Job

CRM Systems Administrator

CU
Available December 23, 2021 thru February 01, 2022

University of Colorado Denver l Anschutz Medical Campus

Office of Information Technology

CRM Systems Administrator

Position #750903 – Requisition #24081

 

Nature of Work

The Customer Relationship Management (CRM) Systems Administrator will provide service implementation, application administration, technical support, and maintenance for CU’s Salesforce and Slate platforms. This role is responsible for ensuring the availability of critical services by providing performance management, capacity planning, configuration management, change management, monitoring, and guidance and responding to service-related requests promptly and efficiently. This full-time University Staff (non-classified) position serves in the Enterprise Applications and Services division and will report to the CRM Program Manager.

Jobs in this career family develop, maintain, and support computer systems, software and networks. Functions include enterprise operations, distributed computing, academic computing, research computing, computer hardware and software management, computer networking, telecommunications, systems development, database administration, server administration, website management, programming, desktop support, and help desk operations.

Senior Professionals are responsible for exercising discretion, analytical skill, personal accountability and responsibility in a wide range of areas including academic, administrative, managerial and student services functions. Work involves creating, integrating, applying and sharing knowledge directly related to a professional field. Work is performed fully independently.

Examples of Work Performed

  • Handle day-to-day system administration of CU’s Salesforce instance(s) and associated products, including Pardot
  • Work with Slate administrator to ensure Slate service availability, user support, and integrations as needed
  • Troubleshoot CRM-related issues (with any of the admissions processes) and communicate with the IT Service Center and business areas as appropriate

·     Identify, create, and maintain documentation for relevant configuration settings, processes, and procedures needed for administering the service

·     Perform service configuration, patch, change, release, and upgrade management

·     Monitor and ensure service availability, accessibility, security, and reliability of production, test, and development environments for the CRM platforms

·     Respond to, analyze, and determine necessary corrective actions for service events, incidents, and problems

·     Handle incidents, outages, and problem reports to describe issues encountered, root cause analysis, and actions taken for restoring normal service operation

·     Enable functional enhancements, both as requested by the business offices and as made available by new features added to Slate or Salesforce

·     Coordinate and manage user testing with a focus on user experience

·     Coordinate with identity management and other student initiatives such as the Unified Student Experience, UIS, and other IT service areas to ensure the proper data and integrations

·     Ensure that data integrations with other systems are working properly and configure new integrations as directed

·     Train campus users on CRM functionality and features

·     Manage vendor support and serve as technical lead for focused calls and email discussions with the vendor

·     Work with the OIT change management process to ensure visibility and compatibility of changes

·     Maintain an ongoing relationship with CRM users from all business offices, as well as relevant partners like UIS, other campuses, CRM vendors, OIT program managers, Strategic Relations, and academic offices

·     Design, build and support configurations within the CRM system, attend to requests from CRM users

·     Identify, recommend, and implement continual service improvement initiatives

·     Provide innovative solutions for the overall architecture of the CRM system

·     Collaborate with business users, the OIT CRM Program Manager, and other university areas to help inform and support a campus CRM strategy and governance

 

Minimum Requirements

Education and Training

·     Completion of four years of college with a bachelor’s degree from an accredited university or college with major emphasis in Business Administration, Engineering, Computer Science, Information Systems, Product Management, or a closely related field is required.

Substitution

·     Work experience in the occupational field or specialized subject area of the work assigned to the job may be substituted on a year-for-year basis for the degree. 

Experience

  • A minimum of 3 years of progressively responsible experience with CRM systems

Preferred Qualifications

  • 5+ years of progressively responsible experience in the IT industry or with CRM systems
  • Salesforce Administrator Certification
  • Operational IT experience within a non-profit, governmental, or higher education institution 
  • Experience with EDA
  • Experience with Pardot

 Knowledge, Skills, and Abilities

·     Effective administrator of technology who has a can-do attitude and a penchant for problem solving and executing solutions effectively with an agile mindset and a drive for results

  • Ability to work collaboratively with the University community, across multiple units and/or organizations, to develop tactical plans to facilitate and coordinate the delivery of CRM services
  • Excellent verbal and written communication skills
  • Skilled at explaining technical issues to a non-technical audience and savvy with customer service
  • Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
  • Ability to synthesize information received from multiple sources to understand user needs and evaluate and communicate anticipated process and system impacts
  • Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
  • Strong analytical, prioritization, interpersonal and problem-solving skills
  • Ability to work in a fast-paced and deadline-oriented environment
  • Self-motivated with critical attention to detail
  • Ability to develop strong relationships with the University community and work collaboratively with CRM users, able to develop lasting relationships and work well with others in a team setting
  • Proven skills in developing, designing, and implementing CRM systems
  • Experience with supporting large scale enterprise systems

Salary and Benefits:

The salary range (or hiring range) for this position has been established at $58,481-$84,000.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits: https://www.cu.edu/employee-services/benefits

Total Compensation Calculator: http://www.cu.edu/node/153125

Diversity and Equity:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@ucdenver.edu.

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Conditions of Employment:

This position may require some occasional weekend and evening assignments as well as occasional availability during off-hours for participation in both scheduled and unscheduled activities.

This position is eligible for full-remote, hybrid, or on-site working locations. The work schedule will be based around core working hours in Colorado Mountain Time.

PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.

Parking expenses for employees are not covered by the university. To review parking options please visit the link below and select your appropriate campus:

Facilities Management Permit Parking

 

How to Apply:

Applications accepted electronically: https://cu.taleo.net/careersection/2/jobdetail.ftl?job=24081&lang=en

 

APPLICATION DEADLINE: Applications will be accepted until the position is filled.

 

 

OIT Human Resources

Office of Information Technology

University of Colorado Denver | Anschutz Medical Campus

Internal OIT HR Site

www.ucdenver.edu/oitUniversity of Colorado Denver l Anschutz Medical Campus

Office of Information Technology

CRM Systems Administrator

Position #750903 – Requisition #24081

 

Nature of Work

The Customer Relationship Management (CRM) Systems Administrator will provide service implementation, application administration, technical support, and maintenance for CU’s Salesforce and Slate platforms. This role is responsible for ensuring the availability of critical services by providing performance management, capacity planning, configuration management, change management, monitoring, and guidance and responding to service-related requests promptly and efficiently. This full-time University Staff (non-classified) position serves in the Enterprise Applications and Services division and will report to the CRM Program Manager.

Jobs in this career family develop, maintain, and support computer systems, software and networks. Functions include enterprise operations, distributed computing, academic computing, research computing, computer hardware and software management, computer networking, telecommunications, systems development, database administration, server administration, website management, programming, desktop support, and help desk operations.

Senior Professionals are responsible for exercising discretion, analytical skill, personal accountability and responsibility in a wide range of areas including academic, administrative, managerial and student services functions. Work involves creating, integrating, applying and sharing knowledge directly related to a professional field. Work is performed fully independently.

Examples of Work Performed

  • Handle day-to-day system administration of CU’s Salesforce instance(s) and associated products, including Pardot
  • Work with Slate administrator to ensure Slate service availability, user support, and integrations as needed
  • Troubleshoot CRM-related issues (with any of the admissions processes) and communicate with the IT Service Center and business areas as appropriate

·     Identify, create, and maintain documentation for relevant configuration settings, processes, and procedures needed for administering the service

·     Perform service configuration, patch, change, release, and upgrade management

·     Monitor and ensure service availability, accessibility, security, and reliability of production, test, and development environments for the CRM platforms

·     Respond to, analyze, and determine necessary corrective actions for service events, incidents, and problems

·     Handle incidents, outages, and problem reports to describe issues encountered, root cause analysis, and actions taken for restoring normal service operation

·     Enable functional enhancements, both as requested by the business offices and as made available by new features added to Slate or Salesforce

·     Coordinate and manage user testing with a focus on user experience

·     Coordinate with identity management and other student initiatives such as the Unified Student Experience, UIS, and other IT service areas to ensure the proper data and integrations

·     Ensure that data integrations with other systems are working properly and configure new integrations as directed

·     Train campus users on CRM functionality and features

·     Manage vendor support and serve as technical lead for focused calls and email discussions with the vendor

·     Work with the OIT change management process to ensure visibility and compatibility of changes

·     Maintain an ongoing relationship with CRM users from all business offices, as well as relevant partners like UIS, other campuses, CRM vendors, OIT program managers, Strategic Relations, and academic offices

·     Design, build and support configurations within the CRM system, attend to requests from CRM users

·     Identify, recommend, and implement continual service improvement initiatives

·     Provide innovative solutions for the overall architecture of the CRM system

·     Collaborate with business users, the OIT CRM Program Manager, and other university areas to help inform and support a campus CRM strategy and governance

 

Minimum Requirements

Education and Training

·     Completion of four years of college with a bachelor’s degree from an accredited university or college with major emphasis in Business Administration, Engineering, Computer Science, Information Systems, Product Management, or a closely related field is required.

Substitution

·     Work experience in the occupational field or specialized subject area of the work assigned to the job may be substituted on a year-for-year basis for the degree. 

Experience

  • A minimum of 3 years of progressively responsible experience with CRM systems

Preferred Qualifications

  • 5+ years of progressively responsible experience in the IT industry or with CRM systems
  • Salesforce Administrator Certification
  • Operational IT experience within a non-profit, governmental, or higher education institution 
  • Experience with EDA
  • Experience with Pardot

 Knowledge, Skills, and Abilities

·     Effective administrator of technology who has a can-do attitude and a penchant for problem solving and executing solutions effectively with an agile mindset and a drive for results

  • Ability to work collaboratively with the University community, across multiple units and/or organizations, to develop tactical plans to facilitate and coordinate the delivery of CRM services
  • Excellent verbal and written communication skills
  • Skilled at explaining technical issues to a non-technical audience and savvy with customer service
  • Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action
  • Ability to synthesize information received from multiple sources to understand user needs and evaluate and communicate anticipated process and system impacts
  • Ability to handle multiple tasks with changing priorities and capable of handling frequent interruptions positively
  • Strong analytical, prioritization, interpersonal and problem-solving skills
  • Ability to work in a fast-paced and deadline-oriented environment
  • Self-motivated with critical attention to detail
  • Ability to develop strong relationships with the University community and work collaboratively with CRM users, able to develop lasting relationships and work well with others in a team setting
  • Proven skills in developing, designing, and implementing CRM systems
  • Experience with supporting large scale enterprise systems

Salary and Benefits:

The salary range (or hiring range) for this position has been established at $58,481-$84,000.

The salary of the finalist(s) selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training.

The above salary range (or hiring range) represents the University’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

Your total compensation goes beyond the number on your paycheck. The University of Colorado provides generous leave, health plans and retirement contributions that add to your bottom line.

Benefits: https://www.cu.edu/employee-services/benefits

Total Compensation Calculator: http://www.cu.edu/node/153125

Diversity and Equity:

The University will provide reasonable accommodations to applicants with disabilities throughout the employment application process. To request an accommodation pursuant to the Americans with Disabilities Act, please contact the Human Resources ADA Coordinator at hr.adacoordinator@ucdenver.edu.

The University of Colorado Denver | Anschutz Medical Campus is committed to recruiting and supporting a diverse student body, faculty and administrative staff. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities and all veterans. The University of Colorado is committed to diversity and equality in education and employment.

The University of Colorado Denver | Anschutz Medical Campus is dedicated to ensuring a safe and secure environment for our faculty, staff, students and visitors. To assist in achieving that goal, we conduct background investigations for all prospective employees.

Conditions of Employment:

This position may require some occasional weekend and evening assignments as well as occasional availability during off-hours for participation in both scheduled and unscheduled activities.

This position is eligible for full-remote, hybrid, or on-site working locations. The work schedule will be based around core working hours in Colorado Mountain Time.

PLEASE NOTE: Candidates will be responsible for travel expenses related to the interview process and any relocation expenses, if applicable.

Parking expenses for employees are not covered by the university. To review parking options please visit the link below and select your appropriate campus:

Facilities Management Permit Parking

 

How to Apply:

Applications accepted electronically: https://cu.taleo.net/careersection/2/jobdetail.ftl?job=24081&lang=en

 

APPLICATION DEADLINE: Applications will be accepted until the position is filled.

 

 

OIT Human Resources

Office of Information Technology

University of Colorado Denver | Anschutz Medical Campus

Internal OIT HR Site

www.ucdenver.edu/oit

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