System Administrator and User Support Specialist

POSITION SUMMARY:

Reporting to the Director of Enrollment and Student CRM Systems, the Systems Administration and User Support Specialist play a key role in advancing the effective use and ongoing evolution of the University’s Slate CRM platform across multiple databases. The specialist serves as both a frontline resource and a subject matter expert for Slate users across campus, guiding adoption through training, documentation, and collaborative problem-solving. In addition to supporting end users, the specialist develops and maintains core CRM functionality (including forms, events, and communication tools), contributes to the design and enhancement of data structures, workflows, applications, portals, integrations, and related components, and ensures data integrity through auditing and resolution efforts. The specialist also partners on cross-functional projects to optimize CRM capabilities for institutional goals, manages testing and quality assurance processes, and oversees team and project productivity practices to support effective collaboration and alignment across university priorities.

JOB DUTIES/RESPONSIBILITIES:

System Configuration, Development, and Customization (40%)

• Develop communication campaigns, forms, and events/templates in support of core processes and workflows for units across campus. Support and monitor constituency usage of communication, form, and event tools.
• Customize the CRM configuration in Slate to meet the unique needs of different offices/departments.
• Assist in development of Slate data structures, workflows, applications, automations, portals, and related infrastructure to support operational requirements and streamline processes for offices across campus.
• Build and configure application and form processes in Slate (including infrastructure for supporting materials, recommendations/references, checklists, and other processing needs).
• Build complex, multi-stage workflows to streamline and automate business processes; assist in implementation of appropriate permission settings and access controls, ensuring data security and maintaining compliance.
• Create and maintain portals for student, staff, and faculty end users, providing secure and personalized access to relevant information, forms, and applications.
• Stay up to date with industry best practices and technological advancements, exploring opportunities to leverage new features and functionalities of the Slate system.

User Training and Support (30%)

• Create and maintain comprehensive documentation of system configurations, workflows, and user guides to facilitate knowledge sharing and support users.
• Develop and deliver training programs and materials to educate users on optimized system usage, new features, and best practices.
• Develop and implement innovative solutions for managing, maintaining, and sharing documentation, training, and instruction materials; conceptualize, design, and/or develop tools and applications to provide robust and user-friendly support resources.
• Troubleshoot and diagnose user-reported problems, identify and implement solutions, and triage problems to other ESCRMS process owners or Technolutions support as necessary; guide power users in understanding and troubleshooting problems independently.
• Develop and manage user assistance processes and tools, ensuring rapid and optimal resolution of requests for assistance while optimizing ESCRMS team bandwidth; manage productivity tools (e.g. Airtable, Slack) for use by Slate constituents across campus.
• Serve as a subject matter expert in Slate administration; develop, train, and guide Slate users across campus; support individual offices in their day-to-day adoption of Slate functionality.

System Administration and Maintenance (20%)

• Develop tools and practices for auditing data in Slate to maintain data integrity.
• Develop tools for monitoring user adherence to system requirements and best practices, and for automating alert and mitigation notifications.
• Investigate and resolve system issues, including errors for imports/exports and integrations between systems, and data discrepancies.
• Assist Slate users with matching and duplication issues in data imports.
• Assist in design and implementation of system integrations, developing import/export processes in Slate and ensuring seamless and secure data flow between Slate and other applications.

ESCRMS Team Management and Process/Tool Development (10%)

• Continuously evaluate existing team processes and identify areas for improvement.
• Develop and implement innovative solutions to enhance team productivity and efficiency; manage team productivity tools and practices (e.g. Airtable, Slack).
• Conceptualize, design, and build tools and applications to support the team's operations; utilize technical skills to create solutions that optimize team performance and decision-making processes; stay up to date with technological advancements and suggest relevant tools to enhance team collaboration.
• Prepare requests for operating budget; reconcile expenditures, process financial transactions and audit monthly budget reports.

CONTACTS:

• Frequent interaction with Slate users, program managers, and stakeholders across campus.
• Occasional collaboration with Enterprise Applications (IS), campus data stewards, VP for Enrollment Management, VP for Planning and Policy, University Communications, and Technolutions staff.
• Occasional contact with vendors providing consulting or development services.

WORKING CONDITIONS/PHYSICAL EFFORT:

Majority of work is completed at two-monitor workstation and requires one to work from computer full-time. Remote work may be considered.

QUALIFICATIONS:

Knowledge, skills & ability:

• Advanced knowledge of relational database (CRM) configuration and management.
• Strong analytical, research, critical thinking, and creative problem-solving skills, including the ability to identify, analyze, and resolve complex problems.
• Strong attention to detail and demonstrated ability to audit data, map processes, and organize/synthesize information from disparate sources.
• Demonstrated ability to balance multiple projects and tasks and to adapt in a fast-paced, ever-changing environment.
• Demonstrated ability to learn new systems, procedures, and processes quickly and independently.
• Excellent interpersonal and communication skills, and the ability to build and maintain strong relationships with Slate users and teams across campus.
• Demonstrated ability to create system/process documentation, develop training materials/plans, and train users.
• Proficiency in Microsoft suite of products.
• Knowledge of student information systems (SIS) preferred.
• Thorough understanding of FERPA and compliance; demonstrated ability to handle highly confidential information.

EDUCATION & EXPERIENCE:

• Bachelor’s degree required.
• Prior higher education experience preferred.
• 3-5 years of experience working in CRM/relational database systems required.
• Experience in reporting, UX/UI design, and/or web development preferred.

WORK HOURS:

• Full-time; Exempt
• Monday-Friday 8:30AM-5:00pm

PAY STRUCTURE:

Pay Grade 6 (Hiring range $47,154 to $62,483 annually)