Customer Relationship Management (CRM) Administrator

Location
Worcester
Posted
May 02, 2017
Institution Type
Four-Year Institution


Customer Relationship Management (CRM) Administrator

Worcester Polytechnic Institute


Department: INFORMATION TECHNOLOGY

Position Status: Administrative Exempt Positions

Basic Function:
Reporting to the Director of Enterprise Information Systems, develop, deploy, and manage Salesforce and other CRM applications. This includes, but is not limited to, administration, configuration, integration, and user interfaces, in collaboration with Information Technology staff, division Information Analysts, and business unit stakeholders.

Primary duties include oversight of the CRM environment/architecture, including solution design, analysis of the impact of proposed solutions, ensuring appropriate access to data and applications, and protection and management of data.

Principal Duties and Responsibilities

  • Provides operational support, including administration, of WPI’s CRM systems to ensure they are running and maintained in keeping with institutional standards and best practices.
  • Supports ongoing requests for enhancement and optimization, aligns and prioritizes development tasks with the needs of stakeholders
  • Acts as a point of business process and functional expertise related to CRM. Provide guidance to the business regarding CRM solution design and implementation.
  • Acts as a point of technical expertise related to CRM systems, their capabilities, and related technology.
  • Manages solution design; collaborates with team members on design, requirements, limitations, and implementation; guides teams on functionality that requires development to meet business requirements.
  • Supports ongoing development within an agile, iterative development methodology and contributes to all phases of the software development lifecycle. Aligns and prioritizes development tasks with business needs; articulates development status to technical and non-technical audiences
  • Leads and drives functional test cycles. Analyzes and mitigates issues identified during testing. Works with all parties to mitigate risks and resolve process, integration and security issues.
  • Ensures that business continuity and disaster recovery standards are in place.
  • Coordinates and provides expertise with “train the trainer” program.
  • Other duties as assigned.

    Position Requirements

  • Bachelor’s degree in a technical discipline and/or 3-5 years related experience.
  • Two years of experience as Salesforce administrator, ideally in a higher education institution.
  • Understanding of Enterprise Resource Planning (ERP) and related system architecture.
  • Experience with integration and/or Extract, Transform, and Load (ETL) tools.
  • Excellent time management, organization, and planning skills.
  • Ability to comprehend and translate technical information and issues, and apply to business solutions.
  • Ability to establish and maintain strong relationships, influence others, and move toward a common vision or goal.
  • Excellent verbal and written communication skills, and the ability to work with people of all levels of technical ability.
  • Demonstrated ability to learn new technologies.
  • Higher education experience preferred
  • Knowledge of university-related third party systems preferred.
  • Remain current with expanding technology, and recommend and implement solutions in accordance with best practices.
  • Manage multiple assigned tasks/projects with minimal supervision.
  • Strong analytical and problem solving skills.
  • Salesforce Platform Developer I certification a plus.

    Posting Date: 04/19/2017

    Open Until Filled: Yes

    Special Instructions to Applicants:


    EEO Information:
    We are an Equal Opportunity Employer and do not discriminate against applicants due to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status or disability. We are looking for individuals who value creativity, diversity, inclusion, and collaboration.

    Criminal Background Check Statement:
    A pre-employment criminal records check is required.

    To apply, visit: https://careers.wpi.edu/postings/4422

    WPI, the nation's third oldest private technological university, established in 1865 by New England industrialists John Boynton and Ichabod Washburn consists of 80 acres set in a safe, residential section of Worcester, Massachusetts—the second largest city in New England—home to 13 colleges, and situated 40 miles west of Boston.

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