CRM Administrator/Business Analyst

Job Summary:

UW-Madison is in the early stages of implementing Salesforce as the enterprise constituent relationship management (CRM) platform. The Enterprise CRM and Engagement Solutions (ECES) team, located centrally within the Division of Information Technology collaborates with stakeholders across campus to understand their requirements and build enterprise solutions while developing a domain-driven, integrated Salesforce rollout strategy for the entire university.

The CRM Administrator/Business Analyst (Admin/BA) role will help maintain one of the enterprise Salesforce instances on behalf of a specific stakeholder group, UW-Extension. The Admin/BA will focus on implementing Blackthorn Events, then explore other opportunities within Extension to determine their CRM needs, understand pain points, and conduct extensive requirements gathering.

This position will collaborate with other ECES team members to architect and build solutions, participate in new project work, support Extension users and fulfill their production support requests.

Responsibilities:

Configures, integrates, administers, and provides advanced and varied consultation, project management, and operational support of highly complex applications or services with a large number of users. Anticipates issues and devises resolution methodology to support the business operations of the institution.

• 5% Creates and updates access permissions and maintains user accounts to maintain application security through user profile management
• 5% Monitors and maintains performance metrics for application features and recommends and takes corrective/preventive actions
• 5% Troubleshoots hardware, software, and system problems and resolves issues and questions by working with vendors
• 5% Participates in the evaluation of vendor software releases and impact
• 5% Coordinates and monitors updates and the installation of upgrades and patches
• 20% Recommends application enhancements or changes that may involve custom design, integrations, and third-party products
• 25% Participates in the design, development, and implementation of test and production objects. Defines user requirements and performs configuration, change management, and testing activities
• 15% Develops and maintains documentation related to the system. Communicates system enhancement or changes as needed
• 5% Plans and directs staff implementation of small to medium technical projects related to system as needed
• 10% Regularly communicates with internal leadership to assess efficacy of system and discuss improvements and new features

Institutional Statement on Diversity:

Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:

Preferred
Bachelor's Degree

Qualifications:

Required Qualifications:
-Experience as a Salesforce administrator in a production environment
-Experience conducting business analysis work, such as: eliciting business requirements; document business processes; developing and assessing business cases for change; measuring the impact of process improvements; leading or preparing change management processes
- Experience designing and implementing technology solutions to meet users' needs

In addition to required qualifications, the most qualified candidates may also have the following preferred qualifications:
- Experience providing technical support to end users of software systems
- Experience developing and leading technology-focused training
- Experience or certifications in Salesforce (particularly Administrator, Business Analyst), Informatica, Design Thinking, and/or equivalent practices or methodologies
- Experience working with higher education institutions
- Familiarity with Salesforce Education Data Architecture (EDA)
- Experience with implementing and supporting Blackthorn Events

Work Type:

Full Time: 100%

This position is eligible for any of the following: 100% remote work; partial remote work; or fully on-site. Remote work requires an approved remote work agreement (RWA) agreement. An RWA requires successful candidates to possess their own high-speed internet and phone to perform the work on a university provided computer. Per University policy, transportation between home and assigned work location is not payable/reimbursable and will be at the expense of the employee.

Appointment Type, Duration:

Terminal, 12 month appointment.
This position has the possibility to be extended or converted to an ongoing appointment based on need and/or funding

Salary:

Minimum $80,000 ANNUAL (12 months)
Depending on Qualifications
Starting salary will be based on experience and qualifications. Well qualified applicants can expect to earn between $80,000 - $90,000, with final salary based on experience and qualifications.

Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits.

Additional Information:

Please note that successful applicants must be authorized to work in the United States without need of employer sponsorship, on or before the effective date of appointment. University sponsorship is not available for this position.

This position will initially last one year, with the possibility of extending the position up to a maximum of two years and/or it may turn into an ongoing appointment based on program need and funding availability.

How to Apply:

Click on the "Apply Online" button to start the application process.
You will be prompted to upload the following documents:

-Resume
-Letter of Qualifications

Applicants should attach a letter of qualifications and resume detailing their training and experience relating to the required and preferred qualifications referenced above. The application reviewers will be relying on written application materials to determine which qualified applicants will advance in the recruitment process.

Contact:

Katelyn Spanbauer
katelyn.spanbauer@wisc.edu
608-262-1936
Relay Access (WTRS): 7-1-1. See RELAY_SERVICE for further information.

---

---

Official Title:

Application Administrator II(IT109)

Department(s):

A06-INFORMATION TECHNOLOGY/ADI/DEPT OFFICE

Employment Class:

Academic Staff-Terminal

Job Number:

294741-AS

 

The University of Wisconsin-Madison is an Equal Opportunity and Affirmative Action Employer.

Qualified applicants will receive consideration for employment without regard to, including but not limited to, race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, disability, or status as a protected veteran and other bases as defined by federal regulations and UW System policies. We promote excellence through diversity and encourage all qualified individuals to apply.

If you need to request an accommodation because of a disability, you can find information about how to make a request at the following website: https://employeedisabilities.wisc.edu/disability-accommodation-information-for-applicants/

Employment will require a criminal background check. It will also require you and your references to answer questions regarding sexual violence and sexual harassment.

The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

The Annual Security and Fire Safety Report contains current campus safety and disciplinary policies, crime statistics for the previous 3 calendar years, and on-campus student housing fire safety policies and fire statistics for the previous 3 calendar years. UW-Madison will provide a paper copy upon request; please contact the University of Wisconsin Police Department.

Salary : $80,000 - $90,000