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Senior Salesforce Business Systems Analyst

Apply now Job no: 510674
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Enterprise Applications
Salary: Salary commensurate with experience and grade/range
Applications Open:
Applications Close:

General Summary of Position:

UMass Lowell is committed to a Salesforce “Connected Campus” strategy.  It is one of Information Technology’s top initiatives and we seek a motivated professional to join our dynamic Enterprise Applications team. 

We have an exciting portfolio of Salesforce and partner technologies, including Sales Cloud, Service Cloud, Salesforce Advisor Link, Pardot, Communities,TargetX, FormAssembly, Schedule Once, Social Studio and SMS Magic.

The Senior Salesforce Business Systems Analyst collaborates with university stakeholders to support and enhance CRM functionality and bring about new solutions in our enterprise Salesforce environment.  This position develops business processes and workflows, engages in application design, configuration, testing and implementation. This position may lead application projects and facilitates change management and support to ensure successful deployments.

Minimum Qualifications (Required):

  • Bachelor’s Degree
  • 5+ years of experience as an IT business analyst or systems analyst working on enterprise applications
  • 3 to 5 years of Salesforce experience with Sales Cloud or Service Cloud engaging in business analysis, support for production CRM applications, App Exchange products and creating reports and dashboards
  • A strong working knowledge of Salesforce and a thorough understanding of the Salesforce object model
  • Salesforce Administrator Certification or ability to earn certification within first year of employment
  • 1 to 3 years demonstrated experience with a Salesforce communications application such as Pardot and/or Marketing Cloud or other communication tools that integrate with Salesforce
  • 1 to 3 years demonstrated experience with one or more of the following:  Salesforce Knowledge, Live Agent,  Events application, texting
  • Strong understanding of Salesforce best practices and functionality
  • A self-starter with demonstrated ability to understand new technologies and solve problems creatively and collaboratively
  • Excellent written and oral communication skills

Additional Considerations:

Customer Relations:

  • Sponsors, Core Team and End Users of the Salesforce solution
  • Enterprise Applications team and entire Information Technology staff
  • Higher Education Salesforce customers
  • Vendors (Salesforce, FormAssembly, ScheduleOnce, implementation partners and more)
  • UMass Information Technology System (UITS) applications and developer resources
  • UMass system peers/colleagues working on similar projects or technologies

Managerial Skills:

  • Strong communication skills tailored to technical and business audiences
  • Problem solving is an essential skill.  Position needs to identify problems and get the best solutions using all available resources
  • Planning is necessary to ensure tasks are completed according to defined expectations
  • Prioritizing the multitude of project requests, operational requests and identified issues is critical to job success

Special Skills:

  • Ability to obtain Salesforce Certifications and other technical certifications

Preferred Qualifications:

  • Experience with Lightning UI applications
  • Demonstrated experience using declarative functionality such as workflow or process builder
  • Experience with Salesforce Education Data Architecture (EDA)
  • Experience with Salesforce Community Cloud
  • Experience using a range of Salesforce and partner products, including one or more of the following:  FormAssembly, Docusign,TargetX, Salesforce Advisor Link, chat / texting, analytics and AI.
  • Domain knowledge supporting one or more of the following: recruiting; digital marketing and communications; call center and service operations; events operations; analytics; AI
  • PMP Certification
  • Experience with Student Information Systems in a higher education setting

Special Instructions to Applicants:

Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period. 

This is an SEIU 888 Professional Union position, Grade P20.

Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications is received.      

Please include a resume and cover letter with your application. Names and contact information of three references will be required at the time of application.


Posting updated 11/30/2021


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UMass Lowell


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The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.

The University of Massachusetts Lowell is an Equal Opportunity/Affirmative Action, Title IX employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, ancestry, age over 40, protected veteran status, disability, sexual orientation, gender identity/expression, marital status, or other protected class.

Please read this "EEO is the Law" poster (pdf), which provides an overview of many relevant equal opportunity laws.