The CRM Administrator is responsible for the day-to-day configuration, support, maintenance, and improvement of the Salesforce platform within Digital Learning. This role works closely with business units and cross-functional teams to ensure the system is optimized to support key business functions including sales, service, marketing, and operations. The administrator will manage user setup, security, data integrity, reports and dashboards, workflows, and system integrations, while identifying opportunities for continuous improvement. The ideal candidate is proactive, analytical, and skilled at translating business needs into scalable Salesforce solutions.

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The CRM Administrator is responsible for the day-to-day configuration, support, maintenance, and improvement of the Salesforce platform within Digital Learning. This role works closely with business units and cross-functional teams to ensure the system is optimized to support key business functions including sales, service, marketing, and operations. The administrator will manage user setup, security, data integrity, reports and dashboards, workflows, and system integrations, while identifying opportunities for continuous improvement. The ideal candidate is proactive, analytical, and skilled at translating business needs into scalable Salesforce solutions.

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Required Qualifications

• Education: Bachelor’s degree in related field or equivalent experience
• Experience: Two years of related Salesforce administration, developer, or QA experience.

Preferred Qualifications

• Experience working in higher education

Work Location

• Knoxville, TN. This position does have the potential for a hybrid working capacity.

Compensation and Benefits

• UT market range: MR 14
• Hiring Range: $80,000-100,000/year dependent on experience
• Find more information on the UT Market Range structure here

• Find more information on UT Benefits here

Application Instructions

• For full consideration, applicants must attach a letter of interest, resume, and the name, address, email, and phone number of three professional references, in addition to completing the application. This position does have the potential for a hybrid working capacity.

• Screening of applicants will begin immediately and continue until the position has been filled. DL_UT

About The College/Department/Division

Digital Learning at UT, is a unit charged with advancing UT’s commitment to discovery, creativity, learning, and engagement, specifically for online learners. Using advanced and innovative technologies, Digital Learning at UT will provide scalable solutions that enhance the online learning experience and reduce barriers to student access and success, providing a tremendous impact to online learners across the state and the nation. At Digital Learning, we want to be bold and impactful, transforming the future of online education through innovative thinking and collaborative problem-solving. Join our dynamic and inclusive Digital Learning team where we take pride in teamwork, excellence, and a shared commitment to shaping the future through education and innovation.

Additional Information on all postings provided by UTK

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Production Support and Application/System Improvement

• Perform core administrative functions for the Digital Learning CRM platform, including user management, data integrity, workflow configuration, and system maintenance.
• Serve as a subject matter expert on the CRM’s architecture and data model.
• Manage and enforce a structured sandbox strategy to support development, testing, and deployment.
• Collaborate with developers to manage version control and coordinate code merges.
• Participate in release planning and deployment cycles for CRM enhancements and bug fixes.
• Coordinate and support QA/testing processes across CRM environments.
• Lead root cause analysis for system issues and recommend scalable, long-term solutions.
• Partner with stakeholders and peers to identify and resolve production issues impacting system performance or functionality.
• Engage with end users to gather feedback, understand evolving needs, and inform system improvements.

Platform Implementation and Integrations

• Plan, design, and implement custom platform configurations and automation to meet business needs.
• Implement and configure third-party/purchased software solutions within the Salesforce ecosystem.
• Integrate Salesforce with external systems and applications using tools such as APIs, middleware (e.g., MuleSoft), and flat file exchanges.
• Collaborate with external vendors to evaluate, recommend, and implement platform solutions aligned with organizational requirements.
• Coordinate and execute system maintenance and upgrades, ensuring compatibility and minimal disruption.
• Manage environment refreshes and upgrades across sandboxes and production environments.
• Extend and enhance existing applications/systems to support evolving business processes and add new functionality.
• Maintain thorough documentation of integrations, configurations, and implementation processes.
• Ensure platform solutions adhere to security, data governance, and compliance standards.

Team Collaboration and Continuing Education

• Mentor and assist other team members, sharing expertise in Salesforce administration and best practices.
• Collaborate with cross-functional teams, including developers, analysts, and infrastructure staff, on integrated projects and system initiatives.
• Partner with stakeholders and peers to gather feedback, align priorities, and ensure successful platform adoption.
• Actively participate in user groups, professional communities, and internal knowledge-sharing sessions.
• Stay informed on current Salesforce platform updates, release features, certifications, and industry best practices to ensure continuous skill growth and innovation.