The University of New Brunswick Fredericton welcomes applications for the position of CRM Support Analyst with Student Recruitment. This is a 3-year term, full-time (36.25 hours per week) position with a salary range of $45,210 - $56,511 per annum.
The CRM Support Analyst reports to the Finance & Data Analysis Manager, and fulfills tier 1 and tier 2 requests, resolves, and prevents incidents through regular monitoring of CRM Recruit, provides support to internal and external users, provides basic training to new users, and works as a CRM Recruit subject matter expert as needed.
Position summary:
- Monitor the service request list, log, classify, and prioritize requests, communicate the completion date to the users, complete the request by the agreed upon date.
- Evaluate completed requests for quality control, complete request documentation, and close requests.
- Restore services following incidents and prevent outages.
- Apply known fixes, prioritize, and categorize incidents/vulnerabilities.
- Investigate, and diagnose the incident/vulnerability, resolve, or escalate to the CRM Management Committee, validate the resolution, and maintain documentation.
- Work directly with Ellucian Action to submit tickets and follow-up ongoing system issues, as needed.
- Administer and track access to CRM Recruit. Maintain software licenses, create, and maintain support documentation, and ongoing training with end users.
- Participate in departmental and university activities.
- Participate in project teams and complete independent projects.
- Assist with building new forms and functionality within the CRM.
Requirements/Skills:
- Community College in a technology field.
- 2 years' related technology work experience.
- Experience troubleshooting Windows, Macintosh, and Linux operating systems.
- Excellent customer service skills.
- Aptitude to learn new technical programs and skills.
- Experience with Microsoft Dynamics, SalesForce, Colleague, or CRM Recruit would be considered an asset.
- Experience with SQL/SRSS reporting would be considered an asset.
- Must be able to work independently or as part of a team.
- Must be willing to work occasional overtime and have hours adjusted.
- Participation in after-hours emergency response if available.
Closing date for applications is August 12, 2022 at 4:00 PM.
This position is covered by the terms and conditions contained in the Collective Agreement negotiated between UNB and PSAC/PTSU Local 60551.
The University of New Brunswick and PSAC/PTSU Local 60551 are committed to employment equity and fostering diversity within our community and developing an inclusive workplace that reflects the richness of the broader community that we serve. The University welcomes and encourages applications from all qualified individuals who will help us achieve our goals, including women, visible minorities, Aboriginal persons, persons with disabilities, persons of any sexual orientation, gender identity or gender expression. Preference will be given to Canadian citizens and permanent residents of Canada.
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