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CRM Business Analyst

University of Massachusetts Lowell
UMass Lowell

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Job Details

Job no: 508155
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Grad & Professional Studies
Salary: Salary commensurate with experience and grade/range
Applications Open: May 05 2021
Applications Close: Open until filled

General Summary of Position:

The CRM Business Analyst is one of the key technical and operational staff, for the division of Graduate, Online and Professional Studies, supporting the UML Enterprise Salesforce platform. The Analyst is responsible for assuring that the division has developed and deployed Salesforce through each stage of the broad business lifecycle as it relates to the work in the division (lead generation and business development through recruitment/admissions/enrollment and post-graduation follow-up). The CRM Business Analyst will take a lead role in new use implementation, maintenance, and optimization, supporting operations, reporting from Salesforce, providing Salesforce training and support to division staff, creating dashboards and reports, and working with University staff on integrations and upgrades.

Essential Job Duties:

Operations support:

Serve as subject matter expert for CRM (Salesforce) and related CRM functionality for GPS division. Synthesize requirements of GPS groups into recommended CRM processes and functionality. Assist with the development of digital and traditional marketing and recruitment campaigns and ensure current and future campaigns are tracked appropriately. Partner with GPS stakeholders to make recommendations on CRM functionality and operations to enhance customer satisfaction and division productivity. Work with offices across campus to ensure that GPS admissions/enrollment’s interests/needs are represented when there are changes/updates to processes and workflows that impact/affect information into/from our CRM tool. Regularly work with GPS division staff to provide technology and system services that facilitate workflow and business processes. Develop training materials and provide appropriate training to GPS staff based on roles and responsibilities; provide one-to-one consultations with GPS staff as needed.

Implementation, maintenance, integrations, and upgrades:

Maintenance and optimization of Salesforce CRM and marketing automation platform for the division. Work closely with UML IT to coordinate GPS CRM projects and priorities. Evaluate functionality enhancements. Serve as ‘go-to’ point person to UML IT for CRM application projects and operations. Engage in user acceptance testing prior to project or enhancement rollout. Ability to manage project tasks and meet deadlines. Assist in troubleshooting and enhancing CRM daily procedures, workflows and data integrity to support product lifecycle and new business development. Manage data accuracy of data, including updating, de-duplication, importing and exporting records, and ongoing maintenance. Manage data flow and integrations between several tracking systems including Google Analytics, Marketing Automation Platform and Salesforce.


Working with the unit directors, devise and create reports and dashboards to monitor performance, create custom reports and dashboards to enable data-driven decisions. Develop reports and dashboards to be used by operational staff, management, and senior leadership. Create and maintain documentation of all processes related to division operations.

Systems Development:

Work with Director of Technical Services, other Division staff, and central IT (as needed) to identify and deploy software systems that improve workflow and business processes. Support technology systems that are responsive to the needs of Division units.

Other Job Duties:

Performs other related duties as assigned.

Working Conditions:

Position may involve attendance at meetings at the different campuses or off-site, networking with experts at other UMass campuses or with peers at other institutions.

Minimum Qualifications (Required):

  • Bachelor's Degree required
  • 5 years of experience required in use of customer relationship management (CRM) and/or marketing automation platforms
  • 3-5 years minimum experience in Salesforce programming and development
  • 1-2 years minimum experience with CRM AI systems
  • 5 years minimum experience deploying IT solutions to support student service/customer service staff
  • Demonstrable ability to develop and deploy caseload reporting and dashboards for various student service/customer service staff
  • Evidence of ability to analyze, optimize and streamline workflow processes
  • Excellent interpersonal skills and ability to build rapport with and understand the needs of various stakeholders
  • Additional Considerations:

  • 5 or more years of work experience in higher education
  • Experience working with data visualization tools like Tableau
  • Demonstrable project management experience in deployment and development of IT project
  • Experience working with and reporting from Student Information Systems
  • Ability to work in a fast-paced environment
  • Ability to handle multiple projects at the same time
  • Extremely detail-oriented, and deadline-driven; fanatical about checking own work, with high standards for accuracy
  • Knowledge of data capture and management strategies
  • Ability to work independently and be goal driven/oriented
  • Excellent oral and written communication skills
  • Ability to present data to various constituents within the organization
  • Special Instructions to Applicants:

    Only Internal Professional (SEIU 888 Professional Union) Bargaining candidates will be considered during the first 10 business days of the posting. All other candidates will be considered after that period.

    This is a SEIU 888 Professional Union position, Grade P19.

    Initial review of applications will begin immediately and continue until the position is filled. However, the position may close when an adequate number of qualified applications are received.

    Please include a resume and cover letter with your application. Names and contact information of three references will be required during the application process.

    Posting updated 5/28/2021


    Working at University of Massachusetts Lowell

    Located in the culturally and historically rich Merrimack.

    Valley in northeast Massachusetts, the University of Massachusetts Lowell is a vibrant research university that offers its 13,000 students more than 120 bachelor’s, master’s, professional master’s and doctoral degree programs. Exciting opportunities in experiential and service learning, scholarship, community engagement, and international partnerships can be found across the Colleges of Fine Arts, Humanities and Social Sciences; Engineering; Management; Sciences; School of Health and Environment; and Graduate School of Education.

    This is a time of unprecedented growth and opportunity at UMass Lowell. Student enrollment and retention have improved annually. Research funding and alumni giving have increased significantly and the campus has embarked on the construction of two new academic buildings: the Emerging Technologies & Innovation Center and the Health & Social Sciences Building.

    The University of Massachusetts Lowell is committed to increasing diversity in its faculty, staff, and student populations, as well as curriculum and support programs, while promoting an inclusive environment. We seek candidates who can contribute to that goal and encourage you to apply and to identify your strengths in this area.

    Mission Statement

    The mission of the University of Massachusetts Lowell is to enhance the intellectual, personal and cultural development of its students through excellent, affordable educational programs. The University seeks to meet the needs of the Commonwealth today and into the future and supports the development of sustainable technologies and communities through its teaching, research, scholarship and engagement.

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