Position Overview

The CRM Administrator is responsible for, but not limited to the management of the Customer Relationship Management (CRM) System. The incumbent will contribute to the strategic direction of the system’s roadmap; design and implementation of effective and efficient business processes and provides system solutions to ensure the product’s ongoing contribution to the University’s objectives. The incumbent maintains existing system configurations, applies patches and version upgrades as required, ensures data integrity and security is maintained and participates in the implementation of new features and associated systems.

The CRM Administrator trains staff on use and functions, and mentors and supports team members as needed to develop and improve knowledge and processes.

Division of Student Life

The Division of Student Life is responsible for the overall strategy in relation to learning and teaching, academic quality, student services, careers and counselling, equity and library and information services at JCU. The Division plays a critical role in working with and across the Colleges and Divisions at JCU and also works in collaboration with the Provost Office in driving and meeting the University’s objectives and Strategic Intent. The Division Student Life oversees a large component of the student experience within James Cook University. 

The Division includes the Learning, Teaching and Student Engagement Directorate, Library and Information Services Directorate, and the Student Services Directorate.

Student Services Directorate

The Student Services Directorate provides academic, administrative and student support services to the University community and is responsible for a large component of the non-academic domestic and international student experience at JCU. The Directorate plays a pivotal role in relation to the student experience, the ability of the University to meet its enrolment and financial targets and the reputation of the University.

Organisational Charts

James Cook University  

Division of Academic and Student Life

Student Services Directorate

Principal Accountabilities

1. Provide knowledge and technical expertise in the support of users, including liaison with users to identify and analyse business requirements; design and recommend effective solutions for issues; provide timely advice; assist clients in areas of user technique, operational troubleshooting, and capabilities, and improvement projects.
2. Lead and coordinate a team of professionals responsible for the prompt and accurate provision of the CRM, including the development of test plans, coordination of training modules and self-help documentation.
3. Design, propose and review effective functional solutions that meet the ongoing requirements of the University’s business practices, including evaluating potential improvements of business needs and practices; overseeing and participating in detailed analysis of user requirements; creating solution designs and specifications addressing user functional requirements.
4. Evaluate software upgrades based on impact to existing business processes, develop and modify existing business processes as a result of the upgrade. 
5. Actively participate in the planning and implementation of system changes including budgeting time and resources, scheduling and engaging with ICT and other sections of the wider University community impacted by the systems.
6. Ensure that best practice CRM business processes are configured and deployed across the University so that effective relationships management is embedded in interactions with future and current students. 
7. Contribute to the development of a CRM product roadmap by engaging with senior management to align the use of the product with the University and Directorate Strategic Plans and engaging with industry and product user groups to keep abreast of trends and ensure the best value is delivered through the product’s features. 
8. Provide effective management and decision making of consultants, including performance assessment to ensure they contribute to a culture of high performance, customer service, teamwork and continuous improvement.
9. Support the University's commitment to the principles of reconciliation, which exemplify respect for Aboriginal and Torres Strait Islander heritage and the valuing of justice and equity for all Australians.
10. Demonstrate a commitment to the University values.
11. Support the principles of the TropEco program and engage in commitment to JCU sustainability goals and objectives.

Descriptors

There are generic responsibilities that apply to all James Cook University staff.

Your specific level descriptor can be found at:

Professional and Technical

Level 8

Generic Accountabilities

There are generic responsibilities that apply to all James Cook University staff.  

1. The CRM Administrator is required to observe the lawful and reasonable directions, policies and decisions of the University Council, understand and comply with the Enterprise Agreement, the Statutes and Rules of the University, the policies and decisions of the University Council and other appropriate University authorities, as in force from time to time.
2. The CRM Administrator is required to demonstrate a personal commitment to ensure personal safety and the safety of others and contribute to the continuous improvement of our WHS performance. This includes the effective implementation and compliance with James Cook University WHS policies, procedures and safe systems of work, together with all relevant legislation, duties and obligations. Contribute to the continuous improvement of our WHS performance. 
3. The CRM Administrator is required to exercise proper discretion in all matters affecting the well-being of the University which involve public writing or speaking in accordance with the University’s Code of Conduct.

Selection Criteria

Selection and appointments will be assessed against selection criteria.

Essential

1. Postgraduate qualification or progress towards a postgraduate qualification in a business related area; or extensive knowledge and experience with a project lifecycle and business analysis techniques and processes or an equivalent combination of relevant experience and/or education and/or training. 
2. Demonstrated detailed knowledge and experience in Customer Relationship Management systems and business process re-engineering and demonstrated capacity to undertake complex analysis related to information systems. 
3. Demonstrated excellent organisational and time management skills with the ability to organise workflow, meet deadlines and respond to changing priorities.
4. Demonstrated high level oral and written communication skills with proven ability in negotiation, interpersonal communication and delivery of training and presentations.
5. Demonstrated high level analytical and problem solving skills, a capacity to deal with complex system-related issues and proven ability for innovation to achieve objectives in redesign of business processes.
6. Demonstrated software testing experience in an enterprise environment and the associated management of testing outcomes.
7. Demonstrated experience to effectively manage a team of technical consultants including performance assessment and change management to ensure results consistent with strategic and operational goals.

Desirable

1. Familiarity with Student Management systems in the higher education sector.
2. Basic knowledge of database principles and SQL scripting.