Senior CRM Analyst

at  Thompson Rivers University

The Senior CRM Analyst plays a crucial role in ensuring the smooth operation and support of TRU’s information technology infrastructure to achieve the department’s goals. Reporting to the Associate Director, Enterprise Systems, this position supervises a team of professionals and provides technological leadership in architecture and design, ensuring service delivery of TRU’s Customer Relationship Management (CRM) systems and is responsible for various aspects of other Enterprise systems.

EDUCATION:

• A Bachelor’s degree in an Information Technology discipline such as Computer Science, Business Administration, or equivalent, plus a 1-year related certificate

EXPERIENCE:

• Seven years recent and related experience involving enterprise class CRM solutions, including:
• Minimum 2 years’ experience with API development and systems integration

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• 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

• Supervises 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.
• Provides system administration support to CRM and other core enterprise systems. Regularly engages 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.
• Builds, installs and customizes new CRM applications and systems, maintaining and enhancing existing applications and systems. Develops packages, programs, and scripts supporting CRM and other Enterprise systems. Supports standard reporting tools and creates various reports to meet end-user requirements.
• Designs and implements integrations between CRM, ERP and other enterprise systems.
• Leads and conducts research, evaluation and prototyping of new and innovative technologies. Recommends CRM and related systems strategies, methodology, programming directions and architecture, and implementation paths for risk mitigation strategies.
• Leads development projects for CRM and other enterprise systems. Works closely with cross-functional teams to align CRM strategies with business objectives.
• Leads 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.
• Defines operating standards, policies and procedures for staff, contractor(s) and consultant(s) working in our technology environments or within institution-guided technology-orientated projects. Monitoring and establishing quality control guidelines, ensuring standards compliance and monitoring resource usage.
• Provides consultation, advice and training to users of the institution’s critical CRM systems and other Enterprise systems.
• Develops and delivers training materials, system documentation and technical presentations for the purpose of demonstrating systems and training.
• Produces programming and systems documentation for existing systems and new implementations.
• Develops and processes RFQ’s and RFP’s and evaluates proposals and quotes (e.g. CRM systems software, servers and peripherals, quotes from contractors). Makes business, cost, performance and proposal recommendations regarding IT aspects to management.
• Reviews detailed IT specifications, schedules and implementation plans that are produced by team member(s), contractor(s), service provider(s) and other university staff.
• Maintains currency of technical knowledge by training, cross-training and researching.