• Officer, CRM Application, Salesforce

    Location US-DC-Washington
    Posted Date 3 months ago(8/27/2018 4:18 PM)
    Job ID
    Information Technology
    Pew Research Center
  • Overview

    The Pew Charitable Trusts is driven by the power of knowledge to solve today’s most challenging problems. Pew applies a rigorous, analytical approach to improve public policy, inform the public and invigorate civic life.


    We are an independent nonprofit organization – the sole beneficiary of seven individual trusts established between 1948 and 1979 by two sons and two daughters of Sun Oil Company founder Joseph N. Pew and his wife, Mary Anderson Pew.


    Our work lays the foundation for effective policy solutions by informing and engaging citizens, linking diverse interests to pursue common cause and insisting on tangible results. Our projects encourage efficient, responsive governments – at the local, state, national and international levels – serving the best interests of the people. We partner with a diverse range of donors, public and private organizations and concerned citizens who share our interest in fact-based solutions and goal-driven investments to improve society.


    With offices in Philadelphia, Washington DC, Australia, Brussels and London, and with additional staff in other regions of the United States and around the globe, Pew provides an exciting learning environment and the opportunity to work with highly talented individuals. We are a dynamic, rapidly evolving organization that values creativity and innovative thinking and fosters strong teamwork with mutual respect.


    Information Technology Overview
    Pew’s Information Technology department (IT) takes a proactive approach toward the use of technology to increase the organization’s capacity for exceptionally high-quality strategic philanthropy. Executive staff at the Trusts recognizes the importance of technology, and supports related initiatives to advance the institution’s goals and achieve and maintain a leadership position in the philanthropic community. As a result, IT is in a mode of continuous improvement, applying leading-edge technology to the pursuit of the goals of the institution.

    The department comprises highly competent, forward-thinking professionals who are responsible for the technology needs of all Pew staff, as well as for Pew’s subsidiaries in Philadelphia and Washington, D.C. IT is organized into distinct areas of responsibility, including application operations, infrastructure operations (including desktop support and technical training), project delivery and solution design.

    Position Overview
    The Officer, CRM Applications/Salesforce, is responsible for ensuring the successful operation and ongoing enhancement of the institution’s constituent relationship management (CRM) systems, primarily Salesforce. The primary duties of this position revolve around requirements analysis, design, development, and delivery of solutions within Pew’s Salesforce ecosystem, which includes multiple Force.com applications and related utilities that support the cultivation and management of relationships that underpin the institution’s programmatic and advocacy-related work. This position requires significant use of initiative and independent judgment in managing technical operations and projects with stakeholders from Pew’s program and operations areas, as well as external consultants and third-party vendors.

    The Officer, CRM Applications/Salesforce, reports to the Manager, CRM Application.


    • Oversees and supports fulfillment of ongoing requests for enhancement and optimization for the core platform within an agile, iterative development methodology, providing guidance to the business regarding CRM solution design and implementation. Leads sessions to gather, define, and document business requirements; leads team members in these functions.
    • Manages stakeholder relationships and solutions for Salesforce, aligning and prioritizes team capacity with the needs of stakeholders. Establishes and maintains key relationships with Pew program and operations staff; works with them and the Manager, CRM Application to align unit strategy with institutional and programmatic goals; dispenses guidance regarding CRM solution design and alignment with business goals
    • Oversees and supports operational support of Pew’s CRM applications (i.e., Salesforce, ExactTarget) to ensure they are run and maintained in keeping with industry standards and best practices and meet Pew’s business needs.
    • Acts as most senior point of functional expertise relevant to CRM systems, their capabilities, and related technology (e.g., Force.com, APEX, Visualforce). Advises technical and business staff on new application features and their impact to existing processes, technical design, requirements definition and ongoing support.
    • Provides guidance on solution architecture & design, application and integration development best practices, enterprise architecture standards, environment management, testing, and Force.com platform. Educates and supports team members on new feature design, requirements, limitations, and implementation; guides teams on functionality that requires customization to meet requirements.
    • Support management of related technical environments, including oversight of ongoing development activities and system administration. Oversees migration of code and configurations across development and production environments, including planning, testing and change management.
    • Other duties as assigned.


    • Bachelor's degree required.
    • A minimum of eight years of relevant, IT experience with a focus on CRM applications.
    • Four or more years of hands-on experience with Salesforce, Force.com.
    • Two or more years of experience running and maintaining Salesforce as a system administrator preferred.
    • Demonstrated success in an operations or project management role, working collaboratively with developers and administrators as an integral part of an agile team.
    • Proficiency on Salesforce.com platform required. Proficiency with APEX, Visual Force and relevant application programming interfaces (APIs) preferred.
    • Experience defining and delivering systems’ support strategy, including business analysis and requirements gathering abilities.
    • Able to quickly connect business requirements with the functional capabilities of the application, fit-gap analysis, as-is and to-be business process designs.
    • Experience collaborating with stakeholders on business process enhancements.
    • Strong communication and interpersonal skills.
    • Salesforce certified preferred (Administrator, App Builder, Architect, etc.)
    • Nonprofit or advocacy-driven organization experience preferred.


    Occasional travel required between Pew’s main Philadelphia and Washington, DC offices, and smaller remote offices. Minimal additional travel required to attend trainings, seminars or conferences.

    Total Rewards

    We offer a competitive salary and benefit program, including: comprehensive, affordable health care through medical, dental, and vision coverage; financial security with life and disability insurance; opportunities to save using health savings and flexible spending accounts; retirement benefits to help prepare for the future; and work/life benefits to maintain a good balance.


    The Pew Charitable Trusts is an equal opportunity employer, committed to a diverse and inclusive workplace. Pew considers qualified applicants for employment without regard to age, sex, ethnicity, religion, disability, marital status, sexual orientation or gender identity, military/veteran status, or any other basis prohibited by applicable law.               


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