Senior CRM Analyst

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University
Department:
Systems Recruiting & Admissions
Time Type:
Full time
Work Modality:
Hybrid 04 (On Campus 1 day/Month)
Union:
SEIU Local 500 - Provost & Enrollment Division
This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division.
Job Description:
Summary:
The Senior CRM Analyst will be a critical member of a team responsible for analyzing, designing, configuring, testing and supporting enterprise Customer Relationship Management (CRM) systems. They will analyze, design, develop, configure, integrate, test, and support production of critical university and customer-facing applications. The Senior CRM Analyst will be a hands-on technical leader, maintaining complex technology solutions that support client requirements and university objectives. This individual will work very closely with developers, to assess current capabilities and understand how to design effective processes within the university's CRM solution. This position will interface with all levels of stakeholders from across the University and is responsible for influencing groups outside their direct span of control, as well as leading project teams and/or customers as needed. The Senior CRM Analyst will work in the Office of Information Technology on the Solutions Engineering team with other technical subject matter experts.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.) Development, Configuration, Integration of Technology Solutions

• Configure and develop (hands-on) CRM solutions that meet business outcomes and are flexible using CRM and associated technologies.
• Perform CRM configuration of forms, communication plans, and workflows.
• Define system integration needs and develop streamlined integration specifications.
• Participate in design and code reviews.
• Streamline the process & procedures and improve the release of product builds.
• Work in agile delivery methodologies.
• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.

2.) Requirements Gathering, Prioritizing, Solution Assessment, and Design

• Understand the technology needs of the business areas supported; address business technology needs with high quality, timeliness, and cost justified solutions.
• Provide comprehensive consultation to the areas supported at the highest technical level on all phases of the project and product development cycle.
• Provide leadership for business need analysis, technical approach and feasibility, detailed technical design, project planning, and implementation.
• Participate and/or drive feasibility studies, vendor selections, and proposals for evaluation by appropriate key stakeholders.
• Ability to direct solution discussions and appropriate between buy vs build and hosted vs on-premises.
• Understand interdependencies between technology, operations, and business needs.
• Demonstrate a functional acumen to support how solutions will address client goals while maintaining alignment with industry best practices.

3.) Testing and Implementation of Technology Solutions

• Work with a diverse team of system analysts, application developers, project managers and third-party solution providers/ vendors to implement technology solutions.
• Lead system and user acceptance testing efforts to ensure software meets business requirements.
• Create detailed, comprehensive, and well-structured test plans and test cases.
• Validate test results and establish mitigation strategies as necessary.
• Obtain testing activity approvals from stakeholders.

4.) Technical Support and Operations

• Support enterprise CRM solutions and related platforms as needed and for business-critical functions.
• Maintain in-depth knowledge of CRM solutions and keep up to date on new releases and functionality.
• Maintain operations documentation and develop operational strategy for systems.
• Lead internal teams to conduct Root Cause Analysis (RCA), develop Corrective Action (CA) solutions/plans for design gaps and performance related problems, and reporting status of implementations.
• Provide mentoring and leadership to team members.
• Ensure team adherence to enterprise standards and processes.

5.) Technical Project Management

• Manage scope, resources, time, issues, budget, and risk for small to medium technical projects using standard documentation.
• Prioritize projects and tasks, conduct planning activities, schedule project team meetings.
• Develop and execute detailed project plans, manage project progress and report status to key stakeholders.
• Provide status reporting regarding project milestones, deliverables, dependencies, risks and issues, communicating across leadership.

Competencies:

• Championing Customer Needs.
• Evaluating and Implementing Ideas.
• Developing Plans.
• Making Accurate Judgments and Decisions.
• Building and Supporting Teams.

Salary Range:

• $110,000 -$120,000 annually.

Position Type/Expected Hours of Work:

• 35 hours per week.
• Monday through Friday with a one-hour lunch break in a hybrid modality with one day a month required to be in the office.
• Position requires that certain duties be regularly performed outside normal working hours. Must be available after-hours when necessary.
• OIT staff are expected to work remotely to support the University community, during unplanned closures or emergencies.
• OIT staff are prohibited from taking non-emergency leave during the three-week period at the start of each semester, this includes the week before the start of the Fall and Spring term and the first two weeks of classes for the Fall and Spring term.
• Requests for support peak during these times and system availability is also critical, which requires all staff members to be working during these times.

Required Education and Experience:

• Bachelor's degree.
• 5-8 years of relevant experience.

Preferred Education and Experience:

• Master's degree or equivalent relevant experiences.
• Salesforce Certifications.
• 8-10 years of relevant experience.
• Hand-on experience working with Salesforce CRM, including configuration, customization, and implementation.
• Familiarity with basic Salesforce development (Apex, Visualforce).
• Proven experience of Solution Architecture for Salesforce Transformation Projects.
• Experience with technology at a higher education institution.

Additional Eligibility Qualifications:

• Experience developing and configuring Customer Relationship Management (CRM) systems.
• Strong experience with business analysis, process analysis and mapping, and project management.
• Excellent communication and analytical skills, as well as the ability to work effectively with all levels of stakeholders, both technical and non-technical.
• Strong team building skills and ability to gain cooperation and to motivate others. Proactive, results-oriented and can-do attitude.
• Experience in a functional support role for CRM and ERP implementations.

Benefits
AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options.
Other Details

• Hiring offers for this position are contingent on successful completion of a background check.
• Employees in staff positions at American University must deliver their services to the university from either the District of Columbia, Maryland, or Virginia, or perform work on-site at the university.
• Please note this job announcement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
• American University is an E-Verify employer.

Current American University Employees
American University current employees must apply through their employee Workday account. If you are a current employee at American University, please log into Workday and select the Find Jobs report which will take you to our internal career listings.
Contact Us
For more information or assistance with the American University careers site, email
American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual's genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.