Sr. CRM Administrator
Job no: 499563
College / VP Area: Vice President for IT
Work type: Staff
Categories: Information Technology, Full Time
PAY GRADE: 31S
CONTEXT OF THE JOB:
University of Delaware Information Technologies (UDIT) (www.it.udel.edu) provides the IT infrastructure, central IT systems and applications, and IT services for University of Delaware teaching, learning, research, administrative, and outreach activities.
The IT Enterprise Systems & Cloud Services (ESCS) unit in Information Technologies supports the University’s central computing systems which include enterprise class client/server, data storage and retrieval systems, web, and learning management, e-mail servers, the enterprise systems (human resources, student information, and financials), central databases, reporting, and fundraising systems. The unit is responsible for the development of new and improved campus business practices and processes and the support of core business and information systems that are critical to the University’s strategic plan and the institutional mission. Support is also provided for enterprise architecture, business intelligence and analytics, cloud strategy, identity and access management, mobile applications, and workflow and document management, and for the institution wide web-based information services that support the core business systems.
Under the limited direction of the Assoc Dir ERP & Cloud Sys, the Sr. CRM Administrator provides administration and support of the Slate Customer Relationship Management (CRM) platform and leads efforts to leverage Slate to maximize the innovation and effectiveness of all admissions business and strategic processes including outreach, recruitment, admissions, and analytics. The Sr. CRM Administrator works collaboratively with functional leaders, subject matter experts, and IT staff to identify, develop, and deploy new business processes and to design future technology solutions for the University. The incumbent is considered essential personnel and provides on-call support for critical systems.
- Serve as primary system administrator and platform designer for the Slate environment used by UD’s Admissions Office. Responsible for executing the day-to-day programming, configuration, support, maintenance and improvement to the Slate platform. Serves as an expert resource to manager, director, and colleagues in the department and IT organization.
- Responsible for all basic administrative Slate functions including user account maintenance, and creating, deploying and maintaining workflows and tasks. Creates, manages, and maintains custom reports and dashboards.
- Establish processes and protocols to ensure data quality (data integrity, data management and integration with data warehousing) is maintained and to streamline policies and requests for maximum efficiency. Oversee and manage CRM security permissions and other CRM based components to ensure consistency and best practices are followed. Communicate and enforce policies.
- Perform technology vendor management role, including the coordination of Slate SaaS upgrades and developing validation protocols for all impacted areas and workflows.
- Lead CRM implementation projects. Meet project deadlines and deliver high quality solutions.
- Develop and provide support for custom development, including the creation of reports, extracts, automation, coordination with ETL developers for data integration, and coordination with Application Developers for integration with UDSIS.
- Conduct business process analysis, requirements gathering, documentation, coordination and communication.
- Collaborate with functional users, UDIT staff, vendors, and contractors and coordinate business process improvement. Work with functional users to increase understanding of enrollment management functions.
- Serve as the primary technical liaison between UDIT and vendors, contractors, as well as internal and external customers. Manage and coordinate application patches, upgrades and other planned outages.
- Troubleshoot and resolve issues escalated through the IT Support Center helpdesk ticketing system.
- Create and maintain documentation on processes, policies, application configuration as the Slate platform is enhanced and extended. Coordinate production support and maintain the daily production schedule of the CRM systems.
- Coordinate CRM training where needed. Cross-train co-workers on Slate administration and configuration.
- Maintain knowledge with respect to relevant industry and CRM standards, recommendations, and guidelines, including those specific to Slate. Contribute to the planning, leadership, and support regarding technical initiatives and innovative solutions. Participate in strategic and long-range planning for Slate CRM services.
- Establish and maintain appropriate working relationships with colleagues, vendors, and clients. Follow University policies and procedures governing IT efforts. Contribute to the planning, leadership, and support regarding technical initiatives and innovative solutions. Work within the department’s overall strategic plan following project priorities and scope. Meet deadlines and achieve goals.
- Perform various job-related duties as assigned.
- Bachelor's degree in a related field with five years of experience or a combination of education, certification, and experience can substitute for required education.
- Three (3) years of IT project management related experience.
- Experience administering the Slate CRM System, or equivalent, in support of recruitment and admissions as well as other enrollment management offices.
- Working knowledge of data management systems (PeopleSoft) and the ability to transition student information from outside sources (Common App, PlatformQ) to complete prospect/inquiry/applicant/admit profiles.
- Experience working with Slate including Slate configuration and administration and developing queries and processes for importing and extracting data.
- Ability to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomatic skills.
- Ability to thrive in a team environment, working with colleagues on all levels independently and in consultation with the support team members as appropriate.
- Excellent written and verbal communication skills and the ability to communicate technical details to non-technical staff in an understandable way.
- Demonstrated ability to work in a fast-paced, deadline driven environment.
- Demonstrated excellence in a variety of competencies including teamwork/collaboration, analytical thinking, communication and influencing skills, and technical expertise.
- Ability to work with changing priorities and multiple projects.
- Ability to be precise and attentive to detail.
- Ability to work with minimal supervision.
- Demonstrated service-oriented mindset.
- Programming experience in various languages is preferred.
- Experience querying Oracle database is preferred.
- Demonstrated understanding and consideration of the differing needs and concerns of individuals with varying identities, cultures, and backgrounds.
- Committed to fostering a workplace culture of belonging, where diversity is celebrated, and equity is a core value.
- Ability to work weekend and off-hour work on occasion.
- Ability to lift and move, with or without assistance, computing related equipment weighing up to 50 pounds.
- Valid driver’s license and access to private, reliable means of transportation to maneuver throughout the Newark, Wilmington and Lewes campus.
Notice of Non-Discrimination, Equal Opportunity and Affirmative Action
The University of Delaware does not discriminate against any person on the basis of race, color, national origin, sex, gender identity or expression, sexual orientation, genetic information, marital status, disability, religion, age, veteran status or any other characteristic protected by applicable law in its employment, educational programs and activities, admissions policies, and scholarship and loan programs as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and University policies. The University of Delaware also prohibits unlawful harassment including sexual harassment and sexual violence.
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