Senior Program Success Analyst, Ecomm

Who We Are:

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses. Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty. Learn more about CU System Administration.

University Information Services (UIS) provides technical services and enterprise applications to the University of Colorado's (CU) four campuses and the Office of the President. UIS is committed to excellence in customer service, technical expertise, and the development of enterprise applications responsible for supporting CU's students, faculty, staff, and others. Learn more about UIS values and culture here.

Position Summary:

The Sr. Program Success Analyst is responsible for CRM services and products for CU-wide, enterprise CRM implementations, as determined by University leadership. This position is accountable for strategy, roadmaps, and the delivery of a single service for CRM products, including but not limited to Recruiting and Admissions, Student Success, Marketing and Recruitment, Communications, or Business Operations. This position has project management responsibilities, performs and supports business analysis, supports ongoing operations, acts as the functional domain expert, leads the customer relationship while also serving as the voice of the customer in development operations.

This position reports to the Program Success Manager of CRM and is exempt from the State of Colorado Classified System.

Where You Will Work:

Remote - this role is eligible to work remotely within the United States.

Diversity and Equity:

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ community and all veterans.

Duties & Responsibilities:

Duties and responsibilities of the position include, but are not limited to:

Business Process & Customer Relationships

• Serve as the owner of CU's Salesforce-based electronic communication org and associated email marketing (Marketing Cloud) and event management (Cvent) applications

• Play a strong leadership role in advancing eComm's mission across the university while ensuring strategic alignment with broader CRM initiatives

• Guide cross-campus eComm specialists on program development, vision, roadmap, day-to-day user support, and policy development

• Develop and run business processes including a tiered support model to ensure that eComm's 300 users can use application functionality as expected daily

• Conduct and engage in strategic planning by collecting information, creating project roadmaps, and communicating plans to advance the customer strategy for one customer segment in specialized business functioning as a domain authority (electronic communication and event management, recruiting and admissions, student success, marketing and recruitment, or business operations).

• Support business processes by conducting thorough analysis and designing enhancements, assessing the feasibility of proposed improvements and changes to capitalize on business opportunities while mitigating business and institutional risks.

• Inform university policies related to enterprise-wide communication in conjunction with the Director of CRM

• Prioritize requirements and handles the backlog of development work for electronic communication support.

• Gather and document customer requirements, craft compelling user stories, and organize these stories to align with customer features and the roadmap, all while effectively handling scope with the customers.

• Address customer needs and enhance capabilities and effectiveness by ensuring that proposed solutions are understood and appropriately implemented.

• Manage customer facing communication, including but not limited to: weekly status reporting, roadmaps, incident management, release notes, change and feature notifications, enablement and training

• Intake, groom, organize, and prioritize CRM work with key partner involvement as appropriate. Collaborate daily with the Digital Marketing Manager and support the Assistant Director of CRM with prioritization tasks as needed.

• Contribute to CRM projects and initiatives, particularly focusing on electronic communications, by participating in discovery, scoping, crafting user stories, and creating technical documentation.

• Create, manage, and deliver regular programmatic communications to users and partners, addressing strategy, goals, current issues, and relevant news.

• Assess user-submitted tickets to figure out the appropriate routing or resolution.

• Effectively handle ongoing requests from CU's constituents, including updating contact information and processing email opt-out requests.

Application Design, Management, & Testing

• Stay abreast of emerging technologies, continuously evaluating their potential impacts and opportunities for adoption.

• Analyzes application patch/upgrade release notes, compare reports, and impact analyses.

• Partner with development teams on solution designs

• Understand CRM product suite, marketing automation, product capabilities and possess ability to apply those capabilities to the customer business

• In conjunction with development teams, develop and support processes for release management and documentation

• Work in close collaboration with the digital marketing team in implementing digital engagement and drip campaign efforts.

• Analyzes workflows, identify bottlenecks, inefficiencies, and areas for improvement

• Recommend process enhancements and automation opportunities to optimize productivity

• Continuously supervise system performance and collaborate closely with the Senior Salesforce Administrator and Senior CRM Data Quality Analyst to ensure the integrity of data is maintained at all times.

• Manage testing by defining test conditions, creating and conducting test cases and scripts, and analyzing test activities and results, including regression testing, coordinating user acceptance testing, or other functional testing as needed

• Identify configuration items requiring management, tracking, and auditing, and establish processes to maintain secure, consistent, and verifiable configurations.

• Proactively anticipate, investigate, and resolve problems and incidents, ensuring thorough documentation and tracking. Provide issue resolution and support for after-hours incidents as needed.

What We Offer:

Salary: The anticipated hiring range has been established at $85,000 - $94,000.

