POSITION OBJECTIVE

Under general direction, design flexible, robust, university-wide Customer Relationship Management (CRM), Enterprise Content Management (ECM), and Robotic Process Automation (RPA) application frameworks. Analyze and improve performance of solutions and analyze requirements for data integration of university-wide business processes and enterprise applications; determine viable alternatives; make recommendations; design, specify, obtain consensus, and implement solutions. Identify and analyze all data sources and processes required for logical and physical modeling for the CRM, ECM, and RPA environments utilizing various internal and external resources. Define technical architecture, including tools and processes. Collaborate with other divisions in the planning process to establish business requirements, define deliverables and establish timelines.

ESSENTIAL FUNCTIONS

1. Design and deliver high-quality, high-impact CRM, ECM, and RPA solutions. Participate in software architecture and system level design. Create integration and migration solutions. Work with business and operations stakeholders to collect, document, analyze, implement, and maintain business and system requirements. Define and scope projects for application solutions; follow project management standards. Establish project plans and project schedules per established standards. Work with developers and business systems analysts on detailed complex designs. Coordinate assigned work with other team members. Review project deliverables for conformance to established standards. Create test plans, procedures and any necessary scripts. Test and debug applications in conjunction with others and develop processes for correction of erroneous data. Assures solutions meets quality standards.  (45%)
2. Conduct regular internal system audits and prepare the application platforms and clients for system upgrades. Perform complex application administration, configuration, integration, installation of new application releases, on-going maintenance, and application patching. Maintain the reliability, availability, and performance of application environments. Work in partnership with multiple technical teams to ensure smooth releases. (20%)
3. Proactively contribute to strategic planning of application conversions.  Evaluate technology alternatives, determine and resolve issues. Propose viable solutions to business problems/requests, communicate effort involved in development work, follow project management standards and software development life cycle (SDLC). Maintain expertise for all CRM, ECM, and RPA platform integrations and data management solutions. (15%)
4. Serve as a resource to consultants and customers by responding to issues, technical assistance, providing guidance, and performing system overviews. Provide technical support including analyzing, troubleshooting and resolving complex problems. Provide on-call and remote support as needed. Assist in training of new users and grow the CRM, ECM, and RPA skill sets across the university promoting adoption. (15%)

NONESSENTIAL FUNCTIONS

1. Perform other duties as assigned. (5%)

CONTACTS

Department: Daily contact with department staff to provide technical assistance with applications.

University: Daily/Weekly contact with business and operations stakeholders related to ongoing projects to gather requirements, provide information and status updates, prioritize project work, resolve complaints.

External: Weekly contact with vendor support staff for troubleshooting issues and integrations.

Students: None

SUPERVISORY RESPONSIBILITIES

Generally directs the work of application developers, business systems analysts and/or contractors. May supervise work of project team members and/or contractors (when assigned as project lead). May supervise student employees. May ensure others comply with established standards.

QUALIFICATIONS

Experience: 7 to 10 years of progressive experience. Salesforce certifications preferred. OnBase experience preferred.

Education: Bachelor’s degree in computer science, information technology, or related field.

REQUIRED SKILLS

1. Knowledge of current and emerging Customer Relationship Management (CRM) required.  Expert understanding of Salesforce preferred.
2. Knowledge of current and emerging Enterprise Content Management (ECM) systems. Experience with developing OnBase solutions preferred.
3. Knowledge of current and emerging Robotic Process Automation (RPA) systems. Experience with Automation Anywhere and Power Automate preferred.
4. Mastery of principles and methods of systems analysis, including business process and entity relationship analysis tools and methods.
5. Mastery of systems design principles, methodologies, and tools, including those applicable to web-based environments.
6. Mastery of technical project management support for technical cross-functional 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.
7. Mastery of database theory, design rules and development practices, including data modeling, data flow and entity relationship analysis.
8. Working experience with database design, SQL, data integrations and scripting languages (such as Java, Apex, or similar) is preferred.
9. Working knowledge of and/or ability to learn cloud based software as a service, storage systems, advanced virtualization, master data management, and ETL software is helpful. Knowledge of and/or ability to learn Talend and/or other integration middleware is desirable.
10. Familiarity with Education Data Architecture (EDA), Service Cloud, and Sales Cloud or similar platforms preferred.
11. Knowledge of applicable business area and related regulations, policies, and procedures.
12. Knowledge of general functions, capabilities, characteristics and limitations of standard computer platforms and devices as they apply in performing business and systems analyses.
13. Knowledge of standard PC software packages, including word processing, spreadsheet, database and flowcharting.
14. Ability to understand and use professional project management concepts and ability to apply IT and project management policies and procedures in managing assignments.
15. Demonstrate thorough understanding of the Software Development Life Cycle (SDLC) and utilize the ability to lead efforts in implementing life cycle practices
16. Principles and practices of sound business communications.  Excellent English oral and written communication skills, with the ability to communicate effectively and engage with a diverse user base having varied levels of technical proficiencies. Ability to interact with colleagues, supervisors and customers face to face.
17. Strong inter-personal skills, conflict resolution, and negotiating skills.
18. Ability to actively listen; responsive to verbal and non-verbal clues.
19. Strong mentorship, leadership, managerial, and facilitation skills.
20. Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions.
21. Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arises. 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.
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. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Embraces diversity.
24. Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion.
25. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met.
26. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served. Ability to work in a face-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; prioritized appropriately.
27. Ability to work with technologies for which little or no documentation or precedence exists. Commitment to self-motivated lifelong learning.
28. Ability to understand organizational change in light of internal and external trends, influences, and future technology.
29. Ability to meet consistent attendance.

WORKING CONDITIONS

Professional office setting. There are periods of stressful times, especially during project deadlines. There may be occasional pressure from demanding customers. Due to time constraints, many functions 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 to carry a cell phone, during and after their normal work hours, including weekends, to attend to after-hours emergencies.