Classification & Regular Hours

Hours per Week: 35

Salary Grade 14

The base salary will be $67,680 - $96,590 per annum. Starting salary will be aligned with the successful candidate’s experience, skills, and demonstrated qualifications.

About Western

Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, recent connections, and new ways to make a difference.

About Us

The RITS Team comprised of the PeopleSoft team, and Web and IT Team which designs and develops websites and web services for units within the Registrar's Office and Student Services. The RITS Team works with the large Enterprise IT systems. Salesforce, Peoplesoft Higher Education, Peoplesoft Human Resources, OWL, Laser Fiche, and collaborates with Western Information Systems Group (WISG) and ITS on service outcomes for Faculty, Staff and Students. The team provides complete support and maintenance, business analysis and are leaders in technological innovation.

Responsibilities

The CRM Specialist will support and elevate the OOR use of Salesforce. The role will provide opportunities to create efficiencies and increased return on investment (ROI) through loading and verifying all data loads, developing, and sharing reports and workflow using CRM data. The CRM Specialist acts as liaison between the business/functional users and the Registrar’s IT & Systems team and will provide user training and support for all Salesforce users.

The CRM Specialist will provide administration and user support for the Salesforce application at the OOR. As a CRM Specialist,



you will be responsible for configuring Salesforce and partnering with the various departments throughout the OOR to improve operational efficiency and deliver a positive customer experience. Strong understanding of cloud-based business applications, extensive experience with data management and reporting, and the ability to manage multiple projects across cross-functional teams.

Qualifications

Education:

- University degree in Computer Science or related field or combination of a College Diploma in a related field with 3 years Salesforce Marketing Cloud experience
- Salesforce Administrator or Salesforce Marketer Certification would be an asset
- Salesforce Certification completed or in progress is preferred

Experience:

- 2 years’ experience working in Information Technology or with Customer Relations Management systems
- Experience with Salesforce Lightning Interface
- Experience working in a role involving Salesforce support and/or administration is preferred
- Experience with data migration and integration Knowledge would be an asset

Knowledge, Skills & Abilities:

- Excellent communication skills with a demonstrated ability to complete detailed analytics and reports and interact with technical and non-technical users
- Strong verbal and written communication skills to translate information into easily understood terms, summarize information and to write clear and concise procedural documentation
- Demonstrated oral and written communication skills with an emphasis on proposal developments and presentations to internal stakeholders
- Ability and willingness to stay abreast of technological developments
- Demonstrated ability to apply creativity, innovation, and resourcefulness to daily work




- Strong customer service skills to handle enquiries and resolve issues in a professional and timely manner
- Possesses a reputation for resourcefulness with a strong sense of accountability and initiative
- Advanced computer skills including spreadsheet design, work processing, and database management
- Ability to handle diverse situations, multiple projects, and rapidly changing priorities
- Ability to provide solutions by using imaginative approaches where constructive thinking and innovation are required
- Ability to discern needs and expectations in order to provide accurate and appropriate guidance and support
- Strong record of teamwork, with an ability to work independently and collaboratively to achieve department goals
- Ability to apply critical thinking to evaluate information and make appropriate decisions or recommendations
- Customer service skills with a desire to achieve results in a professional and timely manner
- Detail-oriented with an ability to function and process information with high levels of accuracy
- Ability to identify opportunities for improvement, while being open to trying new ideas and working methods
- Ability to interact professionally with students, staff, faculty, and other members of the University community

Western Values Diversity

The University invites applications from all qualified individuals. Western is committed to employment equity and diversity in the workplace and welcomes applications from women, members of racialized groups/visible minorities, Indigenous persons, persons with disabilities, persons of any sexual orientation, and persons of any gender identity or gender expression.

Accommodations are available for applicants with disabilities throughout the recruitment process. If you require accommodations for interviews or other meetings, please contact Human Resources or phone (phone hidden).

Please Note:

This position is an existing vacancy. This position is fully in-person, on-site. We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

📌 CRM Specialist (Canada)
🏢 Western University
📍 Canada