CU System Administration takes into consideration a combination of the selected candidate's education, training and experience as it relates to the position, as well as the position's scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees.

Benefits: With our unparalleled range of benefits, including top-notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work-life balance, we ensure your holistic growth and happiness.

• No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.

• Disability, Life, Vision Insurance options.

• Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.

• Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.

• Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.

• 4 weeks of parental leave to adjust to the joys of parenthood.

• A tuition benefit program for you and/or your dependents.

• Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.

• Many additional perks & programs with the CU Advantage.

Additional taxable fringe benefits may be available.

For more information on benefits programs, please review our Comprehensive Benefits Guide.

Access our Total Compensation Calculator to see what your total rewards could be at CU. (This position is a University Staff position)

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications. You must meet all minimum requirements listed at the time of application to be considered for this role.

• Bachelor's degree from and accredited institution of higher education, OR equivalent professional experience (professional experience may be substituted for the educational requirement on a year-for-year basis)

• Three (3) years' equivalent experience as Product Owner, Business Analyst, or equivalent role, including:

• Working with application development teams

• Facilitating meetings with campus staff

• Analyzing business processes and standard methodologies

• Experience in the following:

• Managing a program in a Higher Education environment

• Salesforce

• Marketing automation and event management technology

• Willing to work on-call and after hours, as needed

Preferred Qualifications:

• Bachelor's or post-baccalaureate degree from an accredited institution of higher education in computer science, computer engineering, information systems, information technology, or field of study related to the work performed

• Five (5) years' equivalent experience as listed above

• Experience in the following:

• Integrating enterprise student systems to 3rd party applications

• Agile methodologies

• Project management and/or business analysis certifications (e.g., Project Management Professional, Certified Business Analysis Professional, etc.)

Knowledge, Skills, and Abilities:

To be successful in this position, employees will need to know the following:

• Knowledge of information technology service management (ITSM) principles and standard methodologies

• Knowledge of Accessibility, Universal Design, and/or User Experience Design standards and standard methodologies

• Ability to learn and work with CU's catalogue of student application products and services

• Oral, written, and listening communication skills to accurately interpret what others are saying and convey messages, information, concepts, and details accurately and clearly

• Negotiation skills to listen, build rapport, solve problems, make decisions, be outspoken, and deal with difficult situations with partners and vendors

• Collaboration and networking skills to work with others from different areas and backgrounds to reach a common goal by sharing knowledge and strategy and maintaining constant communication

• Digital literacy to use Microsoft Office programs (i.e. Word, Excel, Outlook, Teams, Visio, SharePoint, Project, etc.) and learn and experiment with new software and systems

• Project management and consulting skills to organize data and materials, solve problems, negotiate with others to reach a common objective, communicate information and changes, adapt to shifting priorities, and meet goals

• Ability to perform fit-gap analyses to identify required customizations versus delivered solutions

• Ability to think critically and analyze sophisticated requirements

• Ability to relay information to a team of external partners, both technical and non-technical, to gain consensus on system updates and configurations

• Ability to prepare and present information effectively, clearly, and concisely

• Ability to work in an environment with multiple technology infrastructures

• Ability to effect and influence change through a collaborative and inclusive style

• Ability to work closely and effectively with a diverse group of administrators in a variety of settings and activities, including normal daily operations and projects

• Organizational skills to set and meet goals, manage appointments, create schedules, coordinate and facilitate meetings, and make decisions

• Ability to work under stress and in an environment with competing priorities

• Ability to navigate a sophisticated political environment

• Ability to work multi-functionally with varied colleagues across multiple campuses and units

• Ability to manage multiple concurrent and competing tasks and responsibilities, and adapt to changing priorities while maintaining personal effectiveness

• Ability to prioritize work, meet goals, and stay on task when completing special projects and daily assignments

• Ability to work independently with minimal direction and reliable professional judgment, as well as with a team to achieve desired results

• Ability to prioritize and focus on activities that have the greatest impact on meeting work commitments

How to Apply:

For full consideration, please attach the following as separate documents to your application:

• A cover letter identifying the job specific minimum qualifications you possess
• A resume including any and all relevant experience to be accurately assessed against the qualifications listed in the posting.

Please ensure you check the "Job Specific Attachments" box next to each document on the "Required Documents" page of the application for the appropriate documents to be attached.

When to Apply:

For full consideration completed applications must be submitted by July 11, 2024. Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position.

Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.

Sponsorship Statement:

We are unable to sponsor applicants for work visas for this position.

Background Check Statement:

The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial history, motor vehicle history and/or fingerprinting background check. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment.

ADA Statement:

We are committed to an inclusive and barrier-free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodations throughout the search process should contact the ADA Coordinator at: systemhr@cu.edu.