Job description
The CRM Technical Analyst works with stakeholders in each functional area to define business processes and requirements for CRM services, including translation of business requirements into CRM solutions. The CRM Technical Analyst monitors, optimizes and maintains CRM environments; develops configuration, workflow, reports, analytics, training and documentation; and assists with CRM projects, support and peer review processes.
Required Qualifications
CRM Technical Analyst I:
Bachelor’s degree, preferably in information technology or equivalent experience in a relevant field.
Experience with Microsoft Suite and products.
Experience working with technical and non-technical staff.
Experience working in a team-oriented, collaborative environment.
Demonstrated critical thinking and problem-solving skills.
Ability to translate business and stakeholder requirements into technical solutions.
Excellent analytical and creative problem-solving skills.
Detail oriented and committed to a high level of accuracy.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks, organized.
Strong customer service orientation.
Strong presentation and facilitation skills.
Excellent, effective verbal and written communication skills.
Proficient at technical documentation, including business process flows.
Ability to meet constant, competing, and multiple deadlines.
Demonstrated positive interpersonal and teamwork skills.
Ability to perform the essential functions of the position with or without reasonable accommodation.
Curious, flexible, and eager to learn.
CRM Technical Analyst II:
Meets requirements of the CRM Technical Analyst I, plus:
One year of increasingly responsible work experience of a qualifying nature related to the duties & responsibilities of the position.
Demonstrated project management skills.
Experience in requirements workshops/interviews/facilitation.
Experience with Customer Relationship Management (CRM) software configuration.
Experience with email communication flow, including bounce-backs, SPAM regulations and consumer best practices.
Experience with software testing and training.
Familiarity with email formatting and testing.
Familiarity with reporting, analytics and business intelligence, particularly in relation to CRM.
Knowledge of software development lifecycle (SDLC).
CRM Technical Analyst III:
Meets requirements of the CRM Technical Analyst II, plus:
Three years of increasingly responsible work experience, preferably in the field of business analysis, computer science, information systems, or information technology.
Experience with reporting, analytics and business intelligence, particularly in relation to CRM.
Demonstrated project management and implementation experience.
Experience working in systems analysis and development, software applications and database systems.
Experience working with systems development methodology.
Experience with Agile software development methodologies and frameworks such as Scrum and Kanban.
Experience with ITSM frameworks such as ITIL.
Experience with security and access management.
Experience with SQL queries, reporting and analytics.
Experience defining and implementing system security and role-based access.
Experience coaching and mentoring other staff.
Senior CRM Technical Analyst:
Meets requirements of the CRM Technical Analyst III, plus:
Five years of increasingly responsible professional work experience, preferably in fields of business analysis, computer science, information systems, or information technology.
Experience managing large projects and cross-functional project teams.
Experience with large implementations such as new platforms or software.
Experience with enterprise system configuration and customization.
Ability to assess the complexity of customization requirements and provide reasonable estimates.
Experience working with vendors and/or contract employees.
Experience with translating requirements into technical designs and business proposals.
Experience with process mapping and improvement.
Ability to define, recommend and implement standards based on industry best practices.
Bachelor’s degree, preferably in information technology or equivalent experience in a relevant field.
Experience with Microsoft Suite and products.
Experience working with technical and non-technical staff.
Experience working in a team-oriented, collaborative environment.
Demonstrated critical thinking and problem-solving skills.
Ability to translate business and stakeholder requirements into technical solutions.
Excellent analytical and creative problem-solving skills.
Detail oriented and committed to a high level of accuracy.
Highly self-motivated and directed.
Ability to effectively prioritize and execute tasks, organized.
Strong customer service orientation.
Strong presentation and facilitation skills.
Excellent, effective verbal and written communication skills.
Proficient at technical documentation, including business process flows.
Ability to meet constant, competing, and multiple deadlines.
Demonstrated positive interpersonal and teamwork skills.
Ability to perform the essential functions of the position with or without reasonable accommodation.
Curious, flexible, and eager to learn.
CRM Technical Analyst II:
Meets requirements of the CRM Technical Analyst I, plus:
One year of increasingly responsible work experience of a qualifying nature related to the duties & responsibilities of the position.
Demonstrated project management skills.
Experience in requirements workshops/interviews/facilitation.
Experience with Customer Relationship Management (CRM) software configuration.
Experience with email communication flow, including bounce-backs, SPAM regulations and consumer best practices.
Experience with software testing and training.
Familiarity with email formatting and testing.
Familiarity with reporting, analytics and business intelligence, particularly in relation to CRM.
Knowledge of software development lifecycle (SDLC).
