Lead CRM Systems Analyst

1 month ago

Kamloops, British Columbia, Canada Thompson Rivers University Full time
KEY RESPONSIBILITIES
  1. Oversees the activities of CRM Analysts, student interns, and external contractors, providing essential support, guidance, and constructive feedback to enhance team performance.
  2. Administers CRM and other critical enterprise systems, engaging in both technical and non-technical problem-solving across various levels of the organization, including collaboration with technical personnel, management, clients, and external partners.
  3. Develops, customizes, and maintains CRM applications and systems, creating packages, programs, and scripts to support CRM and other enterprise systems. Responsible for standard reporting tools and generating diverse reports to fulfill user requirements.
  4. Designs and implements integrations between CRM, ERP, and other enterprise systems to ensure seamless operations.
  5. Conducts research and evaluation of innovative technologies, recommending strategies, methodologies, programming directions, and implementation paths to mitigate risks associated with CRM and related systems.
  6. Leads development initiatives for CRM and other enterprise systems, collaborating closely with cross-functional teams to align CRM strategies with overarching business goals.
  7. Reviews system designs, implementation plans, and interfacing structures to ensure compliance with industry standards and regulations.
  8. Establishes operational standards, policies, and procedures for staff, contractors, and consultants involved in technology projects, ensuring quality control and resource management.
  9. Provides expert consultation, advice, and training to users of the institution's critical CRM and enterprise systems.
  10. Creates and delivers training materials, system documentation, and technical presentations to demonstrate systems and facilitate user training.
  11. Produces comprehensive programming and systems documentation for both existing and new implementations.
  12. Manages the development and processing of RFQs and RFPs, evaluating proposals and quotes from contractors and making informed recommendations regarding IT aspects to management.
  13. Reviews detailed IT specifications, schedules, and implementation plans produced by team members and external partners.
  14. Maintains up-to-date technical knowledge through ongoing training, cross-training, and research.

REPORTING STRUCTURE
Reports to the Associate Director of Enterprise Systems.

EDUCATIONAL REQUIREMENTS

  • Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field, along with a relevant 1-year certificate.

EXPERIENCE REQUIREMENTS

  • A minimum of seven years of recent experience with enterprise-level CRM solutions, including at least two years of experience in API development and systems integration.

SKILLS AND COMPETENCIES

  • Strong interpersonal skills to interact with users, colleagues, and external vendors with professionalism.
  • Effective verbal and written communication skills.
  • Proven ability to plan and organize work efficiently.
  • Demonstrated leadership skills in managing operational and project tasks.
  • Ability to make critical decisions independently.
  • Capacity for sustained mental effort over extended periods.
  • Willingness to adapt and learn new technologies and methodologies.
  • Extensive knowledge and proficiency in CRM software.
  • Ability to develop comprehensive systems specifications.
  • Familiarity with the Systems Development Life Cycle and associated methodologies.
  • Proficiency in reporting and business intelligence tools.
  • Strong data analysis skills.
  • Knowledge of RDBMS, including Oracle and Microsoft database solutions.
  • Understanding of ERP systems and complex information systems.
  • Proficient in software development practices.

WORKING ENVIRONMENT

  • Extended periods of sitting at a desk and computer.
  • Occasional visits to client locations.
  • General office environment.

The salary for this position is determined by the Collective Agreement with the Canadian Union of Public Employees, Local 4879.

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