• Liaise with key stakeholders to identify, qualify, prioritise on business requirements.
• Understand business goals and motivating factors- balancing business strategy, minimised defects and technical debt.
• Translate brand requirements into CRM campaign builds and CRM design.
• Support the solution architects/development teams to identify and articulate options for potential solutions that meet the business requirements.
• Working with large sets of marketing data using SQL
• Data mining, cleansing and migrating.
• Creating reports and dashboards.
• Design tests to measure and improve the effectiveness of on and off platform CRM activity.
• Collaborate with the Building Management Team in the execution of a site-specific Customer Engagement Strategy, designed to engage across multiple levels within customer organisations.
• Lead the implementation of the respective events and communication strategies. 
• Overseeing the implementation of customer portal platform (WorkLife), and coordinating Concierge assistance 

Skills: Customer Service Oversight, Continuous Improvement Leadership, Systems Development, Requirements Gathering, Team Leadership, Systems Administration, Salesforce Proficiency, Quality Assurance

• Ensure all customer service requests (CSRs) are attended to promptly and satisfactorily by the operations team and assist the team in addressing any difficult or persistent CSRs.
• Lead and facilitate continuous improvement initiatives on an on-going basis throughout Customer Service
• Develop company and division level systems that champion outstanding customer service.
• Gather and Implement Business Systems Requirements.
• Lead teams through complex business process development.
• Systems administrators for different internal technology systems.
• Assist with requirements gathering, testing, and documentation of Salesforce
• Support the ongoing development of Salesforce and other sales system training material for end users
• Develop reports and dashboards
• Troubleshoot bugs reported by end users
• Perform quality assurance for projects and enhancements after development is complete

Skills: Customer Service Management, Continuous Improvement, Systems Development, Business Requirements Gathering, Team Leadership, Systems Administration, Salesforce Support, Quality Assurance

• Operate as subject matter expert for T1, T2, and related business processes
• Provide user support with expert knowledge and guidance for escalated incidents and change requests
• Analytical/technical investigation and resolution of helpdesk requests
• Design, test, and document new processes or manage changes to existing ones.
• Specify system requirements for implementation by IT / Software Development based on business needs.
• Liaise with IT / Software Development about escalated incidents, change requests, and projects
• Manage the set-up and monitoring of the T1 and T2 channel programs and related activities. 
• Build and maintain suitable reporting and monitoring tools
• Support the Reseller channel organization in the development of channel programs and related commercial activities
• Analyze the current channel sales and channel partners and propose areas of possible improvement in line with best practice
• Ensure that the partner Portal is aligned with any system changes and supports the overall program’s objectives

Skills: Subject Matter Expertise, User Support, Technical Troubleshooting, Process Design, System Requirements Specification, IT Liaison, Program Management, Sales Analysis

• Serve as the primary application for the college for the use of enterprise applications, with particular specialization in CRM (Customer Relationship Management) technology.
• Working with senior staff in marketing, recruiting, admissions, Community and Economic Development, Foundation, and academic affairs.
• Manage users and permissions, create events, forms, campaigns, and support other CRM functions that facilitate the use of the CRM in the college workflows.
• Create reports and dashboards to provide data visualization and information to multiple stakeholders.
• Works with college stakeholders to optimize the use of the Enterprise Application Technology such as, but not limited to, Salesforce CRM and Ellucian Colleague.
• Provides application administration such as user account creation, setting permissions, and roles in compliance with college policies.
• Creates, or supports key users, in the creation of CRM tools such as Forms, campaigns, events, etc.
• Creates procedures, and monitors other users in use of the enterprise and CRM technologies, to ensure data integrity and be compliant with college data security standards and policies.
• Provides support for the Admission Portal.
• Troubleshoots any problems or issues with the enterprise application technologies.
• Foster collaboration among the primary users of CRM technology at the college.

Skills: CRM Specialization, User and Permissions Management, Data Visualization, Stakeholder Collaboration, Enterprise Application Optimization, Application Administration, CRM Tool Creation, Data Integrity and Security Compliance

• Acts as primary liaison with ERP system administrators for data integration between CRM and ERP.
• Acts as primary liaison with Web Administrator for integration of web forms and the CRM.
• Works with the Training and Documentation position
• Continually train end-users and thoroughly document workflows and processes.
• Develop and maintain standard operating procedures 
• Provides support to other Enterprise Applications of the college
• Assist in the translation of business requirements into technical design documents using Microsoft Visio, Word, Project, and Excel
• Configure, develop, debug, and troubleshoot solutions per design documents
• Analyze, design, and configure Oracle ERP to support business processes.
• Assist in training of management team and end-users
• Share knowledge to continually improve user experience and improve implementation methodology.

