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Title:  IT Analyst Salesforce (CRM)

Requisition ID:  12208-159

Atlanta, GA, US, 30328

Category:  Information Technology
Travel:  No Travel Required

GPI IT Analyst Salesforce CRM

The IT Analyst, Salesforce CRM will work as part of the team dedicated to ensuring that we are maximizing efficiency and capitalizing on the full features and benefits of the system based on the various user group needs. We are seeking someone with excellent technical and communication skills who can interface directly with internal stakeholders to understand their needs in order to administer and enhance the system accordingly. This person will serve as the "go-to" for users, promote adoption, keep current on new releases and AppExchange solutions, provide training, and more. Additionally, the Administrator will perform basic updates, such as add/delete users, and adding basic custom fields.


Create and Manage Changes to the System –

  • Works with IT Communications to draft and publish system changes to the users in advance so they understand the change and how to use it prior to implementation.
  • Works with IT PMO on projects and enhancements serves as a business analyst to help gather requirements from end-users and creates necessary documentation.
  • Translate and prioritize business requirements from stakeholders into system solutions.
  • Work with IT CMO on the change control process to ensure compliance. Manage system changes without interruption to the user.
  • Create and maintain fields, views, reports, dashboards, campaigns, and other salesforce.com objects and functions.
  • Create custom objects when necessary.
  • Handle on-going customization/ alteration of Salesforce.com.
  • Maintain, enhance and create workflows, functions, and configurations within the Salesforce.com environment.
  • Create new reporting capabilities and respond to ad hoc reporting requests as needed.
  • Provide support functions as needed.

Maintain System, Security, and Integrity

  • Utilize system capabilities and integration to ensure the reassignment of Accounts, Contacts, and Opportunities in response to personnel changes.
  • Grant/remove and maintain user licenses.
  • Maintain security including sharing rules and security levels.
  • Design, Create and maintain user roles, profiles, and hierarchies.
  • Work with web security teams to establish and maintain our security protocols.

User Assistance, Training, Adoption, and Satisfaction –

  • Create and administer training to existing or new users/groups utilizing a variety of learning tools.
  • Provide one-to-one training to end-users on an on-going basis.
  • Expand use of Salesforce.com – attend planning meetings, assist with determining if /how salesforce.com can be used in new ways as opposed to purchasing a new internal system.
  • Assist sales management to create processes in salesforce.com to help monitor activities, trends, sales, and leads.
  • Schedule and compose communication regularly with user base regarding new features, enhancements and changes to the system.
  • Monitor usage and mentor users/groups needing assistance.
  • Be the company SME on Salesforce.com.

Process Creation, Documentation and Maintenance –

  • Document system processes and workflows.
  • Develop process documentation and field maps.
  • Create new processes and associated reporting.

Data Quality, Migration and Maintenance –

  • Facilitate migration from older systems/processes into Salesforce.com.
  • Monitor neglected Leads, Opportunities, Accounts, and Contacts as appropriate.
  • Import data as appropriate.
  • Monitor and manage exception logs for back-end system integration with SFDC.
  • Ensure data integrity by merging duplicate Leads, Contacts, and Accounts; performing mass uploads and updates of data as required; Removing unnecessary fields and data; ensuring screens, fields and workflow have accurate names and reflect current workflow.

Report and Dashboard Creation and Maintenance –

  • Create and maintain dashboards.
  • Create and maintain reports including folder maintenance.
  • Develop complex, macro-driven reports to summarize system information for Senior Management.
  • Build and manage report folders for reps to improve sales efficiency.


A system administrator needs a solid understanding of the organization’s business. They must have solid salesforce.com. Most importantly they should be proactive, organized, and logical.


  • Bachelor's Degree
  • 5 years of experience performing systems analysis with strong Salesforce implementation experience that has been utilized in actual projects.
  • Excellent communicator with the ability to work with and conduct demos to stakeholders from staff to senior management levels.
  • Experience with developing thorough systems documentation including functional specifications, process flows, and user stories.
  • Salesforce.com Administrator certification is required.
  • Detail-oriented and self-starter with strong written and interpersonal skills
  • Ability to work independently, as well as part of a team
  • Proven ability to utilize Salesforce.com as a sales analysis tool
  • Team player with a positive “can-do” attitude
  • Computer literate and proficient in standard office applications Word, Excel, and Outlook
  • Strong problem-solving skills, data and software applications

Required Experience

At Graphic Packaging International (NYSE: GPK), we produce the box you may have poured your child's cereal from this morning, the microwaveable tray that heated your lunch, the paper cup that held your coffee throughout the day, and the carrier of those bottles of craft beer you may enjoy tonight! We're one of the largest manufacturers of paperboard and paper-based packaging for some of the world's most recognized brands of food, beverage, foodservice, household, personal care and pet care products. Headquartered in Atlanta, Georgia, we are a team of collaborative, innovative, passionate individuals who are committed to providing consumer packaging that makes a world of difference.

With almost 18,000 employees working in more than 70 locations in North and South America, Europe and the Pacific Rim, we strive to be an environmentally responsible leader in our industry and in the communities where we operate. We are committed to workplace diversity and offer compensation and benefits programs that are among the industry's best to reward the talented people who make our company successful.

If this sounds like something you would like to be a part of, we'd love to hear from you. Learn more about us at www.graphicpkg.com.

Inspired Packaging. A World of Difference.

Graphic Packaging is an Equal Opportunity Employer. All candidates will be evaluated on the basis of their qualifications for the job in question. We do not base our employment decision on an employee's or applicant's race, color, religion, age, gender or sex (including pregnancy), national origin, ancestry, marital status, sexual orientation, gender identity, genetic identity, genetic information, disability, veteran/military status or any other basis prohibited by local, state, or federal law. Click here to view the EEO is the Law Poster.

Nearest Major Market: Atlanta

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