CRM Technical Analyst III:
Meets requirements of the CRM Technical Analyst II, plus:
Three years of increasingly responsible work experience, preferably in the field of business analysis, computer science, information systems, or information technology.
Experience with reporting, analytics and business intelligence, particularly in relation to CRM.
Demonstrated project management and implementation experience.
Experience working in systems analysis and development, software applications and database systems.
Experience working with systems development methodology.
Experience with Agile software development methodologies and frameworks such as Scrum and Kanban.
Experience with ITSM frameworks such as ITIL.
Experience with security and access management.
Experience with SQL queries, reporting and analytics.
Experience defining and implementing system security and role-based access.
Experience coaching and mentoring other staff.
Senior CRM Technical Analyst:
Meets requirements of the CRM Technical Analyst III, plus:
Five years of increasingly responsible professional work experience, preferably in fields of business analysis, computer science, information systems, or information technology.
Experience managing large projects and cross-functional project teams.
Experience with large implementations such as new platforms or software.
Experience with enterprise system configuration and customization.
Ability to assess the complexity of customization requirements and provide reasonable estimates.
Experience working with vendors and/or contract employees.
Experience with translating requirements into technical designs and business proposals.
Experience with process mapping and improvement.
Ability to define, recommend and implement standards based on industry best practices.
Preferred Qualifications
CRM Technical Analyst I:
Familiarity with Customer Relationship Management (CRM) software.
Prior work experience in a higher education environment.
Basic knowledge of HTML & CSS.
CRM Technical Analyst II:
Prior work experience in a higher education environment.
Experience with SQL queries, reporting and analytics.
Familiarity with Agile software development methodologies.
Familiarity with ITSM frameworks such as ITIL.
Experience working with SAP.
Experience with security and access management.
Basic knowledge of C# and JavaScript.
CRM Technical Analyst III:
Prior work experience in a higher education environment.
Experience working with SAP.
Experience leading large projects or implementations.
Senior CRM Technical Analyst:
Master’s degree, preferably in Computer Science or Information Systems.
Prior work experience in a higher education environment.
Experience with SDK and 3rd party tools such as XRM Toolbox for administration of CRM system.
Proficient in Visual Studio, Business Intelligence Development Studio, Power BI, O365 Administration, and SQL Server Data Tools.
Familiarity with Customer Relationship Management (CRM) software.
Prior work experience in a higher education environment.
Basic knowledge of HTML & CSS.
CRM Technical Analyst II:
Prior work experience in a higher education environment.
Experience with SQL queries, reporting and analytics.
Familiarity with Agile software development methodologies.
Familiarity with ITSM frameworks such as ITIL.
Experience working with SAP.
Experience with security and access management.
Basic knowledge of C# and JavaScript.
CRM Technical Analyst III:
Prior work experience in a higher education environment.
Experience working with SAP.
Experience leading large projects or implementations.
Senior CRM Technical Analyst:
Master’s degree, preferably in Computer Science or Information Systems.
Prior work experience in a higher education environment.
Experience with SDK and 3rd party tools such as XRM Toolbox for administration of CRM system.
Proficient in Visual Studio, Business Intelligence Development Studio, Power BI, O365 Administration, and SQL Server Data Tools.
Duties & Responsibilities
CRM Technical Analyst I:
Performs security updates, auditing, general maintenance, testing, and technical reviews according to defined processes and best practices.
Applies the basic security principles of confidentiality, integrity, and availability to information and information systems.
Defines data needs based on user requirements and completes data validation.
Works closely with OIT staff and vendors to provide seamless support of systems on behalf of end users.
Maintains a service-oriented approach to build a positive rapport with CRM stakeholders.
Performs assessments, provides estimates, and resolves tickets, incidents, and service request assignments.
Researches and resolves complex technical issues.
Manages multiple systems and projects.
Works with stakeholders by translating business requirements to designs, develops, tests, reviews, implement and monitor CRM automated communications, staff workflow, reports, and dashboards using basic knowledge of HTML and CSS.
Facilitates campaign development efforts across departments and divisions.
Provides user training and documentation.
CRM Technical Analyst II:
Performs duties of the CRM Technical Analyst I and;
Translates user requests into automated processes.
Defines, develops, maintains ETL processes using knowledge of SQL, CRM API, REST/ODATA and SOAP endpoints, SSIS and various integration tools.
Performs system configurations based on requirements.
Documents and tests system procedures.
Creates and maintains technical documentation.
Monitors database jobs and interfaces.
Defines and develops development best practices.
Evaluates new features and functionality of the CRM software and recommends improvements to legacy functionality.
Develops and organizes regression and system testing activities.
Troubleshoots software issues and identifies areas for improvement and enhancement.
