CRM Business Systems Analyst

Position Summary:

Virginia Commonwealth University's Office of Admissions CRM Business Systems Analyst assists with the implementation, development, and system administration of the Slate Customer Relationship Management system. This position will have a special focus on providing lead technical support for graduate education within the CRM. Responsibilities include supporting the final phases of implementation, acting as a technical resource and trainer to campus partners, executing day-to-day operations within the system, recommending approaches to design, creating ad-hoc queries and custom reports, maintaining data accuracy, providing support for recruitment events, reporting conversion data for various activities, creating processes for data collection, and developing thoughtful analysis in response to questions raised on trends, effectiveness, and correlations.

Core Responsibilities:

CRM Development, Implementation, and Management (75%)

• Serve as primary contact for external consultants for the building and integration of Slate implementations.

• Assist in the development, management, and deployment of Slate workflows (rules, decisions, dashboards, campaigns, and messages) to ensure consistent processes across the university.

• Build fields and prompts, source formats, queries, and many other pieces in Slate to support efforts for Admissions Operations, Recruitment, and Communications.

• Collaborate with directors and departments who admit applicants to implement and improve business practices by leveraging Slate technology.

• Create queries, reports, and data extracts for admissions processes and analytical purposes. Fulfill ad hoc requests by admissions staff.

• Build and maintain custom portals for use by admissions staff, prospective students, and applicants, as well as external college/school stakeholders.

• Serve as first-level support for all concerns related to Slate raised by staff, collecting necessary details and triaging the requests for the team, including first-level diagnostics.

• Take the lead in implementing, setting up, and managing the applications.

• Work closely with the Associate Director of Technology and the rest of the Technology Team to ensure the efficient use of technology in the processing of applications for admission, including exports from Slate to Banner as well as Banner to Slate.

• Fully document the Slate configuration and related integration, including, but not limited to, data mapping, requirements, architecture diagrams, environment setup, standard policies and procedures, best practices, troubleshooting, and all specific information related to ongoing support and maintenance of the systems.

• Coordinate with external vendors for list imports and configure imports to meet user requirements.

Enrollment Analytics and Reporting (10%)

• Analyze data and metrics and identify meaningful insights and trends from marketing campaigns and activities.

• Build dashboards to support admissions and enrollment.

• Work as part of a team to develop an analysis and reporting plan to encompass recruitment and admissions activities, enrollment analysis, and effectiveness of various marketing efforts.

• Respond to ad-hoc information requests, including internal and external requests integrating ODS and Slate data.

CRM Training and Outreach (10%)

• Create and deliver end-user training and documentation and develop ongoing assessment processes to ensure consistent use of Slate across the University.

• Stay up-to-date on changes with the Slate CRM, including monitoring new features and communicating those new opportunities to SEM stakeholders.

• Collaborate with colleagues across the university to maximize the CRM's potential.

Other Duties as assigned (5%)

Minimum Hiring Standards:

• Bachelor's degree in computer science, business, statistics, decision analytics, or a related field that includes coursework in statistics or equivalent combination of training or experience.

• One year of experience with CRM applications (Slate preferred).

• Experience with querying, extracting, and transforming data.

• General understanding of database operations and administration.

• Ability to work productively in highly collaborative environments that maximize autonomy and decision-making.

• Proficiency with Microsoft Office (Word, Excel, Access).

• Excellent written and oral communication skills.

• Ability to prioritize and handle multiple deadlines and projects.

• Ability to work some evenings and weekends as well required hours over the university's winter break.

• Demonstrated experience working in and fostering a diverse faculty, staff, and student environment or commitment to do so as a staff member at VCU.

Preferred Qualifications

• Completed or in progress Master's degree in computer science, business, statistics, decision analytics, or related field.

• Experience working with Slate in a higher education environment.

• Experience implementing a CRM solution.

• Experience in at least one software reporting or statistical package such as SAS or SPSS.

• Experience working with Oracle or Microsoft SQL Server databases.

• Proven record of successfully managing projects, working independently, analyzing data, and meeting deadlines. Experience working with Online programs is a plus.

• Service orientation, commitment to excellence, and professional growth.

Other Position Details:

• This is an internal posting only open to current VCU employees.

• This position will be 100% remote, with availability for on-campus work if needed.

Position Number: 585400

Position Title: CRM Business Systems Analyst

Department: 1446 Admissions Operations

Role Code: 24241 IT Systems Analyst 1

Position Type: Exempt

Salary: Up to $65,000

ORP Eligible?: No

Open Date: 3/21/24

Close Date: 3/28/24 at 7PM