CRM Administrator/Analyst

5 days ago

Pomona, United States California State Polytechnic University-Pomona Full time

Type of Appointment : Full-Time, Probationary

Collective Bargaining Unit : California State University Employees Union – Unit 9

Job Classification : Analyst/ Programmer

Anticipated Hiring Amount: $6,000 - $6,666 per month

Work Hours : Monday – Friday 8:00 am-5:00 pm

THE DEPARTMENT

The Division of Information Technology & Institutional Planning (IT&IP) delivers innovative, strategic, and cost-effective technology services in collaboration with the campus community to advance the university's mission. These technology services are recognized as essential resources for furthering the university’s mission. IT&IP provides technology solutions, expert consultation, and leadership, resulting in numerous enhancements to the advancement of learning, knowledge, and the effectiveness of campus support services and business processes for the entire university. The Enterprise Applications department bears the responsibility of providing systems analysis, programming, reporting, technical support, consultation, and testing for the campus's enterprise-wide systems. These systems include PeopleSoft Systems (Campus Solutions, Human Resources, and Financials), the data warehouse reporting system, CRM systems, data integration tools, and other applications. The unit assists in and tracks testing protocols related to patches and upgrades supports the development of dashboards and data integrations, collaborates with departments, users, and subject matter experts to improve functionality and troubleshoot issues, administers user security, monitors technology projects and tasks, and coordinates resources to ensure the timely delivery of services and project completion.

DUTIES AND RESPONSIBILITIES

CRM Administration:

Oversee the configuration, maintenance, and continuous improvement of the CRM system to align with the university's goals and objectives. Administer user accounts, security settings, and access controls, ensuring data integrity and privacy. Collaborate with cross-functional teams to gather CRM requirements and translate them into effective system solutions.

Data Analysis and Reporting:

Conduct in-depth data analysis to derive insights and trends related to student and academic performance, engagement, and outcomes. Develop and generate regular reports, dashboards, and ad-hoc analyses to support data-driven decision-making across campus departments. Identify opportunities for process improvements and data-driven initiatives.

System Enhancements and Integration:

Collaborate with IT developers to implement customizations, enhancements, and integrations that extend the CRM system's capabilities. Stay updated on CRM industry best practices and emerging technologies to recommend system upgrades and enhancements.

Project Coordination:

Assist in the planning, execution, and coordination of CRM-related projects, including system upgrades, migrations, and new feature implementations. Monitor project timelines, allocate resources, and ensure timely delivery of services.

Support and Training:

Provide technical support and training to end-users, ensuring they can effectively utilize CRM features and functionalities. Serve as a point of contact for troubleshooting and issue resolution, collaborating with IT support teams when necessary.

QUALIFICATIONS

To enter this classification, a basic foundation of knowledge and skills in applications programming and systems analysis and related programming support functions is a prerequisite. This foundation would normally be obtained through a bachelor’s degree, preferably in computer science or business, or equivalent training and applied experience. Foundation knowledge and skills for the Analyst/Programmer, depending on the position assignment, may include working knowledge of a specific industry standard applications programming language and knowledge of standard systems analysis techniques.

The career level is broad and includes intermediate through senior level positions. Incumbents at this level work relatively independently and possess the experience to be fully proficient in performing most or all of the work assignments defined for their position. Typically, incumbents have acquired the requisite skills and knowledge through a combination of education, training, and progressive work experience to be able to demonstrate competence in independently applying technical judgment to standard and nonstandard applications and systems, solving a wide range of problems and developing practicable and thorough solutions, and using effective communication and listening skills.

Knowledge: Higher Education Environment: Understanding of the higher education landscape, including admissions, student services, and academic processes. Data Management: Knowledge of data management principles, FERPA regulations, and data privacy requirements specific to higher education institutions. Student Lifecycle: Familiarity with the student lifecycle, from recruitment and admissions to student success and alumni relations. Skills : CRM Administration: Proficiency in configuring, maintaining, and optimizing CRM systems to support various departments and functions within the university. Data Analysis: Strong analytical skills to interpret student data, identify enrollment trends, and provide data-driven recommendations. Communication: Effective communication skills to collaborate with academic departments, admissions teams, and other stakeholders to gather requirements and provide CRM support. Project Management: Ability to manage CRM-related projects, including system upgrades, integrations, and customizations, while adhering to academic calendars. User Training: Skill in providing training and support to end-users, including faculty and staff, to ensure effective CRM utilization. Problem-Solving: Ability to troubleshoot CRM issues, identify solutions, and implement enhancements that align with higher education goals. Abilities: Student-Centric Focus: Commitment to enhancing the student experience through CRM systems, supporting recruitment efforts, student success initiatives, and alumni engagement. Adaptability: Ability to adapt to the changing needs of higher education institutions, evolving technology, and shifting enrollment dynamics. Collaboration: Strong teamwork and collaboration skills to work with academic departments, enrollment management teams, and other university units. Attention to Detail: Keen attention to detail to ensure data accuracy, compliance with regulations, and the seamless functioning of CRM systems. Strategic Thinking: Ability to think strategically and use CRM data to inform enrollment strategies, retention initiatives, and institutional improvements. Continuous Learning: Willingness to stay current with CRM technologies and higher education trends, seeking professional development opportunities as needed.

Preferred Qualifications

Experience administering Slate CRM Creativity, initiative, and excitement about the possibilities of CRMs Experience working in a higher-education environment Experience with documenting business processes and evaluating and designing associated technical/automation solutions Experience documenting end-user instructions for completing a given process using an automated application Knowledge and/or experience with CRM solutions Experience with creating flows and scripting systems and applications Experience researching, evaluating, and recommending automated methods to meet business requirements and/or address business problems

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