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CRM System Analyst and Application Administrator
Office of Technology Services
Vacancy number 301357
Position Type: Regular, full-time exempt position with full, competitive benefits package
Opens: 05/23/23 Closes: Open Until Filled
Salary: $85,000-$100,000
• excellent tuition remission benefits
• outstanding health benefits plans and rates
• at least 11 paid holidays each year
• 40 days of annual, personal, and sick leave each year, including 20+ annual leave days
• great retirement plans
The CRM System Analyst and Application Administrator is responsible for day-to-day administration and oversight of the enterprise customer relationship management (CRM) system. This position contributes to the mission of the University by maintaining an effective system of engagement for prospective students, applicants, students, faculty, and staff. The Analyst is responsible for data integration, conducts systems analysis and modifies configuration as necessary. This position oversees change management for configuration, populations and campaigns within the CRM and provides periodic training to users of the system. The Analyst must be forward thinking and advocates for the implementation and adoption of features and functionality; the role conducts market research and monitors industry forums to make informed recommendations to campus business owners.
We look forward to receiving your required electronic application with a cover letter and resume and learning about your interest in and qualifications for our vacancy. Please save your required cover letter and resume as one document (please make the file name short and without spaces or special characters) and attach it in the resume location. To apply, visit http://www.ubalt.edu/candidate_gateway/erecruit.html. Additional instructions below.
Key Functions/Responsibilities/Tasks:
Application Administration and Analysis: Administers the campus system of engagement in support of effective and reliable enrollment management and employee relations communications capabilities, and sustainable operations.
• Performs routine application administration tasks on the Salesforce platform and related integrations following University of Baltimore standards and procedures for coding and functionality.
• Participates in day-to-day operations and support of applications and solutions delivered on the Salesforce platform including user account maintenance, security, and the creation and maintenance of fields, views, reports, dashboards, campaigns, workflows and other objects and functions.
• Provides tier 2 support for escalated support tickets.
• Tracks and maintains documentation of known issues, user needs, and feature requests for the CRM, and analyzes them to determine how best to advocate for them; works with OTS to enhance technology solutions to address common issues.
• Performs data analysis and develops metrics for reporting.
• Solicits and compiles business requirements. Validates requirements documents with business partners and application developers (if applicable).
• Designs, develops, and implements specific initiatives to improve security and features within the Salesforce platform, and overall effectiveness and efficiency.
• Monitors online forums and email lists for changes and advancements in the CRM, and advocates with the Director of Applications and business owners for their implementation and adoption.
• Applies Salesforce and industry-standard best practices.
• Researches add-on application packages and develops support analysis for acquisition of applicable programs.
Application Development: Utilizes capabilities of CRM system to develop custom solutions to meet business requirements.
• Creates technical designs (including defining data structures and process flow) of solutions to meet business requirements.
• Develops custom solutions using Salesforce languages (e.g., Apex) based on technical designs and requirements.
• Performs unit testing of custom development and supports user acceptance testing by troubleshooting testing issues.
• Leverages tools, such as Informatica, to integrate with other applications and to upload datasets.
• Researches, implements, and configures business-approved apps from the Salesforce app exchange.
Project and Change Management: Provides project management oversight of the recurring upgrades of the CRM system to ensure vendor support and feature availability, and change management oversight to ensure a reliable and effective user and constituent experience.
• Manages multiple projects with varying time frames and deliverables based on priorities, schedule, and resources.
• Solicits input and support from teams and stakeholders to facilitate prioritization of needs and drive those priorities.
• Assists with scoping and planning of various CRM-related projects and initiatives.
• Manages the upgrades of Salesforce/TargetX applications, including test environment maintenance.
• Reviews, approves, and coordinates changes in setup, populations, customer objects and campaigns.
Data Integrity, Reporting and Documentation: Oversees the development and maintenance of data documentation in support of consistent and accurate responses to information requests.
• Responsible for data quality and integrity in the CRM system; works with business units to address duplicate records.
• Following University policies and standards, works with the data stewards and custodians of business units that utilize CRM, and oversees the maintenance of a dictionary for the data they define and collect.
• Builds and distributes Salesforce reports and dashboards as requested or needed.
System Documentation and Training: In support of an effective and sustainable operation, develops, oversees and maintains documentation and a training program for relevant staff.
• Maintains technical documentation and assists business units with end-user documentation for all processes.
• Develops and offers training program to onboard staff.
• Develops and offers training to existing staff in support of professional development and cross training.
• Trains staff on reporting and data dictionary.
• Provides periodic training to backup staff member.
• Assists in the development of policies, standards, and procedures.
Software Testing and Acceptance: Oversees testing by campus staff in support of successful error free implementations.
• Develops and maintains test plans and schedules for all existing and new software systems.
• Develops and implements test plans for new system modifications or process implementations.
• Coordinates unit, integration and acceptance testing of Target X, Salesforce and Informatica applications.
• Responsible for verifying accuracy and reliability of software updates.
• Identify errors and research solutions to problems.
Required Education:
Bachelor’s degree, work towards an application administration certification, such as Salesforce Administrator certification
Required Experience:
• 5 years of IT experience, to include 2 years of Salesforce experience plus:
o 3 years of functional/user experience
OR
o 2 years of application administration and production support experience
• Experience working and interacting with technical and functional teams
Preferred Education:
Bachelor’s degree in an IT related field, application administration certification, such as Salesforce Administrator certification
Preferred Experience:
• 5 years of progressive development and enterprise production support experience
• 3 years in higher education, ideally working across technical and functional teams
• 2 years of Salesforce administration/development experience
Required Knowledge, Skills and Abilities:
Analytical Skills
• Ability to perform development and systems analysis including identifying objectives, constraints, impact, for web applications used by UBalt.
• Ability to gather, compile and analyze data to make practical recommendations at the tactical level to leadership.
• Experience conducting business analysis, including elements such as:
o Eliciting business requirements
o Documenting business processes
o Developing and assessing business cases for change
o Conducting fit/gap analyses
o Measuring the impact of process improvements
o Leading or preparing change management processes
Interpersonal
• Flexible, adaptable, and able to sustain momentum, effectiveness and enthusiastic demeanor while conditions and organizational structures may be fluid.
• Good interpersonal skills and experience working with multiple internal and external constituencies; able to gain community respect and possesses good relationship building skills.
• Good communication capabilities, including giving presentations, and speaking publicly.
• Ability to work well with functional and technical teams.
• Demonstrated ability to communicate clearly, concisely, and accurately with people, verbally and in writing.
Technical
Programming/Scripting Languages and Web:
• Informatica
• Form Assembly
• DemandTools
• Mogli or other text messaging tool
• Data analysis tools: detailed knowledge of Access, Excel, and/or PowerBI
Applications/Services/Server Admin:
• CRM Specific:
o Helping users develop or fine-tune reports to yield meaningful metrics
o Troubleshooting email campaigns, workflows, approval cycles, or auto-responders that generate excessive bounced mails
o Expanding or refining security/sharing rules and access privileges so records can be properly viewed and manipulated
o Fixing data records that have been duplicated or set with record types or ownerships that make them inaccessible to users.
• Gather, identify, and analyze application software requirements and ensure that they are met
• Assist in creation of long-term strategic goals for high data quality and appropriate data use
• Monitor data quality, data migrations, and data integrations
• Evaluate and configure application and provide detailed end user documentation
• Provide technical support to end users, diagnosing and resolving problems
• Escalate issues to vendor support and coordinate resolution
The University of Baltimore ("UBalt" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UBalt is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.
We appreciate your interest in our recruitment. Please review the information below before you visit http://www.ubalt.edu/candidate_gateway/erecruit.html to apply.
We need to receive your electronic application in our system by the vacancy closing date in order to consider you for the vacancy. Information follows about submitting the electronic application and attaching your required cover letter and resume.
