POSITION OBJECTIVE

Under general direction, oversee Customer Relationship Management (CRM), Enterprise Content Management (ECM), and Robotic Process Automation (RPA), including the components required to support the integration of university-wide business processes and applications. Shape and lead the implementation of CRM, ECM, and RPA governance, strategy, roadmap and projects. Assign, instruct and evaluate work of assigned staff, communicate with university stakeholders regarding CRM, ECM, and RPA projects and manage vendor relationships.  Set own goals and determine how to accomplish results with few or no guidelines to follow.

ESSENTIAL FUNCTIONS

1. Determine the strategic direction of CRM, ECM, and RPA applications and manage the process and business model changes required to ensure success. Oversee development, architecture, implementation and maintenance of CRM, ECM, and RPA applications. Manage prioritization of projects, track key milestones and adjust project plans and/or resources as needed.  Coordinate efforts of cross functional teams, work with departments to ensure solutions align with university enterprise standards and goals.  Work with developers, architects and business systems analysts to review detailed, complex designs. Establish, manage and maintain relationships with internal and external stakeholders, regularly interact with functional groups within the university to communicate and clarify CRM, ECM, and RPA applications capabilities and stakeholder expectations. Ensure broad communication of CRM, ECM, and RPA program statuses. Manage vendor relationships and participate in contract negotiations.  Recommend items for inclusion in the departmental budget. (40%)
2. Design, develop, deliver and maintain high-quality, high-impact enterprise application solutions. Propose viable solutions to business problems/requests which take into account end-to-end processes. Work with stakeholders in order to collect, document, implement and maintain business and system requirements. Define and scope projects for application solutions; follow project management standards and software development lifecycle methodology (SDLC). Create and maintain technical and operational documentation (including application architecture diagrams, detailed design documents, process flows, system requirements and business requirements). Ensure system availability and compliance with best practices regarding privacy, security, and any regulatory guidelines. (35%)
3. Provide leadership and mentoring of staff, including recruitment, orientation, training, goal-setting, professional development and performance feedback.  Ensure cross-functional collaboration. (20%)

NONESSENTIAL FUNCTIONS

1. Provide guidance and direction for the customer education and training in support of CRM, ECM, and RPA projects.  Recognized as an expert in CRM, ECM, and RPA, serve as a resource to IT and the university community. (2.5%)
2. Participate in educational programs and activities related to industry trends/advances in CRM, ECM, and RPA applications. Maintain up-to-date knowledge of information technology and advanced knowledge CRM, ECM, and RPA systems. (2.5%)

CONTACTS

Department: Regular contact with UTech director to review goals, achievements and overall performance. Daily contact with team to address issues and opportunities collaboratively and to resolve any outstanding issues or challenges. Contact with UTech senior leadership and all other UTech staff to facilitate and promote collaboration in order to achieve results.

University: Regular contact with staff and faculty to effectively understand and define internal customer requirements. Regular contact with project sponsors to review project timelines, key milestones and outstanding issues. Regular contact with stakeholders and internal constituents to facilitate and promote collaboration in order to achieve results.

External: Regular contact with vendors and consultants to evaluate current capabilities, negotiate agreements, coordinate projects and stay informed of advances in technology.

Students:  Occasional contact with student employees.

SUPERVISORY RESPONSIBILITY

Supervise a team of application developers and system administrators.  May supervise work of project team members.

EDUCATION AND EXPERIENCE

Experience: Greater than 10 years of progressive experience. 

Education: Bachelor’s degree.

REQUIRED SKILLS

1. Knowledge and command of current and emerging CRM, ECM, and RPA systems, and experience with implementation and use of these systems.
2. Knowledge and command of Customer Relationship Management (CRM) required. Salesforce experience preferred.
3. Knowledge and command of current and emerging Enterprise Content Management (ECM) systems. OnBase experience preferred.
4. Knowledge of current and emerging Robotic Process Automation (RPA) systems. Automation Anywhere and Power Automate experience preferred.
5. Superior understanding of how technology aligns to business strategies and initiatives.
6. Ability to communicate complex material clearly in all formats and ensure clients understand the scope of their requests and the consequences of their decisions.
7. Broad knowledge of operations and objectives across the group, division and university.
8. Project experience working with teams on large-scale, long-term projects.
9. Autonomously analyzes complex problems; identifies critical elements and alternatives, organizes existing resources and new information to implement most appropriate solution.
10. Ability to provide technical project management support for technical cross-functional projects and is assigned to projects of significant scope, complexity, size, impact, budget and/or project team size. Projects are diverse in nature and have significant impact to the organization.
11. Advanced and comprehensive knowledge of specialty area. Capable of substantial integration from other specialties to achieve innovative results.
12. Ability to create technical documentation. Ability to review technical design documents and code to ensure requirements are met.
13. Demonstrated excellent mentorship, leadership, managerial, and facilitation skills.
14. Demonstrated superior collaboration skills and techniques which appropriately define alternate solutions; resolve conflicts; and create lasting, productive partnerships with clients.
15. Demonstrated superior interpersonal skills and negotiating skills.  Ability to interact with colleagues, supervisors, and customers face to face.
16. Ability to respond to difficult, stressful or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood.
17. Ability to develop networks and use them to strengthen internal and external support. Ability to identify opportunities and take action to build strategic relationships between UTech and other university areas, teams, departments, etc., to help achieve business goals. Recognizes how university culture impacts the success of the project.
18. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritize appropriately. A keen attention to detail.
19. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity.
20. Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
21. Ability to work with and draw from various university teams and resources and collaborate and scope projects accordingly. Ability to effectively manage and guide group efforts. This includes providing appropriate level of feedback concerning group progress. Ability to manage and coordinate the activities of individuals over which the individual may have no direct authority.
22. Ability to develop in-depth understanding of client needs in order to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience.
23. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met.
24. Ability to meet consistent attendance.

WORKING CONDITIONS

General office environment. There are periods of stressful times especially during project deadlines. Due to time constraints, many functions and reports must be completed on set deadlines. Travel between various locations on campus may be required. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee may be required to attend meetings/functions outside normal working hours. The employee may be required are to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies.