Senior CRM Analyst - Digital Learning - UTK

University of Tennessee•Knoxville, TN

3d•$88,000 - $106,000•Hybrid

About The Position

The Senior CRM Analyst supports Digital Learning's strategic mission and vision through the implementation and management of the department's Salesforce platform. This position is responsible for conducting business and systems analysis, solution oversight, and configuration, development, and implementation of changes within the Salesforce platform. This position is also responsible for researching new emerging technologies with regards to Salesforce Education Cloud, Data Cloud, and Marketing Cloud. The person in this role must also work in lockstep with Digital Learning’s units, campus partners, and external vendors and is key to providing high quality support and strategy to ensure the sustainability and success of Digital Learning's Salesforce platform.

Requirements

Bachelor’s degree
Three or more years of progressively responsible experience in CRM technologies
Three or more years of experience working in a higher education setting
Experience with complex data sets including manipulating, merging, restructuring and analyzing large data
Extensive knowledge of higher education policy, procedure, governance, and the student lifecycle
Extensive knowledge of Salesforce Education Cloud, Data Cloud, and Digital Marketing Cloud platform administration
Extensive knowledge of principals, methods, and techniques for reporting, visualization, and analysis of data
General knowledge of integration ETL strategies, software development lifecycles, and release management
Ability to work cooperatively and effectively with a variety of individuals in varying roles
Ability to manage competing priorities and deadlines while maintaining strong problem-solving skills
Skilled in effective communication, both verbal and written

Nice To Haves

Master's degree
Three or more years of progressively responsible experience in Salesforce CRM technologies
Three or more years of experience working in higher education student success or advising
Demonstrated experience in qualitative and quantitative research, analysis, and statistical methods
Demonstrated successful experience independently managing multiple short-term and long-term projects with accuracy, thoroughness, and creativity, and timely meeting of deadlines under pressure
Knowledge of Salesforce's integrated AI technologies
Knowledge of Banner, Slate, Canvas, and other higher education student record management software
Knowledge of ETL (extract, transform, load) technologies
Knowledge of enterprise consumer data platform concepts
Knowledge of software development lifecycle, methodologies, source control, and release management

Responsibilities

Partner with key stakeholders to identify business needs and translate them into Salesforce solutions.
Conduct thorough business analysis to define requirements, map processes, and recommend improvements and prepare any necessary supporting documentation.
Maintain a deep working knowledge of internal teams supported by the Salesforce platform, current and future state.
Collaborate with campus partners, internal departments, and external vendors to define business needs, assess enterprise solutions, and to either build or obtain enterprise solutions.
Lead initiatives to optimize business processes, enhance user experiences, and drive efficiency within the Digital Learning Department.
Assist in developing and delivering training materials and user documentation to support system adoption, usage, and change management.
Support the day-to-day administration of Salesforce, including user management, system configuration, data integrity, and maintenance.
Troubleshoot and resolve Salesforce issues, collaborating with end users, technical support, and external vendors as needed.
Design and support the implementation of Salesforce customizations, including custom objects, workflows, and automation.
Develop and maintain reports and dashboards to provide actionable insights for various stakeholders.
Closely follow software release best practices, including creating and validating deployment packages, and executing deployment steps.
Manage and lead Salesforce-related projects, ensuring alignment with departmental goals and timelines.
Coordinate with cross-functional teams, including IT, academic departments, and external partners, to ensure successful project execution.
Monitor project progress, identify risks, and implement mitigation strategies to ensure project success.
Contribute to the development of Digital Learning strategies by providing insights and recommendations based on Salesforce data and trends.
Stay abreast of Salesforce updates, new features, and industry best practices to continuously improve system utilization.
Act as a liaison between the Digital Learning department and Salesforce support teams, ensuring that the university’s needs are effectively communicated and addressed.
Provide expert recommendations on Salesforce solutions, including suggesting best practices and overseeing the implementation of chosen solutions to ensure alignment with departmental goals and industry standards.
Research new and emerging Salesforce related technologies.