CRM Analyst

DUTIES

The CRM Analyst plays a crucial role in ensuring the smooth operation and support of TRU’s information technology infrastructure. Reporting to the Associate Director, Enterprise Systems, this position focuses on delivering exceptional service and support for TRU’s Customer Relationships Management (CRM) systems and various aspects of other Enterprise systems.

MAJOR DUTIES & RESPONSIBILITIES

1. 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.
2. 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.
3. Designs and implements integrations between CRM, ERP, and other enterprise systems.
4. 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.
5. Contributes development projects for CRM and other enterprise systems.
6. Works closely with cross-functional teams and business units to align CRM strategies with business objectives.
7. Conducts 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.
8. Develops 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.
9. Provides consultation, advice, and training to users of the institution’s critical CRM systems and other Enterprise systems.
10. Develops and delivers training materials, system documentation and technical presentations for the purpose of demonstrating systems and training.
11. Produces programming and systems documentation for existing systems and new implementations.
12. Maintains currency of technical knowledge by training, cross-training and researching.

REPORTS TO
Associate Director, Enterprise Systems

QUALIFICATIONS

EDUCATION:

• A Bachelor’s degree in an Information Technology discipline such as Computer Science, Business Administration, or equivalent

EXPERIENCE:

• Four years recent and related experience

SKILLS, KNOWLEDGE OR ABILITIES RELATED TO THE JOB

• 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
• Knowledge and skill in software development
• Knowledge of ERP and complex information systems
• Demonstrated proficiency in CRM software
• Ability to deal with users, coworkers and external vendors with courtesy, discretion and tact; dealing with difficult situations appropriately
• Ability to communicate effectively both verbally and in writing
• Ability to plan and organize work
• Ability to exercise considerable independent action
• Ability to apply continuous mental effort for long periods of time
• Demonstrated ability to develop systems specifications
• Adaptability and willingness to learn new technologies and methodologies

WORKING CONDITIONS

• Sitting at a desk and computer for long periods of time
• Visiting client locations
• General office condition