Serves as a mentor and subject matter expert on processes and system functionality.
Defines and coordinates data feeds, interfaces, reports, and conversions.
CRM Technical Analyst III:
Performs duties of the CRM Technical Analyst II and;
Manages large projects based on knowledge of project management methodologies and SDLC.
Reviews and implements support and change management best practices using IT Service Management (ITSM) and ITIL framework.
Reviews and implements CRM strategy including usage, governance, and privacy/security.
Works with CRM team and stakeholders to define and maintain standards and best practices for university CRM services, including security, maintenance, development, testing, reviews, integrations, and data retention.
Determines system testing approaches and test planning, creates test procedures to assess impact of application and system upgrades in system performance and reliability.
Serves as an expert resource for troubleshooting complex problems and scenarios.
Develops and facilitates software demonstrations and presentations.
Coaches and mentors staff.
Senior CRM Technical Analyst:
Performs duties of the CRM Technical Analyst III and;
Leads technical projects that impact large parts of the organization.
Researches license requirements and understands how license allocation impacts system functionality.
Ensures adherence to legal and business standards and data security policies.
Develops disaster recovery plans.
Assists with software assessments and proposals.
Defines system architecture.
Analyzes data on an ongoing basis and recommends techniques to ensure accuracy and integrity.
Leads cross-functional team projects and implementations.
Works with external resources to develop and support CMU systems.
Performs security updates, auditing, general maintenance, testing, and technical reviews according to defined processes and best practices.
Applies the basic security principles of confidentiality, integrity, and availability to information and information systems.
Defines data needs based on user requirements and completes data validation.
Works closely with OIT staff and vendors to provide seamless support of systems on behalf of end users.
Maintains a service-oriented approach to build a positive rapport with CRM stakeholders.
Performs assessments, provides estimates, and resolves tickets, incidents, and service request assignments.
Researches and resolves complex technical issues.
Manages multiple systems and projects.
Works with stakeholders by translating business requirements to designs, develops, tests, reviews, implement and monitor CRM automated communications, staff workflow, reports, and dashboards using basic knowledge of HTML and CSS.
Facilitates campaign development efforts across departments and divisions.
Provides user training and documentation.
CRM Technical Analyst II:
Performs duties of the CRM Technical Analyst I and;
Translates user requests into automated processes.
Defines, develops, maintains ETL processes using knowledge of SQL, CRM API, REST/ODATA and SOAP endpoints, SSIS and various integration tools.
Performs system configurations based on requirements.
Documents and tests system procedures.
Creates and maintains technical documentation.
Monitors database jobs and interfaces.
Defines and develops development best practices.
Evaluates new features and functionality of the CRM software and recommends improvements to legacy functionality.
Develops and organizes regression and system testing activities.
Troubleshoots software issues and identifies areas for improvement and enhancement.
Serves as a mentor and subject matter expert on processes and system functionality.
Defines and coordinates data feeds, interfaces, reports, and conversions.
CRM Technical Analyst III:
Performs duties of the CRM Technical Analyst II and;
Manages large projects based on knowledge of project management methodologies and SDLC.
Reviews and implements support and change management best practices using IT Service Management (ITSM) and ITIL framework.
Reviews and implements CRM strategy including usage, governance, and privacy/security.
Works with CRM team and stakeholders to define and maintain standards and best practices for university CRM services, including security, maintenance, development, testing, reviews, integrations, and data retention.
Determines system testing approaches and test planning, creates test procedures to assess impact of application and system upgrades in system performance and reliability.
Serves as an expert resource for troubleshooting complex problems and scenarios.
Develops and facilitates software demonstrations and presentations.
Coaches and mentors staff.
Senior CRM Technical Analyst:
Performs duties of the CRM Technical Analyst III and;
Leads technical projects that impact large parts of the organization.
Researches license requirements and understands how license allocation impacts system functionality.
Ensures adherence to legal and business standards and data security policies.
Develops disaster recovery plans.
Assists with software assessments and proposals.
Defines system architecture.
Analyzes data on an ongoing basis and recommends techniques to ensure accuracy and integrity.
Leads cross-functional team projects and implementations.
Works with external resources to develop and support CMU systems.
Supervision Exercised
None.
Message to Applicants
Central Michigan University is dedicated to fostering a broadly diverse and inclusive campus that respects all social identities, experiences, and perspectives. In an effort to further this initiative, we are especially interested in candidates who will advance and promote an inclusive and supportive environment for every member of our university community.
You must submit an on-line application in order to be considered as an applicant for this position.
Cover letters may be addressed to the Hiring Committee.
Applicants are strongly encouraged to submit recommendation letters.
If there is another document you wish to include that is not required, please utilize Other Document (1).
You must submit an on-line application in order to be considered as an applicant for this position.
Cover letters may be addressed to the Hiring Committee.
Applicants are strongly encouraged to submit recommendation letters.
If there is another document you wish to include that is not required, please utilize Other Document (1).
Employee Group
Professional & Administrative -Salary
Staff Pay Level
Pay Range
$50,000 - $75,000
Division
President
Department
Data & CRM Services -OIT
Position Status
Regular
Position End Date
Employment Status
Full-Time
FTE
1.0
Position Type
12 month
Weekly Work Schedule
M-F 8 a.m. - 5 p.m.; evenings & weekends as required.
Location
Mount Pleasant, MI
About the Department
About CMU
Central Michigan University has a more than 125-year legacy of preparing students to become leaders and changemakers in their communities and in their personal and professional lives.
We serve nearly 15,500 students on our Mount Pleasant campus, in satellite locations around the state and throughout the country, and through flexible online programs. Many of our approximately 300 undergraduate, master’s, specialist and doctoral programs in the arts, media, business, education, human services, health professions, liberal arts, social sciences, medicine, science and engineering are nationally ranked for excellence.
CMU leads the nation in leadership development programming through our Sarah R. Opperman Leadership Institute, and we are proud to be among only 5% of U.S. universities in the top two Carnegie research classifications. Our faculty work with graduate and undergraduate students in areas such as Great Lakes research, medical innovation, engineering technology and more.
Central is home to 17 men’s and women’s Division 1 sports including football, basketball, gymnastics, baseball, wrestling and more. Our student-athletes achieve great success in competition and in the classroom, capturing Mid-American Conference championships and maintaining an average cumulative GPA of 3.17.
CMU is located in Mount Pleasant, a community that blends the best of small-town living with big-city amenities. It’s part of the culturally varied and vibrant Great Lakes Bay Region that also includes Saginaw, Bay City, Midland and the state’s largest Native American community, centered on the Saginaw Chippewa Isabella Reservation in Mount Pleasant.
Area residents enjoy the mix of outdoor activities, cultural events, shopping and dining options, and family attractions. Other major Michigan destinations and attractions — Lansing, Grand Rapids, Detroit, Traverse City, wineries, beaches, golf and ski resorts, and many more — are within easy reach of the city’s central location in Michigan’s Lower Peninsula.
CMU employees enjoy access to a nationally recognized wellness program along with health care and benefits that exceed regional, state and national norms.
We serve nearly 15,500 students on our Mount Pleasant campus, in satellite locations around the state and throughout the country, and through flexible online programs. Many of our approximately 300 undergraduate, master’s, specialist and doctoral programs in the arts, media, business, education, human services, health professions, liberal arts, social sciences, medicine, science and engineering are nationally ranked for excellence.
CMU leads the nation in leadership development programming through our Sarah R. Opperman Leadership Institute, and we are proud to be among only 5% of U.S. universities in the top two Carnegie research classifications. Our faculty work with graduate and undergraduate students in areas such as Great Lakes research, medical innovation, engineering technology and more.
Central is home to 17 men’s and women’s Division 1 sports including football, basketball, gymnastics, baseball, wrestling and more. Our student-athletes achieve great success in competition and in the classroom, capturing Mid-American Conference championships and maintaining an average cumulative GPA of 3.17.
CMU is located in Mount Pleasant, a community that blends the best of small-town living with big-city amenities. It’s part of the culturally varied and vibrant Great Lakes Bay Region that also includes Saginaw, Bay City, Midland and the state’s largest Native American community, centered on the Saginaw Chippewa Isabella Reservation in Mount Pleasant.
Area residents enjoy the mix of outdoor activities, cultural events, shopping and dining options, and family attractions. Other major Michigan destinations and attractions — Lansing, Grand Rapids, Detroit, Traverse City, wineries, beaches, golf and ski resorts, and many more — are within easy reach of the city’s central location in Michigan’s Lower Peninsula.
CMU employees enjoy access to a nationally recognized wellness program along with health care and benefits that exceed regional, state and national norms.
CMU Leadership Standards
Central Michigan University is a place where we value students and work for their success, where we act as family, and where employees are engaged, appreciated and have extraordinary opportunities to make a difference.
We intentionally maintain and strengthen the hallmark CMU culture that sets us apart from our peers by expecting CMU leaders and employees to model the following Leadership Standards and develop them within their teams.
Please review the Leadership Standards before applying for this position.
We intentionally maintain and strengthen the hallmark CMU culture that sets us apart from our peers by expecting CMU leaders and employees to model the following Leadership Standards and develop them within their teams.
Please review the Leadership Standards before applying for this position.
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