Information Systems Operation Administrator

Information Systems Operation Administrator

Purpose of the Job

The objective of this position is to be accountable for Coptic Orphans' system implementation and maintenance. The necessary functions include acting as the first level of support for issues and inquiries; keeping track of the systems' design architecture; ensuring Coptic Orphans' systems availability, reliability, and scalability.

Essential Functions and Responsibilities

• Analyze, design, and implement all needed systems' automation to ensure that users are able to do their system-related responsibilities with minimum effort and time
• Manage Salesforce CRM including support requests and escalated administrative needs of users by providing prompt and complete resolution to technical challenges and business support issues
• Act as first level of support for issues and inquiries coming from internal and external customers
• Manage user profiles, roles, permissions, and security settings in Salesforce.
• Create and maintain custom objects, fields, workflows, validation rules, and other Salesforce components.
• Perform troubleshooting as required, lead problem-solving efforts, and involve outside vendors and other support personnel and/or organizations if needed
• Ensure high availability and acceptable levels of performance of mission-critical systems
• Perform data imports, exports, and mass updates in Salesforce.
• Create and maintain reports and dashboards to provide meaningful insights to stakeholders.
• Handle support tickets submitted by internal and external customers, website operation, Mobile Management device,..., etc.
• Hands-on configuration of new and existing "Salesforce.com" features including user management, roles/profiles, Permission Sets, custom objects, new page layouts, custom fields, formula fields, validations, workflows rules, email templates, Process Builder, and Flows
• Perform proactive system monitoring to identify any performance and/or data consistency issues

Required Education, Experience, Knowledge and Skills

• Bachelor's degree in computer engineering, computer science, information systems management, or related fields
• 1 - 3 years of related professional experience
• Strong CRM system administration and design capabilities with excellent troubleshooting skills, Salesforce CRM experience is a plus
• Strong experience in a Database administrator role
• Strong knowledge of Object-Oriented systems and their relational design
• Excellent knowledge of Data Analysis and Data Visualization
• Strong problem-solving and time-management skills
• Ability to gather, analyze and present information and numerical data effectively and a demonstrated, high level of accuracy and thoroughness in all duties

Working Conditions and Environment

• Limited to typical office environment such as walking, sitting, typing, using office equipment, and occasional lifting of boxes or luggage during travel.
• Working out of the official hours and on weekends may be required.