CRM Analyst

Working Title: CRM Analyst

State Role Title: Information Technology Specialist II

Position Type: Full-time Staff (Classified)

Position Status: Full-Time

College/Division: Information Technology

Department: 100211 - IT - Information Systems

Pay Rate: Pay Range

Beginning Review Date: 04/23/2024

Specify Range or Amount: $70,00 - $75,000

Is this a JMU only position? No

Is this a grant-funded position? No

Is this a Conflict of Interest designated position? No

About JMU:

Mission
We are a community committed to preparing students to be educated and enlightened citizens who lead productive and meaningful lives.

Vision
To be the national model for the engaged university: engaged with ideas and the world.

Who We Are
Located in the heart of Virginia's beautiful Shenandoah Valley, the city of Harrisonburg is approximately 120 miles from Washington, D.C. and Richmond, VA. With a population of just over 53,000, Harrisonburg is one of the most diverse communities in the Commonwealth of Virginia. JMU is a selective, public institution with a growing national reputation for offering experiences that lead to an outstanding education and inclusive environment for students, faculty and staff. The student body includes approximately 20,000 undergraduate and 1,900 graduate students, with over 1,000 full-time instructional faculty.

JMU offers thriving programs in the liberal arts, science and technology, and professional disciplines at the undergraduate, master's and doctoral levels. The university is committed to expanding diversity, fostering equity and inclusion, and supporting superlative teaching and scholarship. JMU has achieved national recognition for the high quality of its academic programs, focus on maintaining strong student/faculty interaction, and innovative faculty research.

General Information:

The Customer Relationship Management (CRM) Analyst is responsible for delivering operational support and improvements across the enterprise-wide CRM platform (Salesforce). Working closely with the CRM Application Manager, this position develops good working relationships across campus, is responsible for supporting users with use of the CRM and works to define and develop new functionality through configuration in the CRM. The position will help with continual rollout of the CRM to existing groups. The position also is proactive about identifying opportunities for further use of CRM across the campus, and will identify options for effective use of Marketing Cloud, Blackthorn and other applications which integrate with the CRM .

The position is tasked with working with users to identify CRM functionality enhancements, configuring the solutions, executing, and testing any new solutions. He/she/they will be part of the team that extends the reach of the CRM across more areas of James Madison University, participates in training support, and stays engaged with CRM features, enhancements and best practices, for onwards sharing across campus.

This position can be in-person or hybrid and/or is full telework eligible.

Duties and Responsibilities:

1. Stakeholder Liaison (50%)

Working with the Application Manger to support multiple colleges and departments across campus. Aim to ensure effective use of the CRM platform, emphasizing use of all features, enhancements and best practices.

Participate in CRM working groups or Teams, to support users and take suggestions and feedback to discuss with others on the CRM and Reengineering Madison team.

Identifies customer opportunities for using the CRM, using business analysis skills to create processes and design workflows to support the goals of the organization.

Uses core abilities to collect, interpret, document and understand complex requirements, perform critical evaluation, and simplify, streamline, and separate nice-to-have from necessary functionality.

In collaboration with others, establish criteria for evaluation of CRM modules or add-ons or features that may be available and provide recommendations.

2. Analysis (30%)

Understand and recommend access and permission settings for roles and/or profiles, in close collaboration with the CRM Application Manager.

Evaluate business needs and recommend/devise appropriate technical solutions. Use required in- depth business process mapping to describe and establish requirements and identify out-of-the-box options and improve efficiency.

Create use cases and integrations to JMU's enterprise systems and third- party platforms that are part of the CRM enterprise platform.

3. Customer Support (20%)

Train other key users of CRM on user-level actions specific to a person, team or group, to help with scheduling, communications, case management and similar. Be familiar with training opportunities, contribute content, support delivery, and recommend or coordinate as needed.
Participate in professional development activities.

4. Other Duties (20%)

Understand basic development tactics. Be able to take part in defining or using connecting elements to the CRM, including integrations, Marketing Cloud, Blackthorn, Copado, and others.
Act as a key contact with and for interactions with consultants or vendors.
Stand in for the CRM App Manager, if that person is out of office.

Qualifications:

Required Qualifications:

Experience with Salesforce CRM.
Experience within Higher Education.
Experience working with a range of stakeholders.
Experience delivering training or support to stakeholders.
Experience working in a large, complex environment of many systems.

Additional Qualifications:

Skills in communication (all channels)
Time management skills
Project management experience
Completion of Salesforce Associate Certification or other Salesforce training or willingness to obtain.

Conditions of Employment:

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

Additional Posting Information:

EEO Statement:

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: (540) 568-6991.

Reasonable Accommodation:

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at (540) 568-3597 or jobs@jmu.edu. You may also visit the JMU Human Resource Office, located at 752 Ott Street, Harrisonburg, VA 22807 and we will be happy to assist you.