REQUIRED MINIMUM QUALIFICATIONS:

High school diploma or equivalent and 3 years of related experience

PREFERRED QUALIFICATIONS:

Salesforce Administrator or Salesforce Developer Certification
Experience with CRM or Marketing Automation Tools
Project Management Experience or Certification
Experience in higher education

JOB DESCRIPTION:

The Office of Admissions at Iowa State University is seeking a Systems Analyst II – Customer Relationship Management (CRM) Administrator to join our Admissions Systems Team. The Office of Admissions fulfills Iowa State’s land-grant mission by attracting, recruiting, orienting, and enrolling a various group of new undergraduate students to meet the university’s enrollment targets. As CRM Administrator, you will support and advance the university’s recruitment efforts by assisting in the development of CRM strategy, creating complex communication flows across multiple channels, and maximizing the potential of Salesforce for prospective student engagement, event management, travel planning, and reporting. The ideal candidate is technically minded, detail-oriented, collaborative, innovative, and able to maintain composure and a sense of humor under tight deadlines and occasional high-stress projects.

ABOUT THE DEPARTMENT

The Office of Admissions at Iowa State University is dedicated to supporting prospective and current students through a wide range of services, outreach initiatives, and innovative programs. By joining our team, you will play a key role in shaping the future of the university by fostering an engaging and inclusive admissions process. You’ll become part of an organization that values leadership, integrity, hard work, collaboration, and a commitment to excellence and service. If you’re looking for an opportunity to make a significant impact, grow your career, and help shape the future of Iowa State University, this is the place and position for you!

MAIN DUTIES AND RESPONSIBILITIES

• Manage and administer the Admissions Salesforce instance.
• Work with CRM leadership to define and build user roles, security, and permissions.
• Configure data attributes, oversee system integrations, and participate in data governance including purging data per university guidelines.
• Develop system specifications including design, data structures, resource requirements, and cost estimates.
• Lead development projects, participate in development, manage additional resources, ensure successful testing, and oversee implementation.
• Create and maintain complex communication campaigns across email, mail, survey, phone, text, and web monitoring segments in collaboration with Admissions and campus partners.
• Develop queries, reports, and dashboards to support recruitment and business processes.
• Monitor Salesforce system updates to prepare and minimize disruptions.
• Build automation solutions using Salesforce features to support business requirements.
• Ensure data integrity through quality control of record changes and input validation.
• Review related projects for impacts or needed changes, integrate updates into supporting documents (e.g., SOPs, decision logs), and communicate requirements to the systems team.
• Create high- and low-level documentation, provide transition documents, and offer training and consultations to users.
• Serve as the primary contact for CRM support, collaborating across campus as needed.
• Develop and maintain strong professional relationships with staff in academic colleges and business units.
• Maintain a strong understanding of the Admissions process and provide feedback when collaborating on Salesforce functionality.
• Work with Salesforce and other CRM vendors to investigate support issues, test and deploy new functionality, and participate in initiatives.
• Diagnose and resolve technical service or system issues by analyzing causes and implementing solutions.
• Monitor systems and departmental tools to identify process gaps and proactively address problems.
• Lead implementation of identified process improvements.
• Create and update project documentation, provide training on new developments, and track project work in Jira.
• Communicate regularly with functional users and provide project status updates in team meetings.
• Support the Office of Admissions’ mission by assisting with recruitment efforts, answering student inquiries, helping with student visit days, and supporting events like orientation and Destination Iowa State.

EXAMPLE OF DUTIES

• Deploys, maintains, and troubleshoots systems infrastructure and services including email, storage, and identity and access management.
• Manages and monitors all installed systems and infrastructure ensuring the highest levels of systems and infrastructure availability.
• Collects and writes technical requirements for new systems.
• Analyzes and implements an emerging technology that affects Iowa State University campus-wide.
• Modifies, maintains, and updates complex software.
• Prepares and conducts system and programming tests which may require the interfacing of diverse hardware and software.
• Reviews potential applications and designs hardware/software interfaces.
• Implements best practices for scalability, supportability, ease of maintenance, and system performance.
• Assignments are generally of a difficult technical nature and may involve project leadership activities.