Student Services Analyst (Enrollment Services)

Maricopa Community College district; Phoenix (AZ); On-site; USD 53,000 - 69,000; Full time

Benefits offered by this job

Health Insurance

Tuition Reimbursement

Pension Plan

Flexible Work Schedule

Job summary

Maricopa County Community College District is hiring a Student Services Analyst to lead the SMCC contact center, handling inbound calls, texts, and emails while coordinating outreach campaigns and enrollment assistance.

The Analyst will build CRM dashboards, connect students to the right departments, train staff on tools like HubSpot and Salesforce, and drive data-driven improvements for student success.

Qualifications

• Bachelor's degree or higher with student services experience.
• Experience using CRM systems to support outreach and engagement.
• Ability to analyze data and report findings to leadership.

Responsibilities

• Lead inbound/outbound calls, emails, texts, and campaigns in the contact center.
• Develop and maintain CRM dashboards and reports to track enrollment trends.
• Coordinate workflows, train staff, and improve customer service processes.
• Collaborate across departments to optimize system usage and student engagement.

Skills

Customer service

Communication

Training staff

Data analysis

Process improvement

Education

Bachelor's degree

Associate's degree

HS/GED

Tools

HubSpot

Salesforce

Tableau

SIS/PeopleSoft

Google Suite

Job description

Student Services Analyst (Enrollment Services)

Job ID: 323240

Location: South Mountain Comm College

Full/Part Time: Full Time

Regular/Temporary: Regular

Salary Range

$53,050.25 - $68,964.82/annually, DOE

Grade

114

Work Schedule

Monday - Friday, 8am - 5pm; some evenings and weekends may be required

Summer Hours: Monday - Thursday, 7am-6pm

Work Calendar

12 Months

Maricopa Summary

10 Colleges. Unlimited Opportunities.

The Maricopa County Community College District is one of the largest community college systems in the nation. Home to 10 individually accredited community colleges and 31 satellite locations, we proudly serve students in every corner of the Valley. Each day, our dedicated faculty, staff, and administrators, live out our vision-creating excellence in education for a better world.

We focus on people-not profits.

With 100% acceptance, zero rejections, and affordable tuition, we provide the flexibility and support our students need to succeed in and beyond the classroom. Discover how we're changing college.

We don't just support our community-we help build it.

We are the largest provider of workforce development training in the state. The activities of our colleges and their students support one out of every 28 jobs in Maricopa County. Learn about our economic impact.

We believe our employees are our most valuable asset.

Our 10 colleges and District Office support nearly 10,000 jobs and careers throughout Greater Phoenix.

Join us in making a real difference in the lives of over 140,000 college students each year.

Campus Statement

South Mountain Community College (SMCC) reflects the diversity of the surrounding community, a rich mix of rural, urban, and suburban neighborhoods. Many of our students arrive from Phoenix, Laveen, Tempe, Guadalupe, and the surrounding area to attend classes at the main campus or our offsite facility in Guadalupe; we also offer evening courses in Laveen at Betty Fairfax High School.

Of the approximately 5,000 students enrolled at SMCC nearly 70 percent were first-generation college students and 48 percent intended to transfer to a university to further their education. And, with more than 80 percent of these students identifying as a minority, SMCC has been federally designated as a Minority Serving and Hispanic Serving Institution.

Our small, personalized classes are offered days, evenings, and online, led by an engaged and accomplished faculty. Career and academic counseling are also available. SMCC is also a Strengths-Based Institution, helping you determine your strengths and then strategize with you to maximize those strengths in your academic and career choices.

Benefits

Maricopa County Community College District (MCCCD) is committed to providing a competitive and comprehensive benefits program that supports our employees' and their families' health and well-being. Therefore, the MCCCD benefits support every stage of life and are designed to meet the diverse needs of our community. Explore the wide range of benefits and perks available to eligible employees at MCCCD:

• Nationwide Medical, Dental, and Vision Coverage
• Paid Time Off: Vacation, Sick Leave, and Personal Time
• 20 Paid Observed Holidays
• Company-paid Life Insurance, AD&D, and Short-Term Disability plans, with the option to purchase supplemental coverage
• Arizona State Retirement System (ASRS) Pension, including Long Term Disability and Retiree Health Insurance with 100% employer-matching contributions
• Optional Retirement Plans: 403(b), 457(b), Roth 403(b), Roth 457(b)
• Tuition Reimbursement for employees and dependents
• Annual Professional Development Funding
• Flexible Work Schedules

Employee Health & Wellness Programs:

• District-Wide Wellness Program with Workshops and Webinars
• Monthly Health & Wellness Calendar and Newsletter
• Virta Diabetes Reversal Program and Support Groups
• Employee Assistance Program (EAP)
• Sight-On-Site Eye Care Services
• Pre-Retirement Planning Events
• Qualifying Employer for Public Service Loan Forgiveness (potential loan forgiveness for federal Direct Loans after meeting repayment requirements and working full-time for an eligible employer)

Job Summary

South Mountain Community College is hiring a Student Services Analyst to work in the SMCC Contact Center. This person will serve as the lead staff member in the contact center and will be responsible for handling inbound calls, texts, instant messages, and emails. This position will also participate in outbound call, email, and text campaigns. The student Services Analyst will serve as a one-stop shop to help students with their needs using the highest level of customer service. This person will perform a significant volume and complexity of student admissions and enrollment assistance, and connect the students to the correct department for assistance. As the lead staff member in the contact center, this position will coordinate office workflow, train and support other staff, and perpetuate a culture of care, support and customer service.

