Salesforce.com Administrator

Technology Manager & Salesforce.com Administrator

at Rustic Pathways

Rustic Pathways is a student travel organization which offers the world's finest experiential education, community service, foreign language, and adventure programs. Our destinations stretch from the white-sand beaches of Fiji to the rainforest canopies of Costa Rica, the high Himalayan mountains to the Great Barrier Reef, and many places in between. We provide superior quality travel and service in some of the most welcoming countries around the world. Rustic Pathways demands professionalism and integrity across all of our operations, insists on quality in all aspects of our programs, and places strong emphasis on the safety and well-being of our students and staff. We empower students through innovative and responsible travel experiences to positively impact lives and communities around the world.

The Position:

The Technology Manager & Salesforce.com Administrator at Rustic Pathways sees technology as a cornerstone to the organization's success and utilizes technology as a medium for solutions to business challenges and as a way both scale and streamline business processes and the client experience.

Rustic Pathways is an international student travel organization with over 11,000 yearly travelers from over 60 countries. Our organization collects and utilizes large amounts of client information — including personal, financial, and trip operational data. The majority of this data is stored in a customized SFDC instance. This position will be responsible for the management of this data and the internal and external systems utilized to access and interact with this data.

Responsibilities:

The Technology Manager & Salesforce.com Administrator will be responsible for the maintenance and continued development of Rustic Pathways’ Salesforce.com instance, the documentation of all processes, and user support and training. This position will constantly be looking for ways to improve both the client and staff experiences when interacting with SFDC and other technology systems, while providing solutions for scalability.

Create and Manage Changes

  • Proactively seek out and identify needed system changes.
  • Gather feedback and requirements from end users and department heads.
  • Administer standard and custom objects in SFDC.
  • Create and maintain necessary objects, workflows, process builders, and flows in SFDC.
  • Maintain documentation of all SFDC processes, and other technology systems and proactively communicate system changes prior to final implementation.
  • Manage third party contracts and relationships with Salesforce.com developers and provide project management oversight when working with external developers.

User Support and Training

  • Respond to user support requests.
  • Provide training resources for new and existing users.
  • Work with stakeholders to develop or improve processes within SFDC.
  • Assist with organizational reporting for users in customer support, finance, marketing, sales, and operations. Provide training resources to staff members to be able to self report.
  • Develop institutional knowledge and assist with creation of broader company Intranet.

Maintain System and Security

  • Manage quarterly Salesforce.com releases.
  • Manage installed packages, updates, and contracts.
  • Ensure data quality and data security for the organization. Create and enforce protocols and permission sets that ensure a high standard of data quality, consistency, and compliance.
  • Document SFDC processes, objects, and fields.

Technology

  • Work with Vice President of Business operations to manage annual technology budget.
  • Oversee IT helpdesk staff, user support, and inventory management across the organization.
  • Oversee account management of other technology services such as ISPs, VOIP, cell phones, etc.
  • Other duties as assigned by Vice President of Business Operations.

Qualifications:
Requirements

  • A minimum of 2-5 years of professional experience working with Salesforce.com and/or managing technology needs for a small/medium sized business.
  • Bachelor's degree in computer science, information technology, information systems, or related field.

Knowledge, Skills, and Ability:

  • Experience with Salesforce.com administration.
  • Experience with VisualForce and APEX code.
  • Knowledge of Object Oriented Programming, relational-database management, and SVN change management.
  • Knowledge of HTML, CSS, and JS web technologies is a preferred.
  • Strong organizational and project management skills.
  • Solution-based approach to problem solving and a strong attention to detail.
  • Strong interpersonal and communication skills.
  • Ability to promote adoption and generate buy-in among staff members.
  • Ability to work independently, as well as in a team environment.
  • Ability to explain complex technical topics in “layman’s terms.”
  • Client-first approach to creating technology solutions and providing user support.

Location:

Ability to work at least three days a week in our Willoughby Hills, Ohio location is preferred, though remote applicants may be considered.

Equal Employment

Rustic Pathways is committed to providing equal employment opportunities to all persons and maintaining a work environment that is free of harassment and discriminatory conduct. All employment decisions at Rustic Pathways are made without regard to race, color, religion, sex, national origin, disability, age, genetic information, veteran status, or any other class protected by law. Rustic Pathways takes all allegations of discrimination, harassment, and retaliation very seriously and will promptly conduct an investigation when warranted.

At-Will Notice

Each employee of Rustic Pathways is employed “at will,” which means either the Company or the employee may terminate the employment relationship at any time, for any or no reason, with or without advanced notice. No individual or representative of the Rustic Pathways can change this at-will relationship absent a specific, written contract signed by the Company’s Chief Executive Officer or designee.

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