CRM Analyst - Office of the Provost
(Multiple Positions)

Description: The University of Tennessee, Knoxville, seeks applications and nominations for the position of CRM Analyst. This position will primarily focus on the ongoing support of the campus Salesforce CRM platform. The CRM Analyst, in collaboration with technical support teams, oversees the ongoing configuration, support, maintenance, and improvement of the Salesforce CRM. The position will work in close collaboration with the divisions of Student Life, Enrollment Management, and Student Success as well as the Office of Information Technology CRM Support team.

UT is the state’s flagship research university, a campus of choice for outstanding undergraduates, and a premier graduate institution. As a land grant university, the institution fulfills its access mission through a commitment to excellence in learning, scholarship, and engagement.

The university is investing in a transformational project to implement an enterprise CRM system, built on the Salesforce platform. Initial implementation is underway, and the first phase of this multiyear initiative will launch in spring 2024.

Responsibilities

• Functions as CRM subject matter expert, including architecture, programming, and system integration where appropriate.
• Provide guidance and direction in all user experience aspects of the CRM functionality. Includes identifying needs within the system as it relates to functionality, improving the user experience, and identifying enhancements to meet institutional priorities and goals.
• Analyze processes to develop, maintain and improve CRM workflow functionality. Work with constituents to build and execute refinement of plans. Works with central technical support teams to create workflows and tasks, triggered functions, collecting and tracking appropriate data and portal functionality.
• Effectively act as the liaison between functional users and the CRM application development teams.
• Work with leadership teams to establish suitable processes to support administrative, development, and change management activities within CRM.
• Coordinate the evaluation, scope and completion of new CRM development requests.
• Create and maintain CRM systems documentation, artifacts relating to best practices and systems configuration, and user support materials.
• Assist in training of new users and grow the Salesforce CRM skill set across the organization.
• Develop and lead the implementation of Salesforce reporting, supporting functional users in the best use of and creation of data dashboards, data sets, and other reporting capabilities.
• Stay informed of industry trends, latest practices, and emerging technologies.
• Pursue continual skills development through online training, industry publications, and attending educational conferences, symposia, and training seminars.
• Other duties as assigned.

Required Qualifications

• Bachelor's degree and minimum of 3 years of related or an equivalent combination of education, training, and experience.
• Experience implementing data management software applications and/or information systems end-to-end, including data conversion, post-production support and troubleshooting (for example, imports/exports, audits, error corrections, reporting, etc.).
• Ability to effectively communicate technical concepts to end users, business stakeholders and management both verbally and in writing.
• Ability to prioritize, problem solve, and organize tasks to meet deadlines and follow through on assignments with minimal direction, often under pressure.
• Be a proactive problem solver.
• Be curious and eager to learn and understand the "why."
• Ability to take direction and work collaboratively within team structure.
• Demonstrated ability to work closely with others across functional boundaries and varying experience levels.
• Excellent analytical, communication, organizational and interpersonal skills.
• Ability to exercise sound judgment, discretion, and tact with all levels of constituents.
• Possess skills of working independently in a changing environment with accuracy and attention to detail.
• Demonstrated ability in creating reports to provide to supervisors or key stakeholders.
• Strong and effective presentation skills.
• Ability to learn about new information technology tools/systems as required.
• Ability to develop thorough, clear and concise business process documentation.

Preferred Qualifications

• Knowledge of Salesforce CRM suite
• Knowledge of SIS Systems (Ellucian Banner) and the overall student journey / experience
• Experience with Salesforce platform implementation & development.
• Experience in Higher Education setting.
• Experience with agile or waterfall software development methodologies.