Application Administrator II - CRM - Temp

Job Type:

Temporary (One-year temporary position with option for renewal); includes an amended benefits package.

Salary:

The salary is disclosed within the application as an application question.

Position Overview:

Under supervision of the Manager of Enterprise Services in the Office of Information Technology, the Application Administrator II supports all aspects of technical application management and functional system administration for assigned applications including client/customer relationship management (CRM), along with integrated applications, for centralized, enterprise-level technology service delivery. 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:

Performs all aspects of functional system administration and technical application management for assigned applications. Communicates and fosters professional relationships with clients (faculty, staff, students, external), committees and departments. 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.

• Responsible for maintaining and managing the university’s Ellucian CRM Advise system. Aids in integration of services with other cloud-based applications and tools.
• Performs implementation tasks related to CRM Advise and other cloud applications, including configuration, integration, custom programming, and end user rollouts. Reviews manual processes and automates tasks via PowerShell when feasible.
• Perform configuration, administration, and technical support of the CRM Advise system and assigned applications. Run necessary system backups, provide troubleshooting assistance on software application related issues. Requires a strong functional understanding of software architecture.
• Analyzes daily monitoring of applications directly related to the CRM Advise system. Addresses issues as appropriate and provides status reports to management and/or stakeholders.
• Act as lead liaison between Admission and Information Technology for all relevant systems
• Oversee and continually improve management and use of prospective student data
• Manage integration and troubleshoot issues with systems that integrate with CRM Advise, such as an LMS system, Text Messaging application, and DegreeWorks.
• Extract and import data for CRM Advise system to support student success campaigns and effectively meet deadlines.
• Communicates and fosters professional relationships with clients and departments through interaction with customers and development teams to gather and define requirements. Designs, creates, tests, and maintains content solutions to satisfy customer requirements.
• Proactive approach to monitoring performance and capacity to ensure access, availability, and usability of supported systems.
• Creates and maintains 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

Qualifications / Experience Required:

Requires a bachelor’s degree plus 3+ years application experience or 6+ years of comparable work experience.

Experience in technical and application support. Experience with Microsoft Windows Server. Strong Microsoft SQL skills. Experience with an enterprise level Client Relationship Management/Customer Relationship Management (CRM Advise) system. 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 Preferred:

A Bachelor or Master’s 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 tool set such as Microsoft Access, Toad, Powershell, or SQL Developer.

Knowledge / Skills / Abilities:

Must possess strong customer service and interpersonal skills, along with strong analytical, organizational, and collaboration skill. Ability to work independently, or with specialized groups, while maintaining a courteous attitude when dealing with students, faculty, and staff. Ability and willingness to complete several concurrent tasks in a fast-paced, detail-oriented, multitasking environment. Ability to set objectives, mange project timelines, and see projects to completion. The successful candidate will possess excellent written and oral communication skills. Solid presentation skills. Ability to explain technical terms in everyday language. Ability to work directly with senior level executives. Must have the ability to problem solve, troubleshoot, be attentive to detail, and understand implications for the academic context. 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.