CRM Analyst

CRM Analyst

Description of Department:

Campus Technology Services (CTS) is an integrated service organization caring for administrative computing, instructional computing, network services, technology user support, and telecommunications. The department delivers a broad set of infrastructure, applications, and services that are vital to the operation and mission of the University. CTS is committed to an environment of diversity, equity, and inclusion.

The Department of Campus Technology Services at the State University of New York at Oswego invites applications for a full-time CRM Analyst.

Posting Date: February 18, 2026

Review Date: Review of applications will begin immediately and will continue until the position is filled.

Compensation: Salary range $60,000 - $75,000 commensurate with experience, plus full New York State benefits package.

Date of Appointment: As soon as possible

Location: The person hired will start onsite at the SUNY Oswego main campus until trained at which time a hybrid work schedule will be established, where some work days are onsite and some remote. The hybrid work schedule will be in accordance with the SUNY-wide Telecommuting Policy.

Description of Responsibilities:

The CRM Analyst is a liaison between the University Advancement office and Campus Technology Services, and is primarily responsible for ensuring that the advancement customer relationship management (CRM) system meets the technical and analytical needs of the advancement team. The CRM is responsible for managing the relationships and fundraising efforts between the university and its alumni and donors.

The CRM Analyst oversees the data and processes within the CRM and collaborates with members of the university advancement team to assist them with developing the necessary processes, interfaces and reports needed to ensure the success of their fundraising efforts. This includes meeting regularly with the advancement team to understand, document and map customer journeys and business processes, and to assist in communicating the features and capabilities of the CRM to maximize its effectiveness in meeting departmental goals by translating needs into technical requirements.

The ideal candidate will possess strong analytical and communication skills, a deep understanding of higher education advancement business processes, as well as technical and design proficiency with CRM platforms and data management tools. The position may occasionally require some evening and weekend work, particularly during critical fundraising events.

Responsibilities:

• Serve as a core resource during the CRM platform transition from the legacy system to Slate Advancement, providing essential hands-on support for system implementation while ensuring data integrity and minimizing operational disruption during the CRM transition
• Act as a system administrator for the CRM, managing user accounts and role access to the necessary features and functions, as well as system configuration
• Design and maintain database structure, including objects and relationships, to ensure data integrity and reliable reporting
• Design forms and dashboards that are intuitive and follow good UX design practices
• Provide assistance in troubleshooting procedural and operational issues in functionality, as well as the development and maintenance of queries, reports and dashboards
• Train new and existing users on basic functionality, including new features, including utilization and implementation of reports, dashboards, and portals
• Support the operations of the advancement team, and to make suggestions for developing new processes and reports
• Work with vendors and the advancement team to coordinate and implement integrations with a variety of related systems, including but not limited to the Banner student information system
• Evaluate workflows and processes already in-place and make recommendations for improvements
• Act as a backup administrator for the Slate admissions CRM
• Attend training sessions and conferences, both virtually and in person, to stay up to date with growing feature sets and enhancements

Job Requirements:

Required Qualifications:

• Associate degree in computer science, information science or related field
• Excellent communication, interpersonal, and analytical skills with the ability to translate complex concepts to non-technical stakeholders
• Produces detailed technical and end-user documentation
• Strong client-focused customer service skills
• Ability to use database tools to translate complex data into clear, concise reports and actionable recommendations that drive improvements in key business areas
• Self-directed learner who quickly adapts to new tools and software

Preferred Qualifications:

• Bachelor's degree in computer science, information science or related field
• Ability to design intuitive forms, dashboards and reports that demonstrate strong user experience and accessibility requirements
• Skilled in creating business process models and user story flowcharts
• Experience working as a CRM Analyst, Business Analyst, or similar role, preferably in a higher education or non-profit fundraising environment
• Experience working with Advancement data and processes in a higher education public institution, including gift processing, donor database management, and alumni relations best practices
• Familiarity with AI tools such as Google Gemini, NotebookLM or ChatGPT
• Demonstrated technical proficiency and administrative experience with a major CRM platform (experience with Technolutions Slate CRM for Advancement highly preferred).