Senior CRM Analyst

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University

Department:

Systems Recruiting & Admissions

Time Type:

Full time

Work Modality:

Hybrid 04 (On Campus 1 day/Month)

Union:

SEIU Local 500 - Provost & Enrollment Division

This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division.

Job Description:

Summary:

The Senior CRM Analyst will be a critical member of a team responsible for analyzing, designing, configuring, testing and supporting enterprise Customer Relationship Management (CRM) systems. They will analyze, design, develop, configure, integrate, test, and support production of critical university and customer-facing applications. The Senior CRM Analyst will be a hands-on technical leader, maintaining complex technology solutions that support client requirements and university objectives. This individual will work very closely with developers, to assess current capabilities and understand how to design effective processes within the university’s CRM solution. This position will interface with all levels of stakeholders from across the University and is responsible for influencing groups outside their direct span of control, as well as leading project teams and/or customers as needed. The Senior CRM Analyst will work in the Office of Information Technology on the Solutions Engineering team with other technical subject matter experts.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1.) Development, Configuration, Integration of Technology Solutions

• Configure and develop (hands-on) CRM solutions that meet business outcomes and are flexible using CRM and associated technologies.
• Perform CRM configuration of forms, communication plans, and workflows.
• Define system integration needs and develop streamlined integration specifications.
• Participate in design and code reviews.
• Streamline the process & procedures and improve the release of product builds.
• Work in agile delivery methodologies.
• Work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.

2.) Requirements Gathering, Prioritizing, Solution Assessment, and Design

• Understand the technology needs of the business areas supported; address business technology needs with high quality, timeliness, and cost justified solutions.
• Provide comprehensive consultation to the areas supported at the highest technical level on all phases of the project and product development cycle.
• Provide leadership for business need analysis, technical approach and feasibility, detailed technical design, project planning, and implementation.
• Participate and/or drive feasibility studies, vendor selections, and proposals for evaluation by appropriate key stakeholders.
• Ability to direct solution discussions and appropriate between buy vs build and hosted vs on-premises.
• Understand interdependencies between technology, operations, and business needs.
• Demonstrate a functional acumen to support how solutions will address client goals while maintaining alignment with industry best practices.

3.) Testing and Implementation of Technology Solutions

• Work with a diverse team of system analysts, application developers, project managers and third-party solution providers/ ve