Customer Relationship Management (CRM) Analyst III

General Requirements:

Bachelor's degree and three years of experience in a related role. History of professional growth as evidenced by the acquisition of relevant professional development and certification in Salesforce, Marketing Cloud, and MuleSoft are preferred. Strong understanding of CRM concepts. Excellent problem-solving and analytical skills. Exceptional communication and collaboration skills. A combination of education, experience, and training that would produce the required knowledge and abilities could be considered.

Nature & Purpose of Position/Usual Duties:

Works as part of a team providing highly complex configuration, declarative programming, reporting, user management, integration, and analytical support services for at least two of the campus CRM technologies (Salesforce CRM, Salesforce Experience Cloud, Salesforce Marketing Cloud, MuleSoft, etc.).

Primary Responsibilities (Staff Positions Only):

• Designs and implements major system features, changes, or integrations using declarative languages, REST APIs, JSON, SOQL, SQL, and other programming languages based on defined standards and procedures in CRM and/or integration technologies.
• Coordinate upgrades, releases, and data migrations.
• Partners with stakeholders to determine business requirements, translate business requirements into technical requirements, execute testing plans for developed solutions, document solutions, and train others.
• Responds to, troubleshoots, and repairs issues with CRM, integration technologies, and other related technologies.
• Develops and implements timelines to meet the goals of functional areas.
• Develop custom applications and workflows.
• Manage users, roles, profiles, and permissions.
• Troubleshoot and resolve issues across platforms.
• Support Marketing Cloud campaigns, journeys, and automations.
• Design and implement moderately complex MuleSoft integrations.
• Develops, implements and refines the processes necessary to refresh or otherwise maintain sets of data for testing and development purposes, converting data and systems, and automating processes when possible.
• Participate in strategic planning and cross-functional initiatives at senior levels.
• Performs other related duties as assigned.