Solutions Specialist - Administrative Analyst/Specialist Exempt II (5795)

  • East Bay
  • Hayward, California
  • Jul 01, 2020
Full Time Administrative Analysis and Research Clerical and Administrative Support

Job Description


The starting salary will be between $4,693.00/month to $5,750.000/month.

Cal State East Bay offers a broad range of benefits that includes medical, dental, vision, retirement (CalPERS), 401k, 457, 403(b), dependent and health care reimbursement accounts, life insurance, vacation and sick, 13 paid holidays, one personal holiday and tuition fee waiver.

For more information on the benefits program, please visit


Cal State East Bay's beautiful main campus is located in the Hayward hills with panoramic views of the San Francisco Bay shoreline. Situated above the city of Hayward, the campus offers an ideal setting for teaching and learning and yet easy access to the many cities along the bay. The University has a satellite campus in Concord, a professional development center in Oakland and a significant presence online. Founded in 1957, Cal State East Bay is one of 23 universities of the California State University system (CSU). With an enrollment over 15,800 students, Cal State East Bay is recognized as a regionally engaged and globally oriented university with a strong commitment to academic innovation, student success, engaged and service learning, diversity, and sustainability.


The Solutions Specialist reports to the Advancement Services Manager and maintains close working relationships with various ITS teams and campus community. The Specialist performs a variety of general and specific functions of complex nature centering on information services and solutions.

The Specialist's primary responsibility is to maximize benefits for all end-users deriving from the proper use of various applications that interfaces with including but not limited to Salesforce and/or Raiser's Edge. The Specialist keeps informed of and utilizes the features and functionality of the supported software applications that includes data imports and exports, global changes, understanding of code structures, administration of user access and security, and production of queries and reports.

The Specialist provides documentation, end-user training, coaching and other support to various level of users.


Application Support:
* Provide User Access Management. Establish and maintain employee roles, profiles, responsibilities, and data tables within CRM to ensure systems are operating on up-to-date and accurate data.
* Includes on-boarding new employees, role modification for internal transfers, employee off-boarding, password resets, and ensuring Single-Sign On (SSO) access.
* Manage reports and dashboard access. Create and run specialized reports as requested, and create reports that are used to track and monitor data integrity; import mass changes to the data as necessary to maintain data integrity.
* Provide production support for assigned applications. Troubleshoot existing functionality (i.e. process, configuration, workflows and validation rules) based on documented steps. Meet published SLAs for incidents and problems.

Act as Subject Matter Expert:
* Create new documentation for End User Training based on frequency of Issues logged.
* Troubleshoot AppExchange Apps deployed and evaluate new AppExchange Apps. Create and manage custom objects, fields, formulas, validation rules, custom workflow, and lead routing rules and approval processes (e.g., new picklist values, new record types, new fields, page layouts, validation rules, workflows, processes flows, triggers, apex code and visual force pages).
* Work with internal and external development team to design and implement innovative solutions with a focus on adhering to standards, best practices and code quality techniques.
* Provide support for application deployment activities. Help with triaging and fixing defects for the planned releases and production, including regression testing of functionality/code.
* Partner with other business and technical teams to understand business needs and translate them into capability and platform roadmaps, then implement according to roadmap. Assist in developing accurate business process design for future enhancements.
* Stay current on CRM integration tools and best practices, releases, new features, product roadmaps, and applications available from 3rd parties.
* Participates in various projects to roll out new functionalities and/or onboard new business units in the usage of supported applications.
* Learns and stays up-to-date on latest application releases and new information technologies.
* Works with Advancement Services Manager/project manager, and/or functional leads to determine training needs.
* Develops training manuals, business process guides, knowledgebase articles and other relevant document as needed
* Trains and coaches end-users to be competent in usage of supported applications

Business Analysis:
* Elicits and documents thorough requirements
* Performs structured analysis to document current state and future state models
* Coordinates and participates in testing, including but not limited to writing test scripts, scenarios, use cases, acceptance criteria, and validating for quality of desired functionality
* Clearly understands and documents technology products and tools used by various business units
* Ensures technology needs of business units are prioritized and fulfilled
* Problem solves various opportunities using technology


* Knowledge of business process analysis, training, and support as it relates to applications/systems implementations and upgrades
* Understanding of software application life cycle
* Familiarity with some programming/coding
* Working in highly collaborative environment
* Excellent organization, documentation, and communication skills
* Excellent consultative and customer service skills
* Excellent research and problem solving skills
* Attention to detail
* Ability to provide hands-on training


* Bachelor's degree or a combination of education, training, and relevant professional experience.
* Administrative work experience involving study, analysis, and/or evaluation leading to the development or improvement of administrative policies, procedures, practices, or programs.


* Experience working in Higher Education or non-profit organization
* Experience supporting enterprise applications
* Experience with Salesforce and Raiser's Edge Applications


In addition to the standard Cal State East Bay application, please submit a:

1. Cover letter
2. Resume
3. List of three (3) or more professional references

Resumes alone will not be accepted in lieu of a completed online application.

To apply on-line, please go to If you are a first time user, you must register, create a user ID and password, fill in your basic information, save and click on the position you are interested in, click on the "Apply Now" button to begin the online application.

This position will remain open until filled and may close without further notice.

Applicants will receive a confirmation of receipt via automatic email reply regarding their application materials. In addition, all applicants who were not selected will receive email notification at the conclusion of the recruitment process. Please be patient as this process may take several weeks.


Satisfactory completion of a background check that may include, but is not limited to: criminal records check, verification of academic credentials, licenses, certificates, credit history, professional references and/or verification of work history is required for employment. Cal State East Bay will issue a conditional offer of employment to the selected candidate, which may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Unsatisfactory results may also affect the continued employment of current Cal State East Bay employees who were conditionally offered the position.

All background checks are conducted through the university's third party vendor, Accurate.


All California State University campuses, including Cal State East Bay, are smoke and tobacco-free. For more information, please visit our website at

In compliance with state and federal crime awareness and campus security legislation, including The Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act, the Cal State East Bay Annual Campus Security Report is available at:


The incumbent in this position may be considered a mandated reporter under the California Child Abuse and Neglect Reporting Act and will be required to comply with requirements set forth in the CSU Executive Order 1083 as a condition of employment.


Cal State East Bay is not a sponsoring agency for Staff or Management positions.


As an Equal Opportunity Employer, Cal State East Bay does not discriminate on the basis of any protected categories: age, ancestry, citizenship, color, disability, gender, immigration status, marital status, national origin, race, religion, sexual orientation, or veteran's status. The University is committed to the principles of diversity in employment and to creating a stimulating learning environment for its diverse student body.
Closing Date/Time: Open until filled

Job Address

Hayward, California 94542 United States View Map