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CRM Support Analyst

George Mason University
Fairfax, VA
Commensurate with education and experience
Closing date
Mar 9, 2023

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Job Details

CRM Support AnalystThe George Mason University Division for Enrollment Management invites applications for a CRM Support Analyst. George Mason University has a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff, and strongly encourages candidates to apply who will enrich Mason's academic and culturally inclusive environment.About the Department:The Division for Enrollment Management supports core elements of the Mason strategic plan related to enrollment; new student enrollment strategy, retention, and graduation. The mission of the Division for Enrollment Management at George Mason University is to foster student success by connecting students and families to resources that open doors to a world-class education and the opportunities fundamental to the Mason student experience. The division strives to provide quality, timely, and efficient student service from recruitment through graduation and to collaborate with members of the Mason community in support of the University vision and strategic plan.About the Position:The CRM Support Analyst position is a key member of the Enrollment Management division and is responsible for developing and executing strategic adoption training programs for users of our key CRM system within the Enrollment Division. In addition to leading the training and adoption efforts for a large and diverse user base, the CRM Support Analyst leads the documentation effort for all training and adoption resources for the Enrollment Division's CRM usage. The CRM Support Analyst must understand CRMs and their capabilities.The CRM Support Analyst reports to the Salesforce Communications Manager, and is a member of the team responsible for day to day support and maintenance of Mason's CRM platform, along with a connection to the partner offices in the division such as Admissions, Financial Aid, and the Mason Student Services Center. Further, this role provides support to other users of Mason's CRM platform, including ADVANCE, Orientation, and other areas of University Life. This role collaborates with ITS staff, client stakeholders and end users to support an understanding of the CRM operations and usage. The CRM Support Analyst is a creative thinker, has intellectual curiosity and a competitive spirit, bringing innovation and excellence to this key role.Responsibilities:Create custom training programs to support current Mason's enrollment focused CRM processes, as well as, new processes being developed within the division. Establish and implement best-practice procedures/training for customers and internal staff to ensure consistent usage and data integrity. Develop a detailed understanding of the Salesforce core application, as well as a general understanding of connected tools.Develop documentation to afford system users with an in-depth understanding of the available tools and processes available within the Salesforce environment. Determine an efficient and accessible sharing model for documentation. Keep abreast of new Salesforce features and functionality in order to provide recommendations for operational improvements. Work with divisional teams to develop and maintain a train the trainer model. Perform various other duties, some of a supervisory nature, as deemed appropriate by the employee's supervisor or his/her superiors.Required Qualifications:Bachelor's degree or equivalent combination of education and experience;Experience creating and managing training (2-3 years preferred);Experience creating and maintaining documentation; andExperience with a CRM system (2 years preferred).Preferred Qualifications:Experience working within a university setting.

For full consideration, applicants must apply for position number 02983z at; complete the online application; and upload a cover letter, resume, and a list of three professional references with contact information (name, phone number and email).

"Great Careers Begin at Mason! George Mason University is an innovative, entrepreneurial institution with national distinction in both academics and research. Mason holds a top U.S. News and World Report "Up and Coming" spot for national universities and is recognized for its global appeal and excellence in higher education.Mason is currently the largest and most diverse university in Virginia with students and faculty from all 50 states and over 135 countries studying in over 200 degree programs at campuses in Arlington, Fairfax and Prince William, as well as at learning locations across the commonwealth. Rooted in Mason's diversity is a campus culture that is both rewarding and exciting, work that is meaningful, and opportunities to both collaborate and create.If you are interested in joining the Mason family take a look at our current opportunities and catch some Mason spirit at!George Mason University, Where Innovation is Tradition."

George Mason University is an equal opportunity/affirmative action employer, committed to promoting inclusion and equity in its community. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any characteristic protected by law.


George Mason University is a university with three campuses, each with a distinctive academic focus that plays a critical role in the economy of its region. At each campus, students, faculty, and staff have full access to all the university's resources, while duplication of programs and support services is minimized through the use of technology. In addition to the main campus in Fairfax, the university has campuses in Arlington and Prince William Counties.

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4400 University Dr

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