CRM Marketing Cloud Analyst

**Working Title**: CRM Marketing Cloud Analyst

**State Role Title**:Information Technology Specialist II

**Position Type**:Full-time Staff (Classified)

**Position Status**:Full-Time

**College/Division**:Information Technology

**Department**: 100211 - IT - Information Systems

**Pay Rate**:Pay Range

**Beginning Review Date**:04/23/2024

**Specify Range or Amount**: $70,000 - $75,000

**Is this a JMU only position? **No

**Is this a grant-funded position? **No

**Is this a Conflict of Interest designated position? **No

**About JMU**:
Mission
We are a community committed to preparing students to be educated and enlightened citizens who lead productive and meaningful lives.

Vision
To be the national model for the engaged university: engaged with ideas and the world.

Who We Are
Located in the heart of Virginia’s beautiful Shenandoah Valley, the city of Harrisonburg is approximately 120 miles from Washington, D.C. and Richmond, VA. With a population of just over 53,000, Harrisonburg is one of the most diverse communities in the Commonwealth of Virginia. JMU is a selective, public institution with a growing national reputation for offering experiences that lead to an outstanding education and inclusive environment for students, faculty and staff. The student body includes approximately 20,000 undergraduate and 1,900 graduate students, with over 1,000 full-time instructional faculty.

JMU offers thriving programs in the liberal arts, science and technology, and professional disciplines at the undergraduate, master’s and doctoral levels. The university is committed to expanding diversity, fostering equity and inclusion, and supporting superlative teaching and scholarship. JMU has achieved national recognition for the high quality of its academic programs, focus on maintaining strong student/faculty interaction, and innovative faculty research.

**General Information**:
The Customer Relationship Management (CRM) Marketing Cloud Analyst will act as the Analyst and System Administrator for the Marketing Cloud delivered portion of Salesforce CRM. Working closely with the CRM Application Manager and others, this position develops good working relationships across campus, is responsible for supporting users of Marketing Cloud and works to configure and develop new functionality in Marketing Cloud. The position will help with continual rollout of Marketing Cloud across campus.

The position is tasked with system administration and managing Marketing Cloud solutions for current or new communication campaigns. They will understand and manage user setup, roles, permissions, journeys and operational requirements of Marketing Cloud. He/she/they will work with the wider CRM team and other CRM specialists across James Madison University, participate in training and general Marketing Cloud support, and stay engaged with overall Marketing Cloud features, enhancements and best practices, for onwards sharing across campus.

This position can be in-person or hybrid and/or is full telework eligible.

**Duties and Responsibilities**:
Daily administration and support of the Salesforce Marketing Cloud platform, including managing user setup, permissions, and roles. Perform regular system updates, patches, and enhancements.

Stay current with Salesforce updates and best practices, and proactively identify opportunities to improve processes and enhance user experience.

Be proficient with Data Views and Discover Reports within Analytics Builder, Einstein Engagement.

Maintain thorough documentation of Marketing Cloud processes, configurations, and campaign performance for future reference and knowledge sharing.

Stakeholder engagement (30%):
Collaborate with users to understand their requirements and translate them into effective Salesforce Marketing Cloud solutions.

Provide training and support to end-users to maximize platform utilization and efficiency.

Troubleshoot issues and provide technical assistance as needed.

Develop and maintain reports and dashboards to track campaign performance and key marketing metrics. Analyze data to identify trends, insights, and areas for improvement.

Conduct user training and actively promote user adoption of Marketing Cloud. Offer technical support and troubleshooting for any issues related to Marketing Cloud, ensuring smooth operations and resolving challenges promptly.

Communicate project concepts and outcomes to client project stakeholders.

Be proactive about identifying opportunities for further use of Marketing Cloud across the campus, and will contribute to discussions around the governance of Marketing Cloud.

CRM development and general support (20%):
Stay informed about CRM industry best practices, emerging trends, and updates in Marketing Cloud to implement cutting-edge solutions and enhance marketing efforts continually. Connect with peers at other higher ed institutions in similar roles to help align strategies for governance, templates, roles/permissions, and distribution