The Analyst serves as a key strategic partner in enhancing the student experience through the effective use of customer relationship management (CRM) technology, student information systems (SIS), queueing platforms, and other data and reporting tools.

This role leads the development and execution of targeted communication strategies, including automated drip campaigns, caseload management tools, and coordinated outreach efforts designed to support student engagement, retention, and success.

The Analyst is responsible for building and maintaining CRM dashboards, reports, and data visualizations that track enrollment trends for the Recruitment & Outreach Team, and Dean of Student affairs. These trends may be utilized in tracking progress toward institutional goals and provide actionable insights for leadership and staff. This includes analyzing service utilization trends, and operational data to identify opportunities for improvement, optimize staffing and service delivery, and inform data-driven decision-making.

This position plays a critical role in managing institution-wide Student Affairs communications within the CRM, including email and text messaging campaigns. The Analyst ensures communications are timely, effective, and aligned with best practices for audience targeting, message prioritization, and overall communication strategy. The role may provide guidance on messaging content, cadence, and audience selection to promote communication effectiveness and maintain message quality and engagement.

The Analyst collaborates across departments to maximize CRM and technology functionality, improve business processes, and support institutional initiatives. This role also contributes to CRM implementation and optimization efforts, including system enhancements, user training, and adoption of new tools and features. As a campus subject matter expert, the Analyst helps ensure that data and technology is leveraged effectively to support student success, operational efficiency, and continuous improvement.

Essential Functions

30% - Communication, Outreach, and CRM Engagement: Performs inbound and outbound calls, emails, texts, IMs, and newsletters. Uses phones, computers, and technology for extended periods to perform job functions. Enrolls students through phone, text, email, in-person, and virtual meetings. Develops and executes targeted CRM communication campaigns to support student engagement and progression. Manages mass email and text communications, including audience targeting, timing, and message prioritization. Reviews communication requests for alignment with institutional priorities and effective outreach. Creates and maintains CRM forms, including RSVPs, event registrations, and surveys.

30% - Systems Strategy, CRM Operations, and Staff Workflow Support: Serves as the Student Affairs subject matter expert for CRM, SIS, queueing platforms, and other operational tools. Supports staff with caseload management, task tracking, and workflow processes. Develops system tools and dashboards to provide visibility into work, priorities, and progress. Supports Recruitment & Outreach staff in optimizing system use and operational efficiency. Collaborates with functional teams to align system usage with institutional processes and student success initiatives.

30% - Data Analysis, Reporting, and Dashboard Development: Develops and maintains dashboards and reports using CRM, HubSpot, Salesforce, SIS, Tableau, Assist, Google Suite, and other tools. Analyzes data to identify trends, gaps, and opportunities to improve service delivery, staffing, and student outcomes. Provides actionable insights and updates to leadership and departments, including alerts on progress and emerging issues. Develops operational reporting related to service demand, resource allocation, and student engagement.

10% - Training, Support, and System Adoption: Trains and supports staff in CRM, SIS, queueing systems, Tableau, and Google tools, including employee onboarding. Develops training materials, documentation, and best practices to promote consistent system use. Monitors system adoption and provides ongoing support to improve usage, data quality, and operational consistency. Participates in committees, cross-functional workgroups, and professional development activities. Supports special projects related to systems, reporting, and student engagement.

Minimum Qualifications

Bachelor's Degree from a regionally accredited institution and two (2) years of student services or college teaching experience, or experience coordinating, administering, planning, or evaluating programs.

OR

Associate's Degree from a regionally accredited institution and four (4) years of student services or college teaching experience, or experience coordinating, administering, planning, or evaluating programs.

OR

H.S / G.E.D from a regionally accredited institution and six (6) years of student services or college teaching experience, or experience coordinating, administering, planning, or evaluating programs.

Desired Qualifications

A. Experience working in higher education, student affairs, enrollment services, or a related environment supporting student services operations, systems, (SIS), queueing systems, or similar platforms, and the ability to use multiple systems and tools (e.g., CRM, SIS, Tableau, Google Suite) to support operations, reporting, and data tracking. With Peoplesoft SIS experience preferred.

B. Experience using a customer relationship management (CRM) system (e.g., Salesforce, HubSpot, Slate, or similar) to support communication campaigns, student engagement, or operational workflows. Hubspot and Salesforce experience preferred.

C. Experience developing reports, dashboards, or data visualizations using tools such as Tableau, CRM reporting tools, or Google Suite (Sheets, Docs).

D. Experience providing a high level of customer service to diverse populations in a fast-paced environment, both in person and over the phone.

E. Experience training or supporting staff in the use of systems, tools, or processes, and contributing to improvements in workflows, system usage, or operational efficiency.

F. One year of relevant full-time MCCCD experience during the previous two years.

Special Working Conditions

ADA AND OTHER REQUIREMENTS

Positions in this class typically require reaching, standing, walking, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects including the human body.

Working Conditions: Work is routinely performed in an indoor, office environment.

Posting Close Date

Open until filled

First Review September 9, 2026.

Applications received after the review date may not be screened

EEO, Title IX, & Clery Act

Maricopa County Community College District (MCCCD) will not discriminate, nor tolerate discrimination in employment or education