CRM Administrator

Job Description:

• The CRM Administrator & Project Coordinator will be responsible for configuring, maintaining, and supporting CRM systems, ensuring operational efficiency, and coordinating project activities across teams.
• This role involves CRM administration, data integrity management, project documentation, and cross-functional collaboration to meet business needs effectively.

Requirement/Must Have:

• Strong proficiency with CRM administration, data management, reporting tools, campaigns, surveys, and 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 such as Jira, Trello, Confluence, or Asana.
• Advanced knowledge of Microsoft Office, including Excel, Word, and PowerPoint.

Experience:

• 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.

Responsibilities:

• Configure and maintain CRM settings, user profiles, workspaces, workflows, message templates, surveys, campaigns, databases, and permissions.
• Assist in testing and verification for internal custom code and vendor software releases, patches, and add-ons.
• Collaborate with the Contact Center and Business Analysts team to identify and recommend operational improvements, enhancements, and customizations.
• Assist technical leads and work with technical and functional staff to ensure system availability and perform regular testing of business continuity plans.
• Manage data integrity, including imports, migrations, integrations, and data cleanup.
• Provide application administration, troubleshooting, and support for IT projects, applications, and systems, including code migration, change control, application security, and performance.
• Develop and maintain Intelligent Advisor interviews within the Oracle Service Cloud suite.
• Coordinate project timelines, deliverables, and resources across multiple teams.
• Maintain project documentation, including requirement documents, test plans, test results, and meeting notes.
• Schedule project meetings to ensure timely updates and issue resolution.

Should Have:

• Prior public sector experience