CRM Administrator

Job Summary :

The CRM Administrator / Project Coordinator is a dual role responsible for managing and enhancing the CRM system, specifically Oracle Service Cloud, and coordinating medium-sized projects. This position involves configuring and maintaining the CRM, ensuring data integrity, providing application support, and coordinating project timelines and resources. The role requires strong CRM administration skills, project coordination experience, and technical proficiency in HTML, CSS, and JavaScript.

Location : Washington, District of Columbia, United States

Responsibilities :

• Configure and maintain CRM settings, user profiles, workspaces, workflows, message templates, surveys campaigns, databases and permissions.
• Assist in testing and verification for internal custom code and vendor software releases, patches, and add-ons.
• Collaborate with the Contact Center and Business Analysts team to proactively identify and recommend operational improvements, enhancements and system customizations that meet business needs and ensure solutions that are usable, scalable, and easy to maintain.
• Assist the technical leads and work with technical and functional staff within CRM team as well as developers, database and systems administrators to ensure system availability along with performing regular testing of business continuity plans.
• Manage data integrity, including imports, migrations, integrations and data cleanup.
• Provide application administration, troubleshooting and support for information technology projects, applications and systems. This includes code migration, change control, application security, performance and availability.
• Develop and maintain Intelligent Advisor interviews within the Oracle Service Cloud suite.
• Coordinate project timelines, deliverables, and resources across multiple teams.
• Maintain project documentation, including Business Requirement Documents, test plans, test results, project plans, and meeting notes.
• Schedule project meetings to ensure timely updates and issue resolution.

Required Skills & Certifications :

Preferred Skills & Certifications :

Special Considerations :

Scheduling :