Skills: Data Integration, Web Integration, User Training, SOP Development, Application Support, Design Translation, ERP Configuration, Methodology Improvement

• End user training experience, creating training content, and documenting business processes 
• Experience performing Business Analysis and/or Quality Assurance
• Experience performing data analysis, research, requirements gathering, reports generation, testing, system documentation and operations
• Experience in creating Salesforce reports and dashboards
• Experience in fundraising/development/sales, operations, data management
• Passion for learning and knowledge sharing with an aptitude for speaking to both technical and business audiences
• Proficient at developing and executing learning programs and reports that improve user experience
• Exceptional written and oral communication and presentation skills in both business and technical areas
• Excellent analytical and critical thinking skills - the ability to grasp key concepts and connections from complex details
• Strong planning and prioritization skills
• Advanced MS Office Suite including Excel, Word, and Power Point
• Proficient with eLearning and video recording tools
• Demonstrated ability to work in a complex organization and a cross-functional team environment
• Salesforce Administration Certification, as is experience with Salesforce.com/NPSP

Qualifications: BA in Computer Science with 5 Years of Experience

• Experience as a proven Salesforce Business Analyst in a multinational Asset or Wealth management organization.
• Experience in successful sales and distribution of Salesforce deployments and usage.
• Salesforce Administrator Certification
• Experience in building Salesforce communities of practice.
• Experience with translating user journeys into Salesforce solutions.
• Experience with Salesforce integrations with other platforms, specifically Marketing integrations.
• Experience with agile software development framework.
• Experience with the Salesforce data architecture and enterprise data management.
• A passion for distribution digital enablement and solutions.
• Salesforce platform fluency and the ability to drive to native capabilities.
• A strong sense of ownership and accountability.
• Depth and experience in process automation and augmentation and business process reengineering.

Qualifications: BA in Information Systems with 4 Years of Experience

• Ability to communicate technical information to non-technical stakeholders and business and functional requirements to non-business stakeholders.
• Outstanding organizational skills including stakeholder management & expectation setting.
• Knowledge in the integration/middleware space.
• Ability to drive seamless platforms integrations, especially around the Marketing and Digital space.
• Change management and transformation skills.
• Comfort with data management, transformation and governance best practices.
• Self-starter with a demonstrated record of exceptional work.
• Strong experience with user testing using data synthesis and analysis.
• Curious, pragmatic, business oriented, people person.
• An unshakeable belief in the importance of user experience.
• Ability to contribute individually and lead, manage, or participate in cross-functional teams.

Qualifications: BA in Marketing with 2 Years of Experience

• Analytically minded with a logical and process-orientated approach
• Accurate and good eye for detail
• A desire to collect knowledge and to be considered as ‘expert’
• Organized and able to prioritize whilst multitasking
• Enjoys and thrives working with and analyzing data and processes
• Good work ethic – complete tasks to expected timescales
• Ability to work on own whilst also keeping the team informed
• Good communication skills and building relationships
• Advanced Excel skills
• Is able to work in a cross functional, global organisation where flexibility and adaptability are key traits
• Can be a Salesforce Advocate to help drive adoption through understanding End-Users needs and build value in the use of the system

Qualifications: BA in Business Administration with 3 Years of Experience

• Knowledgeable of all stages of a project life cycle, including planning, analysis, design, development, and testing
• Demonstrated experience with troubleshooting systems and participating in defining resolution strategies
• Experienced in Agile/Scrum development methodologies
• Possess dual business competence and technical expertise
• Familiarity with reporting tools and Azure platform
• The adaptable, flexible personality
• Comfortable working in a fast-paced environment
• Excellent written and verbal communication and presentation skills
• Detail-oriented with the ability to multitask and meet deadlines
• Strong organizational and analytical skills
• Good judgement in regard to investment vs return when driving a project

Qualifications: BA in Statistics with 3 Years of Experience