Business Support Analyst I

The University of Texas at Arlington; Arlington (TX); Hybrid; USD 55,000 - 75,000; Full time

Job summary

The University of Texas at Arlington is seeking a CRM Specialist to join the enrollment management team, focusing on planning, configuring, developing, and testing the Slate CRM and related technologies. The role supports recruitment and enrollment initiatives campus-wide and requires exceptional communication of technical concepts to diverse stakeholders.

The position contributes to enrollment goals, collaborates with multiple colleges, and promotes a collaborative, inclusive work environment

Qualifications

• Bachelor's degree with 2 years in customer-facing support.
• CRM setup, analysis and support experience.
• Experience with reporting and dashboards in CRM.

Responsibilities

• Develop, maintain and document CRM business processes for UTA colleges and schools.
• Provide development and ongoing support for CRM users.
• Collaborate with stakeholders to outline business needs and enrollment goals.
• Create reports and dashboards for planning and review of status and success measures.
• Troubleshoot CRM issues and provide feedback on system design and modification.

Skills

CRM knowledge

Strong communication

Team coordination

Independent initiative

Education

Bachelor's degree

2 years customer-facing experience

Tools

Slate CRM

Job description

Purpose of Position

This position serves as part of the user-support team serving UTA’s Colleges and Schools, and contributes to CRM (Slate) success across the UTA campus. This position performs complex coordination and set up administrative and detailed work in the CRM and related technologies. Work involved assisting in the planning, configuration, development, technical support, and testing of CRM. This position will also provide consistent and ongoing functional business process support of recruitment and enrollment initiatives on campus. The position requires exceptional communication skills regarding technical subjects, involves a high level of judgment and autonomy. It requires knowledge of college enrollment policies and procedures. This position is an integral member of the enrollment management team and serves the campus community as it pertains the student enrollment and service. The position directly contributes to the achievement of enrollment goals. Fosters a positive working environment that honors the UTA Principles of Community and leads to healthy levels of productivity and contributes to UTA being increasingly known as a great place to work.

Essential Functions

• Develop, maintain and document business processes of users within UTA’s colleges and schools related to CRM functionality.
• Provide development and ongoing support for users of the CRM.
• Collaborate with stakeholders to understand and outline business needs, process maps and requirements to reach enrollment goals.
• Complete projects successfully and on time.
• Set up CRM functions and ensure that programs/solutions conform to division and university standards in order to maintain compliance and reach enrollment goals.
• Create reports and dashboards for use in planning and review of overall status and success measures.
• Maintain a catalog of standard reports available and create and launch one-off reports as needed.
• Assists with problem resolution and helps identify causes, takes or recommends actions after evaluating alternative solutions; follow up to ensure problems are corrected.
• Provides alternative solutions to solving problems.
• Serve as a user resource with external support teams.
• Troubleshoot and solve CRM-related issues as needed
• Provide feedback related to system design, development and modification of CRM applications or integration.
• Use analytics and user feedback to predict and measure outcome and consequences of a design.
• Perform work in ways that contribute to the University’s successful achievement of enrollment goals, including other duties as assigned

Required Qualifications

• Bachelor's degree in any field with two (2) years of experience working in a customer-facing support position with a strong focus on the needs of the customer, conducting user training, or any appropriate combination of education, training and experience.
• Intermediate knowledge of methods and leveraging used with CRM technologies, set up, operation analysis and support.

Preferred Qualifications

• Higher education experience working with CRM, preferably Slate. Previous experience collaborating with a broad range of stakeholders and experience supporting CRM functionality.

Knowledge, Skills & Abilities

• Ability to coordinate and work with a team.
• Ability to effectively communicate technical and other information to a variety of stakeholders – including those with non-technical backgrounds.
• Must have considerable knowledge of computing/communication networks and characteristics of CRM and affiliated technologies, preferably in higher education.
• Must be able to analyze courses of action, actively participate in planning, the ability to establish and maintain good working relationships and work independently with considerable initiative and drive.
• Must be able to contribute to the achievement of enrollment goals.

Work Schedule

• Monday through Friday; 8:0am through 5:00pm
• Hybrid schedule (remote & in-office) may be offered after probational period

Benefits Information

Position is benefit eligible: Yes

We are proud to offer a comprehensive benefits package to our employees at the University.

https://www.uta.edu/hr/employee-benefits