CRM/system Specialist

3 months ago

London, Canada Western University Full time

**Classification & Regular Hours**:
Hours per Week: 35

Salary Grade: 14

Please note, this is a 1 year temporary full time contract opportunity.

**About Western**:
Since 1878, Western University has been committed to serving our communities through the pursuit of academic excellence and by providing students, faculty, and community members with life-long opportunities for intellectual, social, and cultural growth. We seek excellent students, faculty, and staff to join us in what has become known as the "Western Experience" - an opportunity to contribute to a better world through the development of new knowledge, new abilities, new connections, and new ways to make a difference.

**About Us**:
Western International’s mission is to direct and support the University's international strategy, while acting as a resource to faculties and departments across the Western community.

**Responsibilities**:
The CRM/System Specialist will play a vital role in managing the systems and software solutions that support Western International’s operational growth in alignment with Western University’s _Strategic Plan_ and _Global Engagement Strategy_. The CRM/System Specialist will elevate Western International’s system and software functionality, creating enhanced capacity to optimize resources and deliver a positive client support experience to users and other stakeholders. The role will be accountable for implementing, enhancing, supporting and maintaining two key systems in Western International: CRM (Salesforce) and the International Experience Portal (Atlas).

The CRM/System Specialist acts as liaison between users, vendors, other campus stakeholders and Western International, and will provide expertise in system optimization, data management, reporting, and client support across cross-functional teams. The role will work collaboratively with key stakeholders to develop training plans, business processes and SOPs; provide data management and reporting; and optimize system usage to achieve improved workflow and successful implementation of new features.

**Qualifications**:
**Education**:

- University degree in Computer Science, Software Engineering or related field
- Master’s Degree in Computer Science, Software Engineering or related field preferred
- Specialized training in Salesforce/Atlas preferred
- PeopleSoft training would be an asset

**Experience**:

- 3 years’ experience working in Information Technology or with Customer Relations Management systems in a large diverse environment
- Project management, business analysis and client management experience
- Experience working in a post-secondary or research environment preferred
- Experience with Salesforce support and administration would be an asset
- Experience with Atlas support and administration is preferred
- Experience with PeopleSoft Student Centre module would be an asset

Knowledge, Skills & Abilities:

- Project management skills, with an ability to identify goals, outcomes, milestones and strategies
- Extensive technical knowledge in key areas of support which may include: CRM/system administration, software/system implementation, reporting and analytics, and/or IT project management
- Strong verbal and written communication skills to translate information into easily understood terms, summarize information and to write clear and concise procedural documentation for technical and non-technical users
- Demonstrated critical thinking skills to analyze problems and collect information to recommend the best solution
- Ability to multi-task, and handle urgent interruptions with high level of professionalism
- Ability and willingness to employ a consultative and collaborative approach to addressing issues and making decisions
- Ability to manage changing requirements and competing demands by effectively prioritizing and re-prioritizing work
- Strong client service skills to handle inquiries and resolve issues in a professional and timely manner, with a desire to deliver helpful and reliable service to Western International staff, partners and clients
- Detail-oriented with an ability to function and process information with high levels of accuracy
- Organizational skills to manage multiple assignments that are accurate and thorough, sometimes of a complex nature or involving competing priorities, with the proven ability to successfully complete projects of varying magnitude and complexity
- Ability to discern needs and expectations in order to provide accurate and appropriate guidance and support
- Strong record of teamwork, with an ability to work independently and collaboratively to achieve department goals
- Ability to interact professionally with students, staff, faculty, and other members of the University community

**Western Values Diversity**:
**Please Note**:
We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

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