CRM Administrator

2 weeks ago

Hamilton, Canada McMaster University Full time

**Schedule**

Monday - Friday; 8:30 am to 4:30 pm

Hybrid Work Schedule

**Education Level**
Bachelor’s degree in Computer Science, Information Systems/Management or related field of study.

**Career Level**

Requires 4 years of relevant experience.

**Normal Hiring Range**

$37.88/hour - $47.60/hour

At McMaster University, our people are our most valuable asset. We strive to attract, develop, and retain talented faculty and staff, and to foster inclusive excellence which values the strengths, perspectives, and contributions of each individual. McMaster’s profile and stature has evolved to one of the top 80 universities in the world and we are recognized as Canada’s Most Research Intensive University. McMaster is also recognized as one of the top employers in the Hamilton/Niagara region and has been recognized as one of Canada’s Top Diversity employers for 2019-2022.

McMaster University is implementing Microsoft Dynamics 365 as its campus wide CRM platform which is identified as a key initiative in its IT Strategic Plan.

Enterprise Applications and Data Systems is part of University Technology Services (UTS) with a mission to provide exceptional customer service and a high level of support to the McMaster community. Our goal is to ensure transparency, innovation and accountability in service delivery and support. The Enterprise Applications team supports the University's IT Strategic Vision of a connected community, delivering a seamless foundation of core and transformative information technologies and services, accelerating our teaching, learning and research mission.

**About the position**

Responsible for bridging CRM business systems with the university’s academic faculties and administrative department’s needs. Responsible for managing and optimizing the Dynamics CRM and other ancillary tools. In addition, this role will also act as support to leadership, marketing, university faculties and administrative departments with metrics, reports and dashboards. This role is a key player and liaison, maintaining and improving business process best practices, acting as an internal champion for CRM, identifying, recommending, and implementing continuous improvements to build-out company performance. This role will support the University's growth strategy to ensure the analytics and system functionality meets requirements for marketing, recruitment, academic faculties, University administrative departments and University leadership.
- Act as an on-site project manager, responsible for identifying, initiating and managing CRM projects from inception to completion.
- Develop strategic plans for the implementation and adoption of CRM to deliver maximum value to the institution.
- Provide expertise and practical assistance in delivering services that comply with established standards.
- Plan and manage CRM support and system enhancement tasks that span user communities, technical support departments and across the CRM system domain.
- Lead business users in the management of completing CRM system change priorities, enabling prioritization and implementation of users’ needs.
- Develop recommendations that improve the user experience, ensuring a common view of system use and increases user acceptance (i.e., CRM business process improvements, CRM system configuration modifications, data metrics).
- Lead and work collaboratively with business users to implement process improvements.
- Serve as point of escalation for advanced, complex CRM platform issues for users seeking advanced level technical assistance, providing specialized technical assistance and support by responding to incoming queries and issues from end-users and/or technical staff regarding Dynamics 365 CRM system and reporting issues.
- Lead and work collaboratively with stakeholders to ensure faculties and departments are onboarded effectively with mínimal disruption to the platforms.
- Create guidelines and procedures for CRM-related functions and responsible for maintaining systems documentation for CRM system.
- Develop and maintain a campus wide information architecture model to ensure effective integration between systems.
- Perform advanced levels of analysis, problem solving and research to formulate solutions to complex business needs.
- Manage CRM system access, configure security groups, roles and teams and act as primary server contact.
- Manage and maintain full administrative control of the CRM database, including user control, deletion control, customization and user support.
- Build and configure CRM forms, views, dashboards, reports, workflows.
- Research and learn about new CRM functions and features and prepare plans and recommendations to leadership, in collaboration with IT colleagues and outside vendors.
- Participate in the development of capital project charters and cost justifications.
- Liaise with product vendors to negotiate, manage and review CRM software licenses and vendor contracts.
- Write, maintain and s

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