Senior Analyst, Customer Relationship Management

Eastern Kentucky University

Title: Senior Analyst, Customer Relationship Management

Position Type: Fulltime Staff

Search Type: External - minimum 7 days

Department: 52R000 - Information Technology

Division: 4R1000 - Information Technology

Position Location: Richmond Campus

Driver Classification: Non-Driver

FLSA: Exempt

Schedule Type: Full Time (37.5 hrs per week or more)

Posted Salary Grade: Exempt - 47

Retirement: KTRS

Contact Person: Tiffany Hampton

Job Summary/Basic Functions

The Senior CRM Analyst provides technical leadership in the analysis, design, development, integration, and testing of complex technical mission-critical systems that utilize system information systems (SIS) data. Participates in strategic technical decision-making and manages daily operations and system security. provides system problem resolutions to university users through knowledge of software/language and system data and the development of best practices through research. This is done to serve the University's information needs and to assist in easy facilitation of productive business practices of the University.

Minimum Qualifications

Education: Bachelor's Degree Required, Master's Degree Preferred.

Experience: Two years of experience required. Experience working in a university setting in a programming or CRM related field preferred. Must have knowledge of relational databases and computer software and languages. University experience is preferred.

Licensure & Certifications:

Preferred Qualifications:

Job Duties:

• 40% - CRM Oversight: Take the lead in overseeing the University's CRM system, serving as the main point of contact between technical and functional teams during the design, analysis, and enhancement of software solutions and systems. Manage daily technical operations of the University CRM, Slate, and maintain procedural manuals to ensure operational efficiency, data accuracy, and information integrity. Act as a subject matter expert on system functionality and play a crucial role in the implementation of new systems by staying updated on developments in institutional research, evolving university objectives, and future programming requirements. - (Essential)
• 40% - Project Management and Leadership: Provide crucial support in the selection, interpretation, and execution of tasks related to projects. Deliver clear and concise project/status updates, ensuring effective communication. Offer leadership and guidance to CRM Analysts in addressing assessment, planning, and evaluation requirements, focusing on measurable progress and results. - (Essential)
• 20% - Collaboration and Training: Foster collaboration with various business units across campus to streamline process flows, assess impact, and develop cross-functional systems. Cultivate strong working relationships with business partners and internal teams to promote seamless coordination and innovation for processes. Manage trainings/workshops for campus stakeholders in navigating the CRM system for best practices. - (Essential)

Sponsorship: This position is not eligible for visa sponsorship.

Funding Source: Institutional

Open Until Filled: Yes