CRM Senior Analyst - Office of the Provost

Description: The University of Tennessee, Knoxville, seeks applications and nominations for the position of CRM Senior Analyst. This position will primarily focus on the ongoing support of the campus Salesforce CRM platform. The CRM Senior Analyst role serves as the liaison between business SMEs, project teams and other stakeholders with focus on requirements analysis, requirement documentation, business process (as-is & to-be) documentation & conflict resolution throughout project life cycle. 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. This multiyear initiative launched in Spring 2024 with plans for ongoing expansion across the university.

Responsibilities

• Onboard new groups to the CRM platform by working with business SMEs and technology partners (e.g., Solution leads and Architects) to research and analyze current state system capabilities and define requirements for technology solutions options.
• Represents the needs of the students and business focusing on overall process improvement and refinement for the student experience within CRM platform.
• Assist testing teams in translating requirements and use cases into test conditions and expected results for functional, integration, performance & user acceptance testing.
• Work closely with stakeholders to determine solutions, assess impact to existing work processes and systems, and pinpoint how to manage integration.
• Implements best practices and uses knowledge of internal and external technology challenges and opportunities to drive business transformation.
• Acts independently or as a member of a project team responsible for providing functional and high-level technical guidance concerning the business implications of the application of various systems and software.
• Work with leadership teams to establish suitable processes to support administrative, development, and change management activities within CRM
• Help define KPIs to track business value gains for each initiative.
• 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 6-8 years of experience facilitating the development and implementation of business/technology strategic products and/or projects based on management objectives.

Required Knowledge, Skills, & Abilities

• Ability to effectively communicate technical concepts to end users, business stakeholders and management both verbally and in writing.
• Ability to listen and build rapport and credibility as a strategic partner vertically within the business unit, as well as with leadership and functional teams.
• Strong leadership, business, technical, analytical, problem solving and verbal and written communication skills.
• Be a proactive problem solver. Be curious and eager to learn and understand the "why."
• Ability to make decisions in situations of ambiguity and the absence of complete facts.
• Ability to deal efficiently with escalations and difficult situations/people under pressure.
• Customer-oriented approach in managing communications and issues. Highly organized and able to manage time effectively.
• Ability to be flexible and adaptive to changing business environment and stakeholder priorities.
• Ability to develop thorough, clear and concise business process documentation.

Preferred Qualifications

• 7+ year experience as business analyst supporting one or more business function(s).
• Experience with Salesforce platform implementation & development.
• Knowledge of SIS Systems (Ellucian Banner) and the overall student journey / experience
• Experience in Higher Education setting.
• Experience with agile or waterfall software development methodologies.

Preferred Knowledge, Skills, & Abilities

• Knowledge of Salesforce CRM suite or other CRM application