Senior CRM Systems Administrator

Northwest Federal Credit Union

200 Spring Street

Herndon , VA 20170


Position Description

The Senior CRM Systems Administrator is responsible for continually enhancing our Salesforce platform, gathering requirements and feedback, and designing scalable best practice solutions. This role encompasses all aspects of user management including support tickets, training, and designing solutions with user satisfaction a priority.

  • Works with the business stakeholders to determine overall priorities, plan releases in alignment with priorities, enable capabilities that deliver business value
  • Manages all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules
  • Implements CRM configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards and reports
  • Sandbox environment management
  • DevOps/release management
  • Proactively identifies, addresses, and escalates risks and issues
  • Identifies and gathers requirements, translating into best practice, scalable solutions with a focus on exceptional user experience
  • Identifies unused or underutilized platform features
  • Data management to improve CRM data quality, implementing rules and automation as needed
  • Proactive system maintenance including security reviews, release updates, health checks and optimizations
  • User support ticket management
  • Monitors and improves user adoption
  • Act as the primary point of contact for internal users, providing initial support and troubleshooting assistance for questions and issues within Salesforce
  • Create and maintain detailed documentation of business processes, requirements, and solution designs
  • Ensure documentation is clear, comprehensive, and accessible to relevant stakeholders
  • Collaborate with technical teams to deliver solutions that meet business needs and best practices
  • Management of integrated applications and third party suppliers
  • Remains cognizant of and adheres to NWFCU policies and procedures as well as regulations pertaining to the Bank Secrecy Act (BSA)


  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or other related field
  • Strong Salesforce product knowledge and a minimum of 3 years’ of Salesforce implementation and administration hands-on experience
  • A proactive attitude to platform enhancements
  • Prior change management and governance experience
  • Knowledge of Core Banking solutions 
  • Excellent relationship-building skills
  • Ability to liaise with stakeholders at all levels
  • Ability to translate requirements into technical solutions
  • Experience training end-users and key stakeholders
  • Technical documentation experience
  • Experience implementing core and/or ancillary systems configuration changes
  • DevOps/release management experience
  • Ability to work effectively on-site in our Herndon, VA headquarters and equally effectively remotely
  • Ability to work Monday - Friday, 8:00am - 4:30pm


  • Certified Salesforce Administrator
  • Additional CRM certifications e.g. Advanced Administrator, Platform App Builder
Job Position Type
Application Deadline
Aug. 1, 2024