Applicant Instructions: Using Candidate Gateway to View and Apply for UBalt Vacancies
The Candidate Gateway system serves as your connection to The University of Baltimore’s job application process. It is a free, safe and secure way for you to apply for the job you want, and it allows the Office of Human Resources to maintain accurate records. Your use of the system does not require you to surrender any of your rights to privacy or confidentiality during the application process. Only qualified members of UBalt’s Human Resources team and members of the relevant search committee can access your application information. The search committee will not have access to any information you provide to HR for affirmative action reporting purposes.
Please read and print the information below before you apply, and refer to it as you enter your application.
NAVIGATION
A - COVER LETTER AND RESUME ATTACHMENT AND UPLOAD
Before you apply:
• Save one PDF or Word file with your cover letter, resume, and any additional information you would like to have considered.
When you apply:
•In Candidate Gateway: Click “Browse” to access the Word or PDF document you saved with all of your documents.
•Then, click “Upload” to attach it.
•Click “Continue” to continue the application process.
B - ENTER DATA ON THE FOLLOWING PAGES:
Each page shows this display:
Previous Save Submit Close Application Careers Home NEXT
above and below the required data for the four categories shown above.
Click “Save” to save the data you entered on that page. The message “You have successfully submitted your job application.” confirms only that you entered that page of information into the system. You must click “Next” to continue and complete the entire application process.
1. Current and Prior Employment/Work Experience:
•Enter employment information relevant to your position of interest.
•You can use the first day of the month wherever dates are required.
•After you enter your work experience, click “Save,” then click “Next.”
2. Education/Education History and References:
•Use the dropdown to enter your highest education level. Entering this information is required.
•Then, only college and university information is required. Click the plus sign to the left of the “Postsecondary Education” link to enter that information.
•For country, enter USA or click the hourglass to select another country.
•You can use the first day of the month wherever dates are required.
•Click the plus sign to the left of "References" to enter two professional references.
•After you enter your education information and references, click “Save,” then click “Next.”
3. How did you find out about us/how did you find out about the job?
•After you enter this information, click “Save,” then click “Next.”
4. Online Questionnaire/Application Questionnaire: Answer the questions requiring a yes or no response. After you answer them, click “Submit.” This leads you to the Submit Online Application page.
C – SUBMIT ONLINE APPLICATION
To apply for your selected job: When you reach the “Submit Online Application” page shown below, you must click “I agree to these terms” and then click the “Submit” button at the end of the screen. After you click “Submit,” then you will see this information at the top of your screen:
My Applications
Thank you for your interest in employment at The University of Baltimore. HR will process your application documents for the search committee’s consideration.
Note: This screen will also show additional information about the selection process and Office of Human Resources contact information.
Questions/Help
If you have trouble viewing our job postings or applying for the vacancy, contact ubhrcareers@ubalt.edu for assistance.
TO APPLY:
External applicants: Review the vacancy announcement at http://www.ubalt.edu/candidate_gateway/erecruit.html and click the external applicant link to apply.
Internal applicants (students taking classes at UBalt and current employees) with login and password for MyUBalt: use the internal applicant link, log into MyUBalt, then click the “View or Apply for Job Positions” link on the left.
http://www.ubalt.edu/hr
•Never use the Internet Explorer “Back” and “Forward” arrows to navigate. You will lose the information you have submitted.
•To navigate between pages, use the “Next,” “Previous,” and “Return to Previous Page” buttons.
•Use the “Save” button to save your information so you can return to it later and complete your application. Using “Save” does not complete the process to apply for a job opening.
The University of Baltimore ("UBalt" or "University") does not discriminate on the basis of sex, gender, race, religion, age, disability, national origin, ethnicity, sexual orientation, gender identity, or other legally protected characteristics in its programs, activities or employment practices. UBalt is an Equal Opportunity/Affirmative Action/ADA Compliant Employer & Title IX Institution.