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Salesforce CRM Business Analyst

Requisition Number:

33054

Location:

Boulder, Colorado

Employment Type:

University Staff

Schedule:

Full-Time

Posting Close Date:

24-Sep-2021

Date Posted:

27-Aug-2021

Job Summary

As our Salesforce CRM Business Analyst, you’ll have the opportunity to be part of the innovative work we’re doing in support of student success at CU Boulder. In this role, you’ll be eliciting customer requirements, analyzing business and technical processes, solution design, configuration, development, data integrations, and provide user support of our Salesforce.com platform and its related applications. This is a tremendous opportunity to be part of the exciting Salesforce higher education vertical.

The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities.

Who We Are

Vision:
  • OIT will be valued by campus as a strategic, inclusive and innovative partner in advancing learning and discovery in order to enable CU Boulder to be a premier public university.
Mission:
  • OIT enables campus priorities by providing high-value IT services and solutions. 
Values: 
  • Trust, as a foundation for how we engage with one another and with campus partners, along with 
  • Avid curiosity in how to better support the campus and our stakeholders while 
  • Fostering empowerment and authentic engagement among ourselves and 
  • Celebrating inclusivity that promotes a sense of belonging while acknowledging that each person is unique and valued. 
Strategy: 
  • OIT will advance learning and discovery by delivering high-value reliable IT services and solutions that:
    • Provide a fluid and adaptable academic and student experience 
    • Enable research competitiveness and 
    • Deliver core infrastructure and enterprise IT services for business effectiveness.
Based on our departmental goals and our commitment to diversity and inclusive excellence, OIT particularly welcomes applications from candidates whose knowledge, skills, and abilities, and desire to contribute to an inclusive campus environment, will help us achieve our vision of a diverse and inclusive community.

What Your Key Responsibilities Will Be

Business Analysis, Design and Configuration:
  • Determine solution components and configuration changes to meet business requirements and comply with CU technical standards. Perform analysis and design, create design recommendations and works with Solution Architect, Enterprise CRM Program Manager(s), CRM DevOps and other key stakeholders in seeing implementation path from design through deployment 
  • This position is primarily responsible for business and technical analysis for the Salesforce.com/CRM service, generally under the direction of the Enterprise CRM Program Manager. This includes the following duties: 
    • Apply Salesforce.com and related applications' knowledge to meet CRM requirements, including both core functionality and related applications and integrations. 
    • Work with end-users to understand user needs, document those needs as business requirements, use cases, user stories. Translate user needs into technical specifications for use in configuring Salesforce.com and related applications, and develop integrations and applications. 
    • Identify, recommend, and when approved by business owners, execute changes to business processes, technical processes, system configurations including fields, page, layouts, dashboards, and reports, and other aspects of the Salesforce.com/CRM service. 
    • Investigate, recommend, and implement new enhancements such as custom objects, workflows, email alerts, and templates. 
    • Maintain multiple user roles, security, profiles, workflow rules adhering to Enterprise Services and OIT Standards and Norms. 
    • Monitor and import/export data as necessary to ensure accurate data quality and synchronization with integrated systems. Perform testing and other quality assurance activities to ensure that changes to the service do not adversely impact functionality or performance. 
    • Document design and configuration, including describing tools, processes, and procedures necessary for the development and maintenance of the CRM solution and associated applications. 
Technical Support for CRM/Salesforce.com-related Services:
  • While not a primary responsibility, this position will provide advanced technical support to CU clients experiencing issues with or asking detailed questions about Salesforce.com/CRM and other related services as assigned. Responsibilities include: 
    • Provide prompt, accurate, and courteous assistance with client incidents and questions. 
    • Fulfill service requests within identified service levels and response times. 
    • Identify and recommend improvements that would facilitate client incidents and request resolution by the OIT IT Service Center and/or Desktop Support units. 
    • Provide updated documentation to the aforementioned units to allow them to better serve CU clients. 
Professional Development:
  • Maintain and deepen CRM, technical, functional, and other skills and knowledge. Apply learning to increasingly complex program challenges and needs. Acquire learning through dedicated CRM groups, online and in-person training, certification courses and examinations, coaching, collaborating with other institutions and organizations, and consulting with vendors. 

What We Can Offer

  • Annual salary range for this position is $80,000 - 85,000. 

Benefits

The University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder.

Be Statements

Be collaborative. Be game-changing. Be Boulder.

What We Require

  • A Bachelor’s Degree from an accredited institution in computer science, computer information systems, or related field. A combination of education and/or related experience may be substituted for the degree on a year for year basis. 
  • Two years of professional experience in the administration, design, and/or implementation of Salesforce.com, including experience creating objects, fields and workflows, and customizing page layouts, fields, tabs, and business processes. 
  • Two years of experience as a business or technical analyst that includes business process documentation, development, and improvement; and the development of business cases and formal requirements specifications 

What You Will Need

  • Personal, organizational, and communication skills necessary to provide excellent customer service in resolving highly technical issues in a higher education setting. 
  • Ability to appropriately interact with campus-wide information technologists and end-users, including faculty, staff, and students. 
  • Ability to work independently and be proactive to ensure proper availability of systems/services. 
  • Strong written and oral communication skills. 

What We Would Like You To Have

  • Three or more years' experience in technology solutions engineering, technical infrastructure, or technical operations. 
  • Salesforce.com certification, including administrative certification (ADM201) and/or Sales Cloud / Service Cloud consulting certification. 
  • Experience with CRM implementation and service operations: marketing, recruiting, business development, customer service, multi-channel management, or case management. 
  • Experience working with data structures and data modeling. Experience with Data Loader/Demand Tools. 

Special Instructions

 24To apply, please submit the following materials: 
  1. A current resume. 
  2. A cover letter that specifically tells us how your background and experience align with the requirements, qualifications, and responsibilities of the position.
We may request references at a later time.

Please apply by September 24, 2021 for consideration.

Note: Application materials will not be accepted via email. For consideration, please apply through CU Boulder Jobs.

Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu