User Support Specialist

The University of Texas at Arlington; Arlington (TX); Hybrid; USD 54,000 - 59,000; Full time

Benefits offered by this job

Hybrid work environment

Comprehensive benefits

Job summary

The University of Texas at Arlington seeks a CRM and enrollment systems specialist to support CRM (Slate) configurations, reports, and dashboards. You will partner with colleges to optimize recruitment and enrollment processes.

Responsibilities include developing business processes, providing user support for CRM, and ensuring solutions align with university standards. This role offers a hybrid schedule and comprehensive benefits.

Qualifications

• Bachelor's degree in any field and two years in customer-facing support.
• CRM experience with configuration and reporting (Slate preferred).
• Strong communication and problem-solving skills.

Responsibilities

• Develop, maintain and document CRM-related business processes.
• Provide development and ongoing support for CRM users.
• Create reports and dashboards for planning and review.
• Set up CRM functions complying with university standards.
• Identify problems, analyze causes and propose solutions.
• Assist with design, development and modification of CRM applications.

Skills

CRM knowledge

Communication skills

Team coordination

Analytical thinking

Enrollment goals

Education

Bachelor's degree

Experience in customer-facing support

Tools

Slate CRM

Job description

Salary
The annual salary for this position ranges from $54,050 to $58,999. The final offer will be commensurate with the candidate’s relevant experience and qualifications.

Salary
The annual salary for this position ranges from $54,050 to $58,999. The final offer will be commensurate with the candidate’s relevant experience and qualifications.
Documents Needed to Apply

Required

• Resume
• Cover letter
• References (minimum of three)

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 sets up administrative and detailed work in CRM and related technologies. Work involves 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.

Essential Functions

• Develop, maintain and document business processes of users in support of 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.
• Identifies problems and analyzes 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.
• Assist with design, development and modification of CRM applications or integration.
• Use analytics and user feedback to predict and measure outcome and consequences of a design.
• Performs other duties as assigned.

Required Qualifications

• Bachelor's degree in any field and 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 six (6) years of an equivalent combination of education, training and experience.

Preferred Qualifications

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

Knowledge, Skills & Abilities

• Ability to effectively communicate technical and other information to a variety of stakeholders – including those with non-technical backgrounds.
• Ability to coordinate and work with a team.
• Intermediate knowledge of methods and leveraging use with CRM technologies, set up, operation analysis and support.
• Considerable knowledge of computing/communication networks and characteristics of CRM and affiliated technologies, preferably in higher education.
• Ability to analyze courses of action and actively participate in planning.
• Ability to establish and maintain good working relationships and work independently with considerable initiative and drive.
• Ability to contribute to the achievement of enrollment goals.

Work Schedule

• Monday through Friday; 8:00am through 5:00pm
• Requires occasional evening or weekend hours.
• Hybrid work environment (remote & office).
• Hybrid may be offered after probational period.

Working Conditions

• May work around standard office conditions.

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

PreEmployment Background Check
It is the policy of The University of Texas at Arlington to conduct a pre employment background check on any applicant who is under final consideration for employment with the University.

University Information
The University of Texas at Arlington (UTA) is located in the heart of the Dallas-Fort Worth-Arlington metroplex, a vibrant and diverse metropolitan area that is home to over 7 million people, one of the fastest-growing tech economies in the United States, and a wide array of arts, entertainment, and cultural activities. As a comprehensive teaching, research, and public service institution, UTA is dedicated to the advancement of knowledge through scholarship and creative work. With an enrollment of more than 42,000 students, UTA is the second largest in the University of Texas System. As a result of its combination of rigorous academics and innovative research, UTA is designated as a Carnegie R-1 “Very High Research Activity” institution and nationally recognized for its commitment to student success and service. It ranks No. 5 in Military Times’ “Best for Vets: Colleges” and is the top university in North Texas for its graduates’ salaries (The Wall Street Journal). UTA is designated as both a Hispanic-Serving Institution and an Asian American and Native American Pacific Islander-Serving Institution and is No. 6 for undergraduate ethnic diversity in the United States (U.S. News & World Report, 2023). With a global alumni network of approximately 280,000 – including leaders at many of the 24 Fortune 500 companies headquartered in North Texas – UTA contributes an estimated $29 billion annually to the Texas economy.
UTA is expanding its regional footprint by building a regional campus, called UTA West, in Parker County on the far west side of Fort Worth. It is scheduled to open in fall 2028. This initiative aligns with the university’s strategic growth and commitment to serving the broader community.

EEO Statement
It is the policy of The University of Texas at Arlington (UTA or The University) to provide an educational and working environment that provides equal opportunity to all members of the University community. In accordance with federal and state law, the University prohibits unlawful discrimination, including harassment, on the basis of race, color, national origin, religion, age, sex, sexual orientation, pregnancy, disability, genetic information, and/or veteran status. The University also prohibits discrimination on the basis of gender identity, and gender expression. Retaliation against persons who oppose a discriminatory practice, file a charge of discrimination, or testify for, assist in, or participate in an investigative proceeding relating to discrimination is prohibited. Constitutionally-protected expression will not be considered discrimination or harassment under this policy. It is the responsibility of all departments, employees, and students to ensure the University’s compliance with this policy.

ADA Accommodations
The University of Texas at Arlington is committed to providing reasonable accommodation to individuals with disabilities. If you require reasonable accommodation in completing this application, interviewing or otherwise participating in the employee selection process, please direct your inquiries to 817-272-5554 or email [e-mail] .