CRM Analyst (15572)

Summary/Objective

The CRM Analyst will be a critical member of a team responsible for supporting, configuring, testing and maintaining the enterprise Customer Relationship Management (CRM) systems (CRM Advise, CRM Recruit) based on Microsoft Dynamics CRM. This is a client facing role; the individual will work very closely with various business units including undergraduate and graduate enrollment offices, registrar’s office, various schools and academic units, and developers, to provide front line Tier 1 and Tier 2 technical support. The individual will also provide user training and communicate how to design effective processes within the university’s CRM solution.

Essential Functions

1. Technical Support and Operations

• Provide front line Tier 1 and Tier 2 client support to campus CRM users by reacting to issues affecting the campus constituencies
• Assist in the rapid and thorough resolution of production issues. Work with business users and the development team to troubleshoot production emergencies
• Support enterprise CRM solutions and related platforms as needed
• Maintain in-depth knowledge of CRM solutions and keep up to date on new releases and functionality.
• Maintain operations documentation and develop operational strategy for systems
• Conduct Root Cause Analysis (RCA) and assist with developing Corrective Action (CA) solutions/plans for performance related problems, and reporting status of implementations
• Provide training to campus CRM users

2. Configuration, Integration of Technology Solutions

• Configure and develop (hands-on) CRM solutions that meet business outcomes and are flexible using CRM and associated technologies
• Perform CRM configuration of forms, communication plans, and workflows.
• Streamline the process & procedures and improve the release of product builds.
• Work in agile delivery methodologies
• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence

Essential Functions (continued)

3. Testing and Implementation of Technology Solutions

• Work with a diverse team of system analysts, application developers, project managers and third-party solution providers/ vendors to implement technology solutions
• Conduct system and user acceptance testing efforts to ensure software meets business requirements
• Create and execute detailed, comprehensive, and well-structured test plans and test cases
• Validate test results and establish mitigation strategies as necessary
• Obtain testing activity approvals from stakeholders

Position Type/Expected Hours of Work

• Full time
• Project Leader/Advisor B
• Exempt

Required Education and Experience

• Bachelor's degree - program of study in Management Information Systems, Computer Science or a closely related field, or equivalent experience/training, e.g. Microsoft Certified Solutions Associate or Developer certification.
• 2-4 years of relevant experience

Preferred Education and Experience

• Master's degree - program of study in Management Information Systems, Computer Science or a closely related field. Project Management Professional (PMP) Certificate, or equivalent.
• 4-6 years of relevant experience
• Experience with Microsoft Dynamics CRM
• Experience with Ellucian’s Enterprise Resource Planning (ERP) platforms, especially Colleague.
• Experience with technology at a higher education institution

Additional Eligibility Qualifications

• Knowledge of the systems development lifecycle and Agile development methodologies.
• Experience configuring Customer Relationship Management (CRM) systems.
• Strong experience with business analysis, process analysis and mapping, and project management.
• Excellent communication and analytical skills, as well as the ability to work effectively with all levels of stakeholders, both technical and non-technical.
• Hiring offers for this position are contingent on successful completion of a background check.
• To ensure the health and safety of our community AU requires COVID-19 vaccinations for faculty and staff. Click here to learn more about our health and safety directive.

Benefits

• Click here to learn about American University's unique benefit options.

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Contact Us:

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