For a complete job description and to apply, please visit our job site at http://jobs.fitchburgstate.edu
General Statement of Duties: The Admissions CRM/ Data Analytics Administrator is responsible for the implementation and operations of a Customer Relationship Management system (CRM) to increase connections and engagement with prospective students, to enhance the enrollment management operations for the Admissions Office and other enrollment management departments.
The administrator will assist in planning and carrying out recruitment-focused messaging from concept to delivery to tracking and reporting. Provides data-informed and system-based solutions to facilitate outreach, recruitment, travel and territory, campus visit programming, yield programming and reporting and analysis.
The administrator utilizes proven communication and problem-solving skills to guide, train and assist all user groups on issues related to the design, development, deployment and identification of options to fully utilize CRM software critical to university operations. Collaborates with departments to conduct and identify business objectives and requirements.
This position provides software development and support in a multi-platform environment, utilizing software applications to support the planning, development, and coordination of recruitment and admissions efforts to recruit prospective students.
Duties & Responsibilities:
Responsible for the development and further implementation of Slate and Banner processes and procedures used by various Admissions and Enrollment Management units to assist admissions functions including: admissions application and document workflow and processing.
Design, create, and produce operational and strategic reports and information queries that allow for predictive analysis as well as data dashboards on the comprehensive applicant funnel.
Design, create and configure recruitment and admission-related functionality within the CRM, and provide technical and decision-making assistance to other enrollment services units and admission personnel including but not limited to form creation, student information entry, widgets and data analytic reports.
Use problem-solving skills to guide, train and assist all user groups on issues related to the design, development, deployment and identification of options to fully utilize CRM software critical to university operations.
Ensure data integrity, and provide analysis of key reports to various on and off-campus constituents.
Oversee daily functions and processes including student record maintenance, recurring and ad-hoc imports and exports, process automation, nightly file transfers between Slate, Banner, other 3rd party enrollment partners, and other tasks to ensure system performance and maximize system efficiency.
Maintain features and capabilities of CRM components, ensuring they are functional, and troubleshoot and resolve issues as required.
Serve as the functional manager of CRM software (Slate), and liaise with internal and external CRM support providers, including Enrollment Management units, University I.T. and software vendors to test new functionality and upgrades to Slate and the Admissions module of Banner.
Collaborate with the office of Marketing and Integrated Communications to implement and maintain a comprehensive communication plan, and build communication flows to contact prospective students that integrates and supports their marketing, advertising and general awareness campaigns.
Ensure that data related to prospective students is collected, entered and maintained in a manner that effectively supports student relationship management and increases applicant yield.
Document processes, develop procedure manual, and provide support and CRM training to staff on an ongoing basis.
Respond to inquiries from prospective students using, but not limited to, telephone, email, and social media platforms.
Completes all mandatory training and participates in a minimum of one CRM (Slate) or SIS (Banner) related professional development each year.
Participates in community and professional organizations as a representative of Fitchburg State Admissions Office when applicable.
Performs other duties as assigned.
Qualifications:
Bachelor's degree with a preference for degrees in information systems, computer science, business administration, management information systems, marketing, statistics, social sciences; Master’s degree highly desired.
Minimum of three to five years of progressive work experience with CRM systems administration.
Experience with software application development and/or database management.
Knowledge and experience in recruiting/sales and/or college admissions.
Experience working in a fast-paced and customer service rich environment with a diversifying student body
Ability to perform above duties with or without reasonable accommodation.
Must be able to satisfactorily pass a check conducted by the Criminal History Systems Board (CORI) as well as a completed background check satisfactory to the university.
Preferred Qualifications:
Extensive previous experience with CRM, document imaging software, admissions and/or university information system including Technolutions’ Slate and Ellucian’s Banner
Coding experience with one or more programming languages such as HTML, SQL, XML, Javascript, etc.
Demonstrated ability to develop and implement new technologies and/or services in a high-impact environment including robust training to end-users.
Proven ability to organize, manage and meet goals/project deliverables with a detail-oriented work style;
Demonstrated experience and ability working with relational databases and interpreting, analyzing and reporting data with the ability to evaluate, troubleshoot and problem solve.
About Fitchburg State University
Fitchburg State University, located in Fitchburg, Massachusetts, is a public institution dedicated to integrating high-quality professional programs with strong liberal arts and sciences studies. Founded in 1894, the university now has more than 30 undergraduate programs and 22 master's degree programs, and 7,000 full and part-time students.
