CRM Operations Analyst

Job Summary

The Office of Information Technology (OIT) encourages applications for a CRM Operations Analyst! This position exists to provide customer support for Salesforce.com and related CRM applications, system administration and platform management. This includes resolution of support cases; problem identification and resolution; release, deployment, and organizational change; testing and validation. This position resides within the Operations and Customer Support team as part of the Enterprise CRM program as part of CU’s system-wide constituent relationship management. This position serves as a primary customer support function for Salesforce.com services.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

Vision:

• OIT will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be a premier public university.

Mission:

• OIT enables campus priorities by providing high-value IT services and solutions.

Values:

• Trust, as a foundation for how we engage with one another and with campus partners, along with
• Avid curiosity in how to better support the campus and our stakeholder’s while
• Fostering empowerment and authentic engagement among ourselves and
• Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued.

Strategy:

• OIT will advance learning and discovery by delivering high-value reliable IT services and solutions that:
• Provide a fluid and adaptable academic and student experience
• Enable research competitiveness and
• Deliver core infrastructure and enterprise IT services for business effectiveness.

Based on our departmental goals and our commitment to diversity and inclusive excellence, OIT particularly welcomes applications from candidates whose knowledge, skills, and abilities, and desire to contribute to an inclusive campus environment, will help us achieve our vision of a diverse and inclusive community.

What Your Key Responsibilities Will Be

Administrative support for Salesforce.com and related CRM production services
This position is responsible for providing functional and technical support to CU users experiencing issues with a CRM service or asking detailed questions about Salesforce.com, applications built on Salesforce.com, and other native and integrated CRM applications.

Responsibilities include:

• Providing prompt, accurate and courteous assistance with client incidents and questions.
• Fulfilling service requests within identified service levels and response times.
• Identifying and recommending improvements that would facilitate client incident and request resolution by the UIS or OIT IT Service Center(s) and/or Desktop Support units.
• Identifying and recommending improvements that would facilitate client use of applications.
• Identifying bugs discovered while providing client support.
• Serving in the Enterprise CRM team on-call rotation.

Technical change management

• This position is responsible for following established release, deployment, and organizational change processes.

Responsibilities include:

• Execution of established deployment processes to ensure stable and successful bug fix, feature, and application releases to the production environment.
• Sandbox environment management to provide enterprise-quality levels of environment synchronization.
• Working with Business Analysts to understand new features or applications to create test plans and conduct tests for those feature and application releases.
• Identify and document bugs, including exact details on re-creation.
• Authoring operational and administrative documentation describing tools, processes, and procedures vital to the operation and administration of the service.
• Authoring incident/problem reports describing issues encountered, root cause, and actions taken to restore normal service operation.
• Updating documentation as needed after configuration changes, patches, upgrades, etc.
• Reviewing and assisting with authoring support documentation describing known issues, workarounds/resolutions, and diagnostic/fixing procedures used by the OIT Communications and Support team and the Administrative Systems team.

Systems' application administration and system analysis

• This position is responsible for system administration and analysis for the Salesforce.com/CRM service.

Responsibilities include:

• Serving as a system administrator for the Salesforce.com/CRM platform, including both core functionality and related applications and integrations. Includes third party applications and custom CRM services.
• Working with the CRM program team and end-users to configure and administer Salesforce.com and related applications.
• In doing this, follow CRM program protocols and consider the existing environment, the overall University business and technical environment, campus IT architecture, standard processes from peer institutions and industry, and available technologies and services.
• Provisioning and de-provisioning users, when warranted.
• Monitoring system, user, and data use.
• Identifying, recommending, and implementing approved changes to business processes, technical processes, system configurations, and other aspects of the Salesforce.com/CRM services. In particular:
• Investigating, recommending, and potentially implementing changes to Salesforce.com fields, page layouts, dashboards, and reports.
• Investigating, recommending, and potentially implementing new enhancements such as custom objects, workflows, email alerts and templates.
• Maintaining multiple user roles, security, profiles, workflow rules, etc.
• Supervising and importing/exporting data as necessary to ensure proper data quality and synchronization with integrated systems.

Professional development and proficiency maintenance

• This position is responsible for maintaining proficiency and acquiring knowledge by reading trade journals, attending conferences, seminars, and classes, participating in discussions with colleagues, peer institutions and consulting with vendors.

What You Should Know

• This position is in a hybrid work situation, working mostly remotely, with required on campus meetings throughout the year. The selected individual will be expected to live within commuting distance of our Boulder campus for in-person operations.
• All University of Colorado Boulder employees are required to comply with the campus COVID-19 vaccine requirement. New employees must provide proof of vaccination or receive a medical or religious exemption within 30 days of employment.

What We Can Offer

• Salary: $68,000 - 76,000.

Benefits

The University of Colorado offers excellent benefits , including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder .

Be Statements
Be authentic. Be game-changing. Be Boulder.

What We Require

• A Bachelor’s Degree from an accredited institution. A combination of education and/or related experience may be substituted for the degree on a year for year basis.
• Two years of experience as a business or technical support professional that includes business process documentation, functional testing and quality assurance, support processes or customer service solutions.

What You Will Need

• Personal, organizational and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting.
• Ability to appropriately interact with campus-wide information technologists and end-users, including faculty, staff, and students.
• Ability to work independently in a remote office environment and be proactive to ensure proper availability of systems/services.
• Strong written and oral communication skills.

What We Would Like You To Have

• Experience working with Salesforce.com.
• Experience working with Service Now or other customer support ticket application.
• Prior experience in Higher Education is highly desirable.
• Degree in computer science, computer information systems, or related field.

Special Instructions

To apply, please submit the following materials:

1. A current resume.
2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.

We may request references at a later time.

Please apply by September 5, 2022 for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu