CRM Administrator - Information Technology Spec 2

Minnesota State Colleges and Universities•Bloomington, MN

1d•Hybrid

About The Position

The CRM Administrator provides technical, functional, and strategic leadership for Normandale Community College’s enterprise customer relationship management (CRM) platforms. The position is responsible for implementing, administering, configuring, integrating, optimizing, securing, and supporting CRM systems that advance student engagement, recruitment, retention, communication, and other institutional priorities. As the primary CRM subject matter expert, the CRM Administrator provides daily college-wide technical support and partners with departments to understand business needs, improve processes, evaluate use cases, and translate functional requirements into technology solutions. The role serves as the primary liaison among Normandale IT staff, CRM vendors, Minnesota State partners, and the faculty and staff who use the systems. The position manages system enhancements, releases, integrations, access, data-related requests, vendor coordination, documentation, training, and governance. It works independently with limited supervision and exercises technical and operational judgment. The CRM Administrator communicates with college leadership, faculty, staff, vendors, and partners to help ensure CRM services are reliable, secure, accessible, and aligned with institutional needs. The position ensures that appropriate information and data security protocols are implemented and followed, and supports the college’s goals for equitable educational outcomes and a culturally responsive, service-oriented culture. This is an unlimited, full-time classified position with a stated schedule of 8:00 a.m. to 4:30 p.m., Monday through Friday. A flexible work schedule may be approved, including up to two remote-work days per week if applicable.

Requirements

At least two years of experience administering, configuring, supporting, or implementing CRM platforms, enterprise business applications, or similar technology solutions.
Strong understanding of college recruitment and retention processes, goals, and the departments that support them.
Ability to communicate technical information in writing and orally to technical and non-technical staff and users.
Ability to gather, analyze, and translate business requirements into technical solutions and system configurations.
Problem-solving, analytical, and critical-thinking skills to identify issues, evaluate alternatives, and recommend effective solutions.
Experience developing and delivering end-user training, documentation, or knowledge resources.
Ability to establish and maintain effective working relationships across multiple departments, understand business needs, build trust, and facilitate collaborative technology solutions.

Nice To Haves

Experience administering and configuring higher education CRM platforms supporting recruitment, admissions, student engagement, retention, or advising.
Project management experience leading technology implementations, upgrades, or cross-functional initiatives.
Experience serving as a vendor liaison and managing software vendor relationships, releases or patches, or product roadmaps.
Ability to lead meetings, facilitate discussions, and deliver presentations to diverse partner groups while communicating technical and business concepts effectively.
Experience supporting and monitoring data integrations, APIs, middleware solutions, or data synchronization processes.
Experience with SQL, relational databases, reporting, data analysis, or data integration technologies.

Responsibilities

Implement, administer, configure, integrate, optimize, secure, and support the college’s enterprise CRM platforms.
Provide daily, customer-focused technical support across the college and serve as the primary CRM subject matter expert.
Partner with college departments to understand business needs, improve processes, evaluate use cases, and translate functional requirements into technology solutions.
Serve as the primary liaison among Normandale IT staff, CRM vendors, Minnesota State partners, and system users.
Manage system enhancements, releases, integrations, access, and data-related requests.
Coordinate with vendors and manage CRM documentation, training, and governance activities.
Ensure information and data security protocols are implemented and followed.
Communicate with leadership, faculty, staff, vendors, and other partners to support reliable, secure, and accessible CRM services.
Contribute to institutional goals related to equity in educational outcomes and a culturally responsive, service-oriented culture.