Senior CRM Analyst

Job Description

The Senior CRM Analyst supports Digital Learning's strategic mission and vision through the implementation and management of the department's Salesforce platform. This position is responsible for conducting business and systems analysis, solution oversight, and configuration, development, and implementation of changes within the Salesforce platform. This position is also responsible for researching new emerging technologies with regards to Salesforce Education Cloud, Data Cloud, and Marketing Cloud. The person in this role must also work in lockstep with Digital Learning's units, campus partners, and external vendors and is key to providing high quality support and strategy to ensure the sustainability and success of Digital Learning's Salesforce platform.

Responsibilities

Business Analysis:

• Partner with key stakeholders to identify business needs and translate them into Salesforce solutions.

• Conduct thorough business analysis to define requirements, map processes, and recommend improvements and prepare any necessary supporting documentation.

• Maintain a deep working knowledge of internal teams supported by the Salesforce platform, current and future state.

• Collaborate with campus partners, internal departments, and external vendors to define business needs, assess enterprise solutions, and to either build or obtain enterprise solutions.

• Lead initiatives to optimize business processes, enhance user experiences, and drive efficiency within the Digital Learning Department.

• Assist in developing and delivering training materials and user documentation to support system adoption, usage, and change management.

Salesforce Administration:

• Support the day-to-day administration of Salesforce, including user management, system configuration, data integrity, and maintenance.

• Troubleshoot and resolve Salesforce issues, collaborating with end users, technical support, and external vendors as needed.

• Design and support the implementation of Salesforce customizations, including custom objects, workflows, and automation.

• Develop and maintain reports and dashboards to provide actionable insights for various stakeholders.

• Closely follow software release best practices, including creating and validating deployment packages, and executing deployment steps.

Project Management:

• Manage and lead Salesforce-related projects, ensuring alignment with departmental goals and timelines.

• Coordinate with cross-functional teams, including IT, academic departments, and external partners, to ensure successful project execution.

• Monitor project progress, identify risks, and implement mitigation strategies to ensure project success.

Strategic Planning and Support:

• Contribute to the development of Digital Learning strategies by providing insights and recommendations based on Salesforce data and trends.

• Stay abreast of Salesforce updates, new features, and industry best practices to continuously improve system utilization.

• Act as a liaison between the Digital Learning department and Salesforce support teams, ensuring that the university's needs are effectively communicated and addressed.

• Provide expert recommendations on Salesforce solutions, including suggesting best practices and overseeing the implementation of chosen solutions to ensure alignment with departmental goals and industry standards.

• Research new and emerging Salesforce related technologies.

Strong candidates will have:

• Extensive knowledge of higher education policy, procedure, governance, and the student lifecycle

• Extensive knowledge of Salesforce Education Cloud, Data Cloud, and Digital Marketing Cloud platform administration

• Extensive knowledge of principals, methods, and techniques for reporting, visualization, and analysis of data

• General knowledge of integration ETL strategies, software development lifecycles, and release management

• Ability to work cooperatively and effectively with a variety of individuals in varying roles

• Ability to manage competing priorities and deadlines while maintaining strong problem-solving skills

• Skilled in effective communication, both verbal and written

Qualifications

Required Qualifications and Education

• Bachelor's degree

• Three or more years of progressively responsible experience in CRM technologies

• Three or more years of experience working in a higher education setting

• Experience with complex data sets including manipulating, merging, restructuring and analyzing large data

Preferred Qualifications and Education

• Master's degree

• Three or more years of progressively responsible experience in Salesforce CRM technologies

• Three or more years of experience working in higher education student success or advising

• Demonstrated experience in qualitative and quantitative research, analysis, and statistical methods

• Demonstrated successful experience independently managing multiple short-term and long-term projects with accuracy, thoroughness, and creativity, and timely meeting of deadlines under pressure

Preferred Knowledge, Skills, & Abilities

• Knowledge of Salesforce's integrated AI technologies

• Knowledge of Banner, Slate, Canvas, and other higher education student record management software

• Knowledge of ETL (extract, transform, load) technologies

• Knowledge of enterprise consumer data platform concepts

• Knowledge of software development lifecycle, methodologies, source control, and release management

Work Location

• Knoxville, TN. This position does have the potential for a hybrid working capacity. Relocation assistance could potentially be available.

Compensation and Benefits

• UT market range: MR 16
  • Target Salary Range: $88,000 - $106,000
• Find more information on the UT Market Range structure here
• Find more information on UT Benefits here

Application Instructions

To express interest, please apply with the noted below attachments. To be assured of full consideration, completed applications with all requested materials should be submitted

• Resume
• Cover Letter
• List of 3 Professional References

Screening of applicants will begin immediately and continue until the position has been filled. DL_UT

About The College/Department/Division

Digital Learning at UT, is a unit charged with advancing UT's commitment to discovery, creativity, learning, and engagement, specifically for online learners. Using advanced and innovative technologies, Digital Learning at UT will provide scalable solutions that enhance the online learning experience and reduce barriers to student access and success, providing a tremendous impact to online learners across the state and the nation. At Digital Learning, we want to be bold and impactful, transforming the future of online education through innovative thinking and collaborative problem-solving. Join our dynamic and inclusive Digital Learning team where we take pride in teamwork, excellence, and a shared commitment to shaping the future through education and innovation.

Additional Information on all postings provided by UTK

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