CRM Business Analyst

Fairfax, VA
Commensurate with education and experience.
May 22, 2023
Jun 22, 2023
Full Time
CRM Business AnalystThe George Mason University Division of Enrollment Management, invites applications for the position of CRM Business Analyst within the Provost's Salesforce team. 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 Business Analyst is a key member of the Enrollment Management Division, providing leadership and back end support of the CRM (Salesforce) including: support of daily operations, reporting, troubleshooting, and working with stakeholders to ensure that applications meet their current and evolving needs within the enrollment, admissions, and student life space. The CRM Business Analyst must have a deep technical understanding of the CRM platform and the system's capabilities. This individual will be expected to make recommendations regarding the ongoing CRM deployment and connect unit business needs to CRM functionality and capabilities.The CRM Business Analyst will report to the Executive Director of Enrollment Services and be a member of the team responsible for day to day functional support and maintenance of Mason's CRM platform. This role will collaborate with IT staff, client stakeholders, and end-users to support, enhance, and expand the CRM operations and adoption. For the end-users, the CRM Business Analyst will provide operational support as well as focused and ongoing business process analysis and improvement. As such, the CRM Business Analyst will be deeply versed in the nuances of the admissions, enrollment, and student services processes. The successful individual will be a creative thinker, excellent communicator, have intellectual curiosity and a competitive spirit, and be committed to collaboration, in order to bring innovation and excellence to this key role.Responsibilities:Develop and provide business process maps for key processes, including form creation and maintenance, in order to connect unit business needs to CRM functionality and capabilities. Maintain user engagement;Create and maintain reports and dashboards to support the business and reporting needs of end-users;Create plans for key Salesforce implementations and work with members of the key teams on the process of implementation;Spearhead troubleshooting and documenting solutions for users and process issues;Disseminate timely updates and critical information to staff; assist with system release updates and enhancements;Represent the university and Division of Enrollment Management in a positive, professional manner; andOther duties as assigned.Required Qualifications:Bachelor's degree or the equivalent combination of education and experience;Progressive leadership experience in consulting, higher education, customer service, or related field (generally 5+ years);Experience working within a Salesforce environment (generally 3+ years);Significant experience working in student information and content management systems;Ability to manage change effectively and work with teams that collaborate with university stakeholders;Excellent oral and written communication skills, particularly as it relates to explaining both simple and complex technical concepts to technical and non-technical focused employees;Flexibility and willingness to occasionally work outside of normal business hours, and extended days with the ability to juggle competing priorities effectively;Sensitive to cultural diversity and ability to communicate and interact effectively with people of all ages and diverse backgrounds, and demonstrated experience working and collaborating with a variety of diverse stakeholders;Must be able to meet expectations independently, in a fast-paced, customer-oriented environment;A proven desire to consistently provide quality customer service; andMust be well organized and detail oriented.Preferred Qualifications:Master's degree;Hold a Salesforce Administrator certification, and/or demonstrated experience with Salesforce Service Cloud and Salesforce Flow;Experience working within the higher education field or within a university setting;Knowledge of general university policies and procedures;Experience with Ellucian's Banner; andKnowledge of admissions processes and how the CRM is utilized in these processes.

For full consideration, applicants must apply for position number 03195z at; complete the online application; and upload a cover letter, resume, and a list of three professional references with contact information.

"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.

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