CRM Operations Analyst

The Customer Relationship Management (CRM) Operations Analyst supports the Director of CRM and Admissions Retention Operations and the CRM Administrators in the planning, implementation, documentation, maintenance, and continuous improvement of the University's Microsoft Dynamics 365 Admissions platform and related operational processes. Working collaboratively with CRM Administrators, this position contributes to departmental initiatives through business analysis, reporting, workflow automation, documentation, maintenance of Microsoft Dynamics 365, testing, implementation of CRM enhancements, and operational support. The CRM Operations Analyst independently completes assigned work, communicates project progress and potential blockers, participates in collaborative review and iterative refinement, and contributes to the successful completion of departmental initiatives that improve admissions operations and the overall user experience.

• Operational Projects & CRM Enhancements
  • 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
• CRM Operations Support
  • 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
• Business Analysis & Process Improvement
  • 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
• Reporting, Analytics & Workflow Automation
  • 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

Education/Experience

• 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.

Knowledge/Skills/Abilities

• Strong analytical, organizational, and problem-solving skills.
• Excellent written, verbal, and interpersonal communication skills.
• Strong organizational and time management skills.
• Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, and Teams).
• Ability to independently manage multiple assignments while communicating progress, identifying blockers, and meeting established deadlines.
• Ability to work independently and collaboratively within a project-oriented environment.
• Demonstrated ability to learn new technologies and adapt to changing operational priorities.
• Demonstrated initiative while remaining aligned with departmental priorities, project objectives, and implementation standards.

Travel

• Must be willing to travel as business needs arise.