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CRM Business Systems Analyst

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Position Information

Position Information

Present Position Number FP676W
Role Code Title Prof/Lecturer/11-12Mth
Position Title CRM Business Systems Analyst
Position Summary

Under the direction of the Deputy CIO and in coordination with the CRM Project Manager, the CRM Business Analyst will assist in the implementation and coordinate the operational support of the enterprise CRM and associated systems.

The CRM Business Analyst will act independently or as a member of a project team responsible for providing technical guidance concerning the business implications of the application of various systems.

Core responsibilities include (but not limited to):

  • Identify, document, and model current business requirements.
  • Develop or modify procedures to solve highly complex problems related to business objectives and form of desired results.
  • Assist with the upkeep of data standards and integrity. Train university partners in the use of the CRM system.
  • Direct, facilitate, coordinate, maintain, and foster relationships among the CRM technical staff, consulting partners, software vendors, and university partners within the administration and the various schools within the university system.
Required Qualifications

Bachelors degree in a relevant field or equivalent combination of education and experience.


  • Comprehensive knowledge of CRM platforms and their application in a university environment, with the ability to implement new technologies.
  • Strong knowledge of work flows and business processing modeling tools with the ability to understand the business operations.
  • Knowledge research techniques and software to solve business problems and make purchase recommendations.
  • Strong planning and leadership skills with the ability lead and facilitate constituent groups at various levels of the organization.
  • Skilled business writer, with the ability to translate technical information to non- technical audiences.
  • Strong interpersonal and communication skills with the ability to effectively collaborate with college departments and cross-functional teams.
  • Strong analytical, problem solving and consulting skills with the ability to identify and resolve data integrity issues, envision and deliver innovative solutions and work effectively with vendors on complex projects.
  • Excellent organization skills with the ability to manage multiple relationships and competing projects and priorities with fluidity.


  • Demonstrated ability translating business requirements to system specifications using a structured requirements process (gathering, analyzing, documenting, and managing change).
  • Experience using workflow and business processing modeling tools.
  • Relevant technical or business work experience with working knowledge of business operations.
  • Background implementing new streamlined business processes.
  • Experience developing end-user documentation, test cases, project/meeting documentation, and business proposals for upper-management consideration.
  • Substantive experience in using, developing, implementing and supporting new technologies.
Preferred Qualifications

Masters degree in related field is a plus.


  • Knowledge of quality assurance techniques.
  • Working knowledge of social media and marketing tools preferably, Marketing Cloud.
  • Demonstrated skills in management of vendor software applications.


  • Experience with Salesforce platform and associated social media and marketing tools is highly desirable.
  • Experience using or supporting TargetX and other Salesforce Foundation applications is desirable.
  • Experience with data quality toolsets in a Salesforce environment, most notably Demand tools.
  • Experience conducting quality reviews and audits.
  • Work experience in higher education, preferably in a university setting providing support, coordination, or direction for university processes particularly for admission, student success and advancement operations is a plus.
Advertised Pay Range Commensurate with Experience
Department IT - 3H7000
Location William & Mary
University Salary Range

Job Open Date 08/28/2017
Review Begin Date 09/11/2017
Job Close Date
Open Until Filled Yes
Employment Category Professional FT
Position Term 12-Month
Special Application Instructions
Conditions of Employment:
  • This position is subject to additional hours beyond the typical work day/week to include weekends and holidays.
  • May require occasional overnight travel.
  • Information Security: This position requires administrative access to the College‚Äôs information systems and/or sensitive College data. The incumbent is expected to be aware of and adhere to the Information Security policies of the College as well as all applicable federal, state, and local laws. Additionally, the incumbent is expected to follow information security best practices applicable to their job area and to pursue information security training and awareness opportunities when possible.
EEO Statement

The College of William & Mary values diversity and invites applications from underrepresented groups who will enrich the research, teaching and service missions of the university. The College is an Equal Opportunity/Affirmative Action employer and encourages applications from women, minorities, protected veterans, and individuals with disabilities.

Background Check Statement

The College of William & Mary is committed to providing a safe campus community. W&M conducts background investigations for applicants being considered for employment. Background investigations include reference checks, a criminal history record check, and when appropriate, a financial (credit) report or driving history check.

Supplemental Question

Required fields are indicated with an asterisk (*).

Supplemental Documents

Required Documents
  1. Resume/Curriculum Vitae
  2. Cover Letter
Optional Documents
  1. Other Doc