CRM Functional Analyst - Temp



Salary / Job Type:

Temporary, full time (one-year appointment with option for renewal). Amended benefits package included.

Salary is disclosed within the application as an application question.

Position Overview:

Under the supervision and general direction of the Manager of Enterprise Services, the CRM Functional Analyst provides cross-functional, business process support for the enterprise resource planning (ERP), client relationship management (CRM), and related enterprise applications. In this role, you will work on a variety of projects and will play a key part in making sure that end results are designed according to the relevant patterns and analyses. Helps to ensure the area’s technological level remains up to date and provides 24x7 availability support for assigned applications. Helps with solutions to problems that may arise in an expeditious, efficient, and timely manner. Responsible for performing job duties in accordance with the mission, vision, and values of the University of Central Oklahoma. Hybrid/Remote option available. Must complete on-site orientation up to 30 days as determined by position.

Department Specific Essential Job Functions:

Responsible for cross-functional system administration and support for assigned applications. Communicates and fosters professional relationships with clients (faculty, staff, students, external), committees, and departments. Engage in end-to-end functional analysis, testing, and delivery of state of art system functionality, system modifications, handling of existing day-to-day operations of assigned applications including but not limited to problem analysis and issue resolutions. Coordinates with other OIT departments for integration and connectivity. Works with system administrators, database administrators, application administrators, software developers, and web administrators in installation/upgrades and maintaining services, as appropriate. Participates in IT project committees and appropriate application user groups. Supports and delivers on assigned PMO projects with requirements developed through the collaborative effort of cross-functional teams and clients.
  • Coordinate business functions, process flows, and system changes and improvements to assigned applications.
  • Responsible for executing the CRM Advising Success design, testing, and implementation plans as directed by the CRM Team Leads.
  • Partners with business process owners to develop documentation, training, and overall understanding of process flow both inside and outside of ERP, CRM Recruiting, CRM Advising Success, and related systems using various tools. Helps to identify system solutions and/or incorporate processes to meet unique customer requirements.
  • Collaborate and partner with internal stakeholders to ensure the design and functionality of a CRM Advising Success tool is driving value and efficiency for the organization.
  • Take a hands-on approach to troubleshooting complex process, functional, and application issues and manage these through to resolution.
  • Creates and maintains system documentation including diagrams, operational and support procedures. Publishes client-facing support documents to improve user experience. Collaborates with Technology Resource Center trainers and support staff to create online training modules and deliver scheduled and just-in-time application training opportunities.
  • Maintain access, security, scalability, and usability of assigned application(s).
  • Researches and communicates new features of assigned application(s) and unused tool functionality to drive the platform expansion and adoption, which includes developing road maps, guides, standards, and procedures.
  • Interacts with end users, service desk, team members, and stakeholders in gathering information to define and document required changes to the environment. Assists IT management in preparing business and use cases.
  • Performs other duties as assigned.
Qualifications / Experience Required:

Requires a bachelor's degree in a related field plus 3+ years functional application experience or 4+ years of comparable work experience.

Experience in a CRM Advising Success tools and a CRM Recruiting functional and/or technical application support. Working knowledge of student information systems (SIS), such as Banner (Banner Student), as well as other common higher education products with an understanding of the role of system integration. Experience with Microsoft Dynamics.

Qualifications / Experience Preferred:

A Bachelor of Science degree in a technical field, such as Engineering, Computer Science, or Information Technology.

Experience with more than one relational database management system such as Oracle, MS SQL Server, MySQL, etc. Familiar with enterprise authentication system integration including familiarity with protocols and services such as CAS, ADFS, Shibboleth, SAML, Active Directory. Ability to write queries using Structured Query Language and experience with a database development toolset such as Microsoft Access, Toad, Powershell, or SQL Developer.

Knowledge / Skills / Abilities:

Must possess strong customer service and interpersonal skills. Strong analytical, organization and collaboration skills. Ability to work well under pressure, handling multiple tasks and balancing multiple objectives, while consistently ensuring the timely completion of priority objectives. Ability to communicate technical concepts to non-technical users. Excellent verbal and written communication skills with the ability to author procedures, knowledgebase articles and proposals. Adheres to and complies with UCO’s shared values and the Office of Information Technology’s Code of Ethics. This position is on-call 24x7x365 and requires the successful candidate to have high-speed internet access to their residence and maintain a smart phone on which to receive telephone calls, email, and SMS messages from servers and authorized OIT personnel.

Physical Demands:

Reasonable accommodations (in accordance with ADA requirements) may be made, upon request, to enable individuals with disabilities to perform essential functions.

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