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Senior CRM Analyst

2 months ago

Kamloops, British Columbia, Canada Thompson Rivers University Full time
{"title": "CRM Systems Manager", "subtitle": "Thompson Rivers University", "content": "Job Summary

We are seeking a highly skilled CRM Systems Manager to join our team at Thompson Rivers University. The successful candidate will be responsible for supervising the CRM Analyst(s), co-op student(s), work-study student(s), and external contractor(s) by providing supervisory support, including guidance and feedback on projects, learning and development, and other tasks to enable the effectiveness of the team.

Key Responsibilities
  1. Provide system administration support to CRM and other core enterprise systems.
  2. Regularly engage in problem-solving in both a technical and non-technical sense at various levels of the university, such as with technical staff, managers, clients, and external partner organizations.
  3. Build, install, and customize new CRM applications and systems, maintaining and enhancing existing applications and systems.
  4. Develop packages, programs, and scripts supporting CRM and other Enterprise systems.
  5. Support standard reporting tools and create various reports to meet end-user requirements.
  6. Design and implement integrations between CRM, ERP, and other enterprise systems.
  7. Lead and conduct research, evaluation, and prototyping of new and innovative technologies.
  8. Recommend CRM and related systems strategies, methodology, programming directions, and architecture, and implementation paths for risk mitigation strategies.
  9. Lead development projects for CRM and other enterprise systems.
  10. Work closely with cross-functional teams to align CRM strategies with business objectives.
  11. Lead reviews of systems, application designs, implementation plans, and interfacing structures to ensure overall quality and conformance of information technology to industry and TRU standards as well as applicable legislations.
  12. Define operating standards, policies, and procedures for staff, contractor(s), and consultant(s) working in our technology environments or within institution-guided technology-orientated projects.
  13. Monitor and establish quality control guidelines, ensuring standards compliance and monitoring resource usage.
  14. Provide consultation, advice, and training to users of the institution's critical CRM systems and other Enterprise systems.
  15. Develop and deliver training materials, system documentation, and technical presentations for the purpose of demonstrating systems and training.
  16. Produce programming and systems documentation for existing systems and new implementations.
  17. Develop and process RFQ's and RFP's and evaluate proposals and quotes (servers and peripherals, quotes from contractors).
  18. Make business, cost, performance, and proposal recommendations regarding IT aspects to management.
  19. Review detailed IT specifications, schedules, and implementation plans that are produced by team member(s), contractor(s), service provider(s), and other university staff.
  20. Maintain currency of technical knowledge by training, cross-training, and researching.
Requirements
  • A Bachelor's degree in an Information Technology discipline such as Computer Science, Business Administration, or equivalent, plus a 1-year related certificate.
  • Seven years recent and related experience involving enterprise class CRM solutions, including:
    • Minimum 2 years' experience with API development and systems integration.
Skills and Abilities
  • Ability to deal with application systems user(s), coworker(s), and external vendor(s) with courtesy and tact.
  • Demonstrated ability to communicate effectively both verbally and in writing.
  • Demonstrated ability to plan and organize work.
  • Demonstrated ability to lead teams on operational and project tasks.
  • Demonstrated Ability to exercise independent action to make critical decisions.
  • Ability to apply continuous mental effort for long periods of time.
  • Adaptability and willingness to learn new technologies and methodologies.
  • Demonstrated extensive knowledge and skill in CRM software.
  • Demonstrated ability to develop systems specifications.
  • Demonstrated knowledge of the Systems Development Life Cycle and respective methodologies.
  • Demonstrated knowledge and skill of reporting and business intelligence tools.
  • Demonstrated knowledge and skill of Data analysis.
  • Demonstrated knowledge of RDBMS such as Oracle and Microsoft database solutions.
  • Demonstrated knowledge of ERP and complex information systems.
  • Demonstrated knowledge and skill of software development.
Working Conditions
  • Sitting at desk and computer for long periods of time.
  • Visiting client locations.
  • General office condition.
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