Description
The Office of Institutional Success and Decision Support (OISDS) seeks a CRM Analyst reporting to the Assistant Vice President for Institutional Success Technology. This position proactively develops and supports the Office of Institutional Success and Decision Support CRM technology product solutions in conjunction with university technology partners. The role will administer the Salesforce Education Cloud and Marketing Cloud platforms and perform feature development in the Lightning App Builder environment.
This role is primarily focused on designing, configuring, and automating solutions for the University Student Success portal, collaborating with stakeholders to define system requirements and enhance the platform. This includes management of user permissions, data integrity, and providing error resolution related to student information. Additionally, the CRM Analyst will monitor system integrations, application platform changes, update rule-based automation, and create documentation of business practices.
Minimum Education and Experience
BA/BS degree in related field with six (6) years related experience; AA/AS degree in related field with eight (8) years related experience; High school diploma with ten (10) years related experience. Equivalent combination of education and experience may be considered.
Preferred Education and Experience
Preferred Education and Experience
- Experience leading technical project development and documenting, training, managing, and supporting university enterprise systems.
- Experience with database development including writing and editing SQL queries.
- Experience with Salesforce CRM or Marketing Cloud administration, process improvement, and/or web application development.
- Experience working in higher education student success or a related field.
- Salesforce administrator certification.
Essential Duties and Responsibilities
Essential Duties and Responsibilities
- Develop and drive CRM system improvements to improve the daily functioning of university operations.
- Perform system maintenance, upgrade testing and troubleshooting, including outside regular business hours, as needed.
- Participate in user groups and communicate directly with stakeholders from both academic and administrative units across campus.
- Work both independently and in partnership with other team members to proactively identify possible breakpoints for current processes, troubleshoot issues, and develop future solutions from research to implementation stages.
- Document operational processes and convey technical concepts to non-technical users.
- Verify through testing and auditing that all objects, permissions, and assignments are performing as expected.
- Address and escalate issues as needed.
- Manage the day-to-day operation, use, and configuration of the CRM.
- Evaluate and ensure CRM system implementation project goals are being met.
Required Skills and Abilities:
- Ability to communicate information clearly and effectively via written and verbal methods to applicants, faculty, staff, and all other stakeholders.
- High business acumen in dealing with co-workers and vendors of varying technical levels and project engagement.
- Ability to lead and deliver elegant and concise technical solutions by engaging stakeholders and forming appropriate cross-functional teams.
- Ability to work independently on system bug fixes and deliver process improvement solutions.
- Strong initiative to resolve errors and seek methods to improve functionality for end users.
Additional Information
Sponsorship is not available for the CRM position
OISDS staff have the option to work remotely. As such, this role is eligible for a remote work schedule, subject to manager approval. A UT Dallas Remote Work Agreement will be required within 14 days upon approval. Remote work arrangements are subject to regular review and re-approval and may be canceled at any time. Individuals may be required to use personal computers and other standard office equipment in order to work remotely. The CRM Analyst must be located within the DFW Area and have the ability to be on campus within 24 hours of notice.
What We Can Offer
UT Dallas is an Equal Opportunity Employer. We offer an employee-friendly work environment with a comprehensive benefits package including:
Competitive Salary
Tuition Benefits
Internal Training
Medical insurance – including 100% paid employee medical coverage for full-time employees
Dental Insurance
Vision Insurance
Long and short-term disability
Retirement Plan Options
Paid time off
Paid Holidays All UT Dallas employees have access to various professional development opportunities, including a membership to Academic Impressions, LinkedIn Learning, and UT Dallas Bright Leaders Program.
Visit https://hr.utdallas.edu/employees/benefits/ for more information.
Important Message
1) All employees serve as a representative of the University and are expected to display respect, civility, professional courtesy, consideration of others and discretion in all interactions with members of the UT Dallas community and the general public.
2) The University of Texas at Dallas is committed to providing an educational, living, and working environment that is welcoming, respectful, and inclusive of all members of the university community. UT Dallas does not discriminate on the basis of race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, national origin, disability, genetic information, or veteran status in its services, programs, activities, employment, and education, including in admission and enrollment. EOE, including disability/veterans. The University is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities. To request reasonable accommodation in the employment application and interview process, contact the ADA Coordinator. For inquiries regarding nondiscrimination policies, contact the Title IX Coordinator.
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