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About the Role

The Customer Relationship Management (CRM) Operations Analyst supports the Director of CRM and Admissions Retention Operations and CRM Administrators in the planning, implementation, documentation, maintenance, and continuous improvement of the University's Microsoft Dynamics 365 Admissions platform and related operational processes. This role contributes to departmental initiatives through business analysis, reporting, workflow automation, documentation, system maintenance, testing, and operational support.

Responsibilities

Participate in the planning, development, testing, implementation, and documentation of CRM enhancements and operational initiatives.
Independently complete assigned operational and project work while communicating progress, identifying questions or blockers, participating in collaborative review, and incorporating feedback through implementation and project completion.
Assist with Microsoft Dynamics 365 configuration, maintenance, optimization, system upgrades, releases, and feature implementations.
Assist with testing, validating, refining, and implementing CRM enhancements and operational solutions.
Contribute to multiple concurrent projects while maintaining established priorities and timelines.
Work collaboratively with the Director of CRM and Admissions Retention Operations, CRM Administrators, Information Technology, and departmental stakeholders to advance CRM initiatives.
Communicate project status, implementation progress, risks, questions, and blockers in a timely manner.
Participate in solution reviews, testing, refinement, and continuous improvement activities.
Provide operational support for Microsoft Dynamics 365 and related admissions technologies.
Investigate reported issues, perform testing, validate proposed solutions, and assist CRM Administrators in resolving operational and technical problems.
Assist with maintaining system configuration, data integrity, system security roles, user permissions, and day-to-day operational stability.
Escalate complex technical issues when appropriate while maintaining professional communication with users.
Analyze existing business processes and identify opportunities to improve operational efficiency through technology.
Research system functionality and assist in evaluating and implementing solutions that support departmental objectives.
Participate in requirements gathering, solution evaluation, and process improvement initiatives.
Assist in validating that implemented solutions meet operational and business requirements.
Develop and maintain CRM dashboards, reports, charts, system views, Power BI visualizations, and other analytical tools supporting operational decision-making.
Develop, test, document, and maintain Microsoft Power Automate workflows and Microsoft Dynamics 365 business processes.
Validate reporting accuracy and workflow functionality prior to implementation.
Maintain documentation supporting reports, dashboards, and automated business processes.

Requirements

Bachelor's degree from an accredited college or university in Information Systems, Business Administration, Computer Science, Data Analytics, Higher Education Administration, or a related field, or an equivalent combination of education and experience.
Minimum of two (2) years of professional experience supporting CRM systems, business analysis, higher education technology, or related administrative systems required.
Experience with Microsoft Office applications required.
Must be willing to travel as business needs arise.

Skills

Microsoft Dynamics 365
Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, and Teams)
Microsoft Power Automate
Power BI
Business Analysis
Reporting
Workflow Automation
System Configuration
Data Integrity
System Security Roles
User Permissions
Analytical skills
Organizational skills
Problem-solving skills
Written communication skills
Verbal communication skills
Interpersonal communication skills
Time management skills
Ability to independently manage multiple assignments
Ability to work independently and collaboratively
Ability to learn new technologies
Ability to adapt to changing operational priorities
Demonstrated initiative

Experience Level

2 years of professional experience

Education Level

Bachelor's degree

Salary/Compensations

USD $41,207.00/Yr. - $51,510.00/Yr.