Senior CRM Business Systems Analyst

University of Massachusetts Lowell
UMass Lowell

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Job Details

Job no: 509028
Position type: Staff Full Time
Benefit Status: Benefited-Union
Campus: UMass Lowell
Department: Enterprise Applications
Salary: Salary commensurate with experience and grade/range
Applications Open: Jun 29 2021
Applications Close: Open until filled

General Summary of Position:

UMass Lowell is committed to a Salesforce “Connected Campus” strategy. It is one of Information Technology’s top initiatives and we seek a motivated professional to join our dynamic Enterprise Applications team.

We have an exciting portfolio of Salesforce and partner technologies, including Sales Cloud, Service Cloud, Salesforce Advisor Link, Pardot, Communities,TargetX, FormAssembly, Schedule Once, Social Studio and SMS Magic.

The Senior CRM Business Systems Analyst collaborates with university stakeholders to support and enhance CRM functionality and bring about new solutions in our enterprise Salesforce environment. This position develops business processes and workflows, engages in application design, configuration, testing and implementation. This position may lead application projects and facilitates change management and support to ensure successful deployments.

Minimum Qualifications (Required):

  • Bachelor’s Degree
  • 5+ years of experience as an IT business analyst or systems analyst working on enterprise applications
  • 3 to 5 years of Salesforce experience with Sales Cloud or Service Cloud engaging in business analysis, support for production CRM applications, App Exchange products and creating reports and dashboards
  • A strong working knowledge of Salesforce and a thorough understanding of the Salesforce object model
  • Salesforce Administrator Certification
  • Demonstrated experience using declarative functionality such as workflow or process builder
  • 1 to 3 years demonstrated experience with a Salesforce communications application such as Pardot and/or Marketing Cloud
  • 1 to 3 years demonstrated experience with one or more of the following: Salesforce Knowledge, Live Agent, Events application
  • Strong understanding of Salesforce best practices and functionality
  • A self-starter with demonstrated ability to understand new technologies and solve problems creatively and collaboratively
  • Excellent written and oral communication skills

Preferred Qualifications:

  • Experience with Lightning UI applications
  • Experience with Salesforce Education Data Architecture (EDA)
  • Experience with Salesforce Community Cloud
  • Experience using a range of Salesforce and partner products, including one or more of the following: FormAssembly, Docusign,TargetX, Salesforce Advisor Link, chat / texting, analytics and AI.
  • Domain knowledge supporting one or more of the following: recruiting; digital marketing and communications; call center and service operations; events operations; analytics; AI
  • PMP Certification
  • Experience with Student Information Systems in a higher education setting

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 an SEIU 888 Professional Union position, Grade P20.

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 is received.

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


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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