Technology Support Analyst
- Employer
- East Carolina University
- Location
- Greenville
View more categoriesView less categories
- Administrative Jobs
- Institutional & Business Affairs, Clerical & Administrative Support
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Technology Support Analyst
Position Number: 001143
Full Time or Part Time: Full Time
Anticipated Recruitment Range:
Position Type:
Job Category: Staff - Information Technology
Organizational Unit Overview:
The Division of University Advancement, under oversight by the Vice Chancellor of University Advancement, is the friend-raising and fund-raising arm of the general academic areas of the university; therefore, all of its activities are designed to generate support, financial or otherwise, for East Carolina University. The units and subunits within the division work together to identify, involve, cultivate, and solicit alumni and friends of the university to gain financial support from the private sector for the purpose of enhancing the long- and short-range growth and welfare of the university. University Advancement is comprised of the East Carolina Alumni Association, the ECU Foundation, and the ECU Medical and Health Sciences Foundation.
This position reports to the Director of Advancement Services and is within the Strategic Advancement Operations reporting structure of University Advancement. Advancement Services is responsible for maintaining the University’s Alumni/Donor CRM and provides a variety of complex, ad-hoc reports. Currently, University Advancement is implementing a new Kindsight’s Acend CRM solution that is projected to take 2 years. This position will be engaged throughout the implementation of Phase 1 and Phase 2 Functional Sprints and serve as University Advancement’s Salesforce Administrator. Kindsight is a Salesforce partner and their Ascend fundraising CRM is hosted on the Salesforce cloud platform.
Job Duties:
20% – Product Management:
Collaborate with business and technical stakeholders to design, configure, and implement Kindsight Ascend. Stay informed on vendor product road maps and contribute to the overall strategy and day-to-day activities involved in administering Ascend.
15% – Problem Solving:
Work with UA leadership, business users, and technical stakeholders to solve business problems using the Salesforce platform. Streamline process for creating new donor records during peak periods of giving like Pirate Nation Gives (PNG). Develop integration with ITCS Enterprise Systems for loading alumni to Ascend outside the normal graduation cycle.
15% – Process Automations:
Work with campus stakeholders to create, maintain, and enhance automated business processes. Develop integrations with ITCS Enterprise Systems for loading engagement data for students, alumni, and constituents. Create leadership dashboards and reports utilizing Salesforce CRM Analytics and Power BI.
10% – Reporting:
Create complex SQL queries to create a wide variety of ad-hoc reports in response to request to retrieve data and generate lists from our existing Oracle database (Agilon ONE). In addition to converting existing ecuBIC reports to either Salesforce CRM Analytics or Power BI for new Ascend conversion
10% – Project Management:
Plan and oversee Kindsight/Salesforce projects to ensure they are completed on time and within budget.
10% – Change Management:
Manage changes to business processes, technology, and people within Salesforce environment.
5% – Security and Access Control:
Customize the user experience and manage profiles, permissions, roles, and groups. Proactively set up permissions to manage and protect customer and business data.
5% – Documentation:
Create and document processes to ensure data in Salesforce is managed correctly.
5% – Professional Development:
Stay up to date with new Salesforce technology and inspire the campus to do the same.
5% – Other duties:
Other duties as assigned.
Minimum Education/Experience:
Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position’s role; or Bachelor’s degree from an appropriately accredited institution and one year experience in the information technology field related to the position’s role; or Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience. Advanced level requires an additional two years of experience.
License or Certification Required by Statute or Regulation:
None
Preferred Experience, Skills, Training/Education:
- Experience in administration and configuration of Salesforce hosted CRM solution.
- Experience building, configuring, and automating technical solutions within the Salesforce platform.
- Experience creating complicated SQL scripts for ad-hoc reporting from Oracle database using SQL Developer. Experience using Salesforce CRM Analytics is highly desired.
- Understanding of Salesforce architecture, development, and its capabilities.
- Ability to connect business requirements with the functional capabilities of an application.
- Experience creating, maintaining, and enhancing automated business processes within the Salesforce platform.
- Ability to effectively communicate with a broad base of customers on a technical and non-technical level.
- Experience managing or leading CRM projects.
- Excellent customer service skills.
Special Instructions to Applicant:
- Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write ‘see resume’ on your application when completing the job duties section.
- If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
- Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
- Applicants must be currently authorized to work in the United States on a full-time basis.
Additional Instructions to Applicant:
Job Close Date: 2/7/2025
Open Until Filled: No
Initial Screening Begins:
To apply, visit https://ecu.peopleadmin.com/postings/83628
East Carolina University is an equal opportunity and affirmative action employer who is committed to workforce success and cultivating a culture of care, belonging and opportunity for our faculty, staff and learners and all stakeholders. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.
Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.
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Organization
ECU offers a challenging academic environment and an energetic campus life. We are committed to excellence through a talented and diverse faculty and staff. One of the perks of working at ECU is that you can take up to 9 credit hours of classes per year at no cost to you. There is also a textbook loan program in place available to permanent ECU staff and faculty, or their eligible dependent children or spouse. ECU also offers excellent benefits, including health care and retirement plans, and generous leave time.
Scholarship. Discovery. Service. Leadership.
Here, those values are more than just buzzwords. They indicate the wealth of opportunity that ECU students experience while engaging in the rigorous pursuit of knowledge. They define the many ways in which students innovate and forge new paths. They encompass the life lessons our students learn while serving others and improving communities. They emphasize the encouragement our students receive to stand up and lead the way into a brighter tomorrow. http://www.ecu.edu/cs-acad/admissions/whyecu.cfm
To be a national model for student success, public service and regional transformation, East Carolina University:
- Uses innovative learning strategies and delivery methods to maximize access;
- Prepares students with the knowledge, skills and values to succeed in a global, multicultural society;
- Develops tomorrow's leaders to serve and inspire positive change;
- Discovers new knowledge and innovations to support a thriving future for eastern North Carolina and beyond;
- Transforms health care, promotes wellness, and reduces health disparities; and
- Improves quality of life through cultural enrichment, academics, the arts, and athletics.
http://www.ecu.edu/cs-admin/chancellor/mission-and-vision.cfm
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