Reporting to the Director of Enterprise Applications in AIT, with a primary focus on working with Undergraduate and Graduate Admissions and Advancement, the CRM Solutions Analyst is responsible for business requirements analysis, implementation of process improvements, CRM reports and dashboards, Ellucian Analytics support and CRM system support, as well as integration to related contact center applications and the college ERP system.
Work with both Undergraduate and Graduate Admissions to meet or exceed enrollment goals through identifying and implementing appropriate enhancements to the college CRM system screens, web pages, data loads, workflows, etc. and implement Admissions best practices using the full range of capabilities of the MS Dynamics based CRM system and related contact center tools. Maintain a functional knowledge of Admissions goals and processes. Train departmental staff as needed to ensure effective use of CRM capabilities.
Maintain a strong working technical knowledge of CRM Recruit, CRM Advanced/MS Dynamics functions and capabilities, including integration with the Ellucian Banner ERP system. Provide and coordinate CRM system support, troubleshooting, account security, testing and upgrades to maximize system availability, functionality and data integrity.
Maintain and support Ellucian Analytics and Ellucian CRM Ethos data module powered by Tableau. Working know of Ellucian BEP and BRIM is preferred.
Working with the college BI Developer and departmental staff to design, implement, and maintain reports, alerts and dashboards based on CRM data using the MS Dynamics reporting system (MS Reporting Services) and accesses information from the Ellucian ODS data warehouse.
Provide technical support to ensure effective CRM/contact center coordination and support of college marketing goals and college communications, including effective integration of CRM with the college web site, email communications, social media marketing and other related digital marketing.
Keep current with changes and trends relating to CRM, inbound and outbound contact centers and marketing in Higher Education. Research and evaluate potential integrations of contact center and/or marketing tools to support implementation of contact center and marketing best practices. Work with college departments to coordinate the implementation of new CRM capabilities and features.
Building on successful implementation of the CRM system in Admissions, work with additional departments, such as Student Development, to evaluate the potential for expanding CRM use beyond Admissions and Advancement to include Student Retention, possibly leading to an enterprise-wide CRM implementation.
This position requires the employee to carry a cell phone.
Perform other duties as assigned.
B.A. or equivalent experience.
Effective writing and oral communication skills.
Experience managing and customizing a CRM system; CRM Recruit, CRM Advance or MS Dynamics CRM preferred.
Experience working in higher education is preferred.
Experience with working with Ellucian Analytics, Ethos data module and Tableau is preferred
Experience with Ellucian Banner and related products, such as Ellucian Banner ODS/EDW is preferred.
Experience with IBM Cognos Analytics and framework manager is preferred.