Salesforce Education Cloud Administrator & Operations Specialist

San Francisco Bay University is seeking a Salesforce Education Cloud Administrator to support the continued growth, adoption, and operational maturity of the university's Salesforce ecosystem. This role will serve as the first line of support for Salesforce-related tickets, user questions, configuration requests, minor enhancements, and system issue resolution. The position reports to the Director of Enterprise CRM and University Systems.

The Salesforce Education Cloud Administrator will partner with departments across campus to understand business needs, improve user experience, document processes, support training, and ensure Salesforce continues to serve as a reliable, scalable, and student-centered enterprise platform.

This position is both technical and operational, requiring the ability to translate business needs into practical Salesforce solutions while maintaining strong documentation, governance, and user support practices.

The Salesforce Education Cloud Administrator serves as the University's primary Salesforce administrator, partnering with stakeholders across the institution to deliver reliable, scalable, and student-centered CRM solutions through platform administration, user support, training, documentation, and process improvement.

This is a full-time, exempt position based in Fremont, California. The role is eligible for a hybrid or remote work arrangement, subject to University policies and business needs., * Serve as the first-line responder for Salesforce support tickets, user requests, access issues, bug reports, and routine enhancement requests. * Configure and maintain Salesforce objects, fields, page layouts, record types, permission sets, profiles, flows, validation rules, reports, dashboards, list views, and related administrative settings. * Troubleshoot and resolve system issues, data issues, user access problems, automation errors, and configuration defects. * Support testing, validation, and deployment of Salesforce changes in alignment with SFBU change management practices. * Assist with release readiness, regression testing, and post-release support. * Maintain awareness of Salesforce platform updates and identify potential impacts to SFBU users and business processes. * Serve as the primary administrator and steward of the Salesforce Education Cloud platform, ensuring platform reliability, security, governance, and long-term sustainability.

User Support & Business Partnership * Manage and triage incoming Salesforce tickets, escalating complex issues when appropriate. * Provide timely and solutions-oriented support to users across departments. * Identify recurring issues and recommend process, training, or configuration improvements. * Strong written communication skills, especially for documentation, training, and ticket resolution. * Help maintain platform health by monitoring user adoption, access controls, and operational risks. * Assist with routine audits of users, permissions, reports, dashboards, and system configuration. * Partner with academic and administrative departments to understand business needs and recommend scalable Salesforce solutions that improve business processes and the student experience.

Documentation, Training, and Process Improvement * Create and maintain clear documentation for Salesforce processes, configuration decisions, user guides, support procedures, and known issues. * Develop training materials, quick-reference guides, and internal knowledge articles for Salesforce users. * Conduct user training sessions, office hours, and one-on-one support as needed. * Help establish repeatable support, intake, documentation, and governance practices as Salesforce adoption grows.

Data, Reporting, and Quality * Assist users with reports, dashboards, list views, and data analysis needs. * Support data cleanup, deduplication, imports, exports, and validation activities. * Help monitor and improve data quality across Salesforce objects and business processes. * Partner with business units to ensure reporting requirements are understood and accurately reflected in Salesforce. * Ability to maintain confidentiality and handle institutional data responsibly.

Bachelor's degree in information systems, business administration, computer science, or related field * Salesforce Administrator Certification * Minimum of 3 years of hands-on Salesforce administration experience supporting enterprise Salesforce environments. * Strong documentation, communication, organization, and follow-through skills. * Demonstrated ability to provide patient, clear, and effective user support. * Ability to balance tactical ticket resolution with process improvement and long-term platform sustainability. * Ability to work collaboratively with multiple departments and manage competing priorities.

Preferred Qualifications * Experience supporting Salesforce in higher education, nonprofit, enrollment management, admissions, student services, advancement, or similar environments. * Experience with Salesforce Education Cloud. * Experience with ITSM ticketing systems. * Experience with FormAssembly, Marketing Cloud, Experience Cloud, data integrations, or connected student information systems. * Experience creating user documentation, training materials, process maps, and support knowledge base articles. * Experience supporting change management, UAT, release testing, or system governance. * Salesforce Advanced Administrator, Education Cloud Consultant, Platform App Builder, or Business Analyst certification.

Occasional evening or weekend work may be required to support special releases or program launches. * Physical requirements include lifting up to 20 lbs and extended periods of computer use.

Salary Range : $100,000- $140,000 (commensurate with experience, qualifications, Salesforce certifications, and relevant higher education Salesforce experience)

San Francisco Bay University (SFBU) is a small, nonprofit, WASC-accredited university situated in the heart of Silicon Valley in Fremont, California. SFBU is a new and rebranded university currently offering degrees in computer science (BS, MS), electrical engineering (MS), business (BABS/MBA/MSBan/MSDS), and professional educational programs. SFBU's mission is to offer inclusive, innovative, and inspirational education for lifelong careers. At SFBU, students come first. We prioritize students' needs by fostering personal engagement between faculty, staff, and students. We are committed to providing affordable, quality education with a deep commitment to diversity, equity, inclusion, and social justice. Our professors are accomplished professionals who provide real world experience in the classrooms to enhance the learning experience and prepare students for future careers. We encourage you to learn more about SFBU by reviewing our strategic plan at https://www.sfbu.edu/strategic-plan .