CRM Business Specialist

5 months ago

Oshawa, Canada Durham College Full time

**About Durham College**:
Durham College (DC) is a leading post-secondary institution that supports students to develop career-ready skills for the ever-changing job market. With a focus on experiential learning, led by expert faculty, through field placements, applied research, co-ops and other hands-on opportunities, DC grads are known for having the skills and knowledge they need to adapt to the ever-changing workforce.

A leader in innovative teaching and learning, Durham College offers a wide range of market-driven programs across multiple disciplines, including culinary management, farming and horticulture, business, IT, construction and trades, science and technology, health care, engineering, social and community services, media, art and design.

Our modern campuses in Oshawa and Whitby offer 145 programs - including six honours bachelor’s degrees and 11 apprenticeship programs - to more than 13,700 full-time post-secondary and 2,300 apprenticeship students. In addition, more than 14,600 students participate in professional and part-time learning. More than 110,500 alumni represent the college, both locally and around the world.

A forward-looking organization committed to collaboration, innovation and sustainability, Durham College is ranked annually as one of the GTA’s Top 100 employers and one of Canada’s Greenest Employers and has been recognized as a Top 50 Research College in Canada, 10 times.

DC has an estimated annual economic impact of more than $913 million on Durham Region and is proud to be an active and engaged member of the communities we serve by contributing resources and expertise to enhance social and economic well-being through partnerships, investments and collaboration.

**POSITION INFORMATION**:
Full-time Support Staff Position Opportunity
Department: Reporting and Student Systems
Hours: 35 hours per week (1) one hour lunch; Mon - Fri (8:30 am - 4:30 pm; one evening shift)
Reporting To: Robert Wynter, CRM Solutions Manager
Campus Location: Oshawa

**DUTIES AND RESPONSIBILITIES**:
The CRM (Communications Relationship Management) Business Specialist is responsible for managing Salesforce-related systems within the College’s CRM platform including but not limited to Sales Cloud and Marketing Cloud. The incumbent works within the Office of the Registrar and closely with stakeholders such as International, and Communication and Marketing to create communication campaigns, design forms, implement solutions, create documentation and provide training. The specialist along with CRM solutions manager plays a key role in determining future system integrations and enhancements.

Additionally, the incumbent will perform Business Analysis duties such as analyzing business processes, gathering requirements, documenting requirements, testing solutions and managing projects.

The incumbent keeps up to date on emerging technologies related to CRM solutions for higher education. The incumbent must be able to demonstrate new technologies to other departments and advises on the college’s CRM strategy.

**Business Analysis and Project Management**:

- Work with stakeholders to understand business needs, and objectives, document requirements, translating into best practice, and work with CRM team to develop scalable solutions with a focus on delivering an exceptional user experience.
- Document and analyze current business processes and workflows. Identify areas for improvement and propose new solutions.
- Assist in managing CRM-related projects, ensuring they are delivered on time and within scope.

**CRM configuration**:

- Setting project/implementation standards and constraints within the boundaries of College policies and departmental standards.
- Assist in implementing solutions. Function as backup for CRM Solutions Specialist
- Assist with setup/deactivation, roles, profiles, permissions, public groups, organization wide defaults (OWD), and sharing rules.
- Implementing Salesforce configuration changes, including (but not limited to): Workflow, Process Builder, Flow, assignment rules, approval processes, fields, page layouts, record types, dynamic layouts, apps, actions, custom settings, mobile administration, dashboards, and reports.

**CRM strategy**:
Assist CRM solutions manager in developing and managing CRM strategy for the college.

**Customer support**:

- Document and manage CRM related procedures
- Develop training documents and deliver training to end-users.
- Troubleshoot issues and provide customer support.
- Escalate issues to ITS Salesforce.

**QUALIFICATIONS**:

- A minimum of a 3-year diploma/degree in Computer Science, Information Systems, Business or other related fields.
- A minimum of 3 years of work experience in Business Analysis and Project Management
- Minimum 3 years of experience in analysis and programming with a primary emphasis on systems analysis.
- Salesforce CRM experience with a high degree of proficiency with Sales Cloud and Marketing platforms is a

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