CRM Administrator - Enrollment Management Operations

Job Details

Enrollment Management Operations

Division of Enrollment Management

University of Tennessee, Knoxville

The Office of Enrollment Management Operations at the University of Tennessee, Knoxville, (UTK) invites applications and nominations for our CRM Administrator position. We are seeking candidates who can contribute in meaningful ways to the diversity and intercultural goals of the University.

The Position: 

This is an on-campus position with some hybrid/remote work schedule flexibility.

This position will primarily focus on the implementation and ongoing support of a Customer Relationship Management (CRM) platform for the division of Enrollment Management as part of a broader campus-wide implementation. The position will work under the supervision of the Assistant Vice Provost for Enrollment Management Operations and in partnership with Enrollment Management departments supporting UTK enrolled students. In addition, this role will work in close collaboration with the Office of Information Technology, as well as the divisions of Student Life and Student Success.

The Salesforce CRM administrator executes the day-to-day configuration, support, maintenance, and improvement for the EM divisional scope of the campus CRM. As part of the growing campus CRM team, this position demonstrates a high degree of initiative and commitment to expanding skills and expertise via self-study, working/mentoring with colleagues, and internal and external training. This role must be able to work on administrative tasks on their own and may initiate analysis phases of application support.

Specifically, this person will lead the technical aspects of communication campaigns, events, inquiries, web forms and automation with the following home offices: One Stop Student Services, University Registrar, Financial Aid & Scholarships and University Bursar, with additional collaboration with the Division of Student Success and the Division of Student Life. The CRM Administrator will provide training and support for system users and collaborates in the development of support processes for current student case management and campaigns. This position is responsible for developing and implementing tactics that support the strategies that align with enrollment, retention and completion/graduation goals as defined by the University of Tennessee. This position will also work closely and collaboratively with the Assistant Director of CRM Technology, Undergraduate Admissions and the Enrollment Management Communications team to ensure seamless integration/communications related to the admitted-to-enrolled student experience.

Required Education and Experience:

Bachelor's degree and minimum of 3 years of related or an equivalent combination of education, training, and experience.

● Experience implementing data management software applications and/or information systems end-to-end, including data conversion, post-production support and troubleshooting (for example, imports/exports, audits, error corrections, reporting, etc.)

● Experience managing and integrating enterprise applications using web services, API(s) and other technologies.

● Experience using SQL, JavaScript, REST and SOAP APIs, HTML, and XML or other similar formats.

Preferred Education and Experience:

● Experience with Salesforce platform implementation & development.

● Experience in use of APIs, Apex, Lightning, Visualforce, and Declarative Tools.

● Experience in Higher Education setting.

● Experience with agile or waterfall software development methodologies.

Required Knowledge, Skills, and Abilities:

● Have the ability to effectively communicate technical concepts to end users, business stakeholders and management both verbally and in writing.

● Have the ability to prioritize, problem solve, and organize tasks to meet deadlines and follow through on assignments with minimal direction, often under pressure.

● Be a proactive problem solver.

● Be curious and eager to learn and understand the "why."

● Have the ability to take direction and work collaboratively within team structure.

● Demonstrated ability to work closely with others across functional boundaries and varying experience levels.

● Have excellent analytical, communication, organizational and interpersonal skills.

● Have the ability to exercise sound judgment, discretion, and tact with all levels of constituents.

● Possess skills of working independently in a changing environment with accuracy and attention to detail.

● Have demonstrated ability creating reports to provide to supervisors or key stakeholders.

● Ability to work with large data sets, verifying and checking data thoroughly for accuracy and completeness, and importing and exporting files between software programs.

● Have strong and effective presentation skills.

● Have the ability to learn about new information technology tools/systems as required.

● Have the ability to develop thorough, clear and concise business process documentation.

Preferred Knowledge, Skills, and Abilities:

Knowledge of Banner student information system.

The Division

The Enrollment Management (EM) division comprises more than 170 full-time staff who serve our students through the following departments and functions: Undergraduate Admissions, International Recruitment, Transfer Center, One Stop Student Services, Financial Aid and Scholarships, University Registrar, EM Communications, and Research & Analytics. The Office of Enrollment Management is committed to our Vision, Mission and Values. We are passionate about fulfilling our land-grant mission of accessible education and making an impact that will transform lives through the student experience.

The University and Region

UTK  is the state’s flagship, land-grant university. We are a Research 1 university with 11 colleges and more than 30,000 students. With new leadership at the system, university, and college levels, UTK is poised for dramatic positive change focused on solving some of the most audacious, pressing problems our country and world face today. The city of Knoxville is a hidden gem surrounded by eight gorgeous lakes, with a beautiful and walkable downtown, a diverse music scene including internationally recognized festivals, active neighborhoods, unique restaurants, and a robust offering of diverse cultural and outdoor activities. UTK is located within easy driving distance to the Great Smoky Mountains, Atlanta, Nashville, Asheville, Charlotte, Louisville and Cincinnati. It is only a day’s drive to Memphis, Chicago, and Washington D.C. Knoxville and the surrounding counties have a population of more than 850,000 people.

For full consideration, applicants should submit a cover letter detailing relevant experience along with a resume and the name, e-mail address, and telephone number of three to five professional references.

Job: Information Technology Professional
Primary Location: US-Tennessee-knoxville
Organization: Enrollment Management Operations
Schedule: Full-time
Job Posting: Oct 27, 2022, 1:00:02 PM


Working at The University of Tennessee, Knoxville

Founded in 1794, the University of Tennessee is one of the nation’s oldest and most storied public universities. Based in Knoxville, Tennessee’s flagship land-grant institution includes the statewide Institute of Agriculture and the Space Institute in Tullahoma. The university embodies excellence in teaching, discovery, scholarship, research, creative activity, outreach, and engagement. Known as the Volunteers, we lead with a spirit of selflessness, empathy, and courage, and strive to be champions for diversity, equity, and inclusion

UT Knoxville is a Research 1 university with 11 academic colleges and more than 900 programs of study. With an enrollment of more than 30,000 students, our academic programs are repeatedly ranked top in their class. The university co-manages Oak Ridge National Laboratory, the country’s most prominent national lab, driving innovation in advanced manufacturing and materials, national security, and more. We are closely connected with our communities through outreach and extension efforts across Tennessee and through partnerships with non-profits, corporations, and industries—regionally, nationally, and around the globe.

The city of Knoxville is nestled in the foothills of the Great Smoky Mountains. The modern, thriving community is surrounded by gorgeous lakes and hundreds of miles of walking, hiking, and biking trails. Situated along the banks of the Tennessee River, our beautiful features an eclectic music scene, internationally recognized festivals, unique restaurants, and a robust offering of diverse cultural activities. Knoxville is located within a day’s drive of Atlanta, Nashville, Asheville, Charlotte, Louisville, Cincinnati, Memphis, Chicago, and Washington D.C.

Knoxville and the surrounding counties have a population of more than 850,000 people. The region houses many leading corporations and organizations, including Oak Ridge National Laboratory, Pilot/Flying J, the Tennessee Valley Authority, and Regal Cinemas, along with HGTV, Food Network, and other networks owned by Discovery Inc.

As a member of the UT family, you will be surrounded by top-notch faculty, staff, and students from around the world. You will be part of a diverse campus community that is passionate about changing the world and cheering for the Vols on game day.

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