Summary/Objective

The CRM Analyst will be a critical member of a team responsible for supporting, configuring, testing and maintaining the enterprise Customer Relationship Management (CRM) systems (CRM Advise, CRM Recruit) based on Microsoft Dynamics CRM. This is a client facing role; the individual will work very closely with various business units including undergraduate and graduate enrollment offices, registrar’s office, various schools and academic units, and developers, to provide front line Tier 1 and Tier 2 technical support. The individual will also provide user training and communicate how to design effective processes within the university’s CRM solution.

Supervisory Responsibility

Work Environment

• Availability after-hours as needed

Position Type/Expected Hours of Work

• 35-Exempt
• Project Leader/Advisor B

Salary Range

• Commensurate with experience

Required Education and Experience

• Bachelor's degree with a program of study in Management Information Systems, Computer Science or a closely related field, or equivalent experience/training
• 2-4 years of relevant experience
• Microsoft Certified Solutions Associate or Developer certification
• Knowledge of the systems development lifecycle and Agile development methodologies
• Experience configuring Customer Relationship Management (CRM) systems
• Strong experience with business analysis, process analysis and mapping, and project management
• Excellent communication and analytical skills, as well as the ability to work effectively with all levels of stakeholders, both technical and non-technical

Preferred Education and Experience

• Master's degree with a program of study in Management Information Systems, Computer Science or a closely related field
• Project Management Professional (PMP) Certificate, or equivalent
• 4-6 years of relevant experience
• Experience with Microsoft Dynamics CRM
• Experience with Ellucian’s Enterprise Resource Planning (ERP) platforms, especially Colleague
• Experience with technology at a higher education institution

Additional Eligibility Qualifications

• Hiring offers for this position are contingent on successful completion of a background check

Current American University Employees:

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Contact Us:

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