CRM Analyst (IT Business Analyst)

ENROLLMENT MANAGEMENT (IN-ENRL-IUINA)

Optimizing our enrollment mix is crucial to the long-term viability of IU Indianapolis. There are several factors that influence a student's college choice, persistence, graduation, and success. The Division of Enrollment Management is comprised of over 100 full-time staff in the Office of Undergraduate Admissions, Office of Student Financial Services, Office of the Registrar, and Office for Veterans and Military Personnel, as well as other areas supporting student enrollment. The Division also oversees and provides insight for its enrollment operations for the Fort Wayne and Columbus campuses.

The Division is looking for individuals who value and embrace innovation, change and entrepreneurial mindsets and approaches in advancing the mission of IU Indianapolis.

We applications from all individuals, regardless of age, gender, gender identity, sex, race, religion, color, disability, protected veteran status, sexual orientation, national origin, or any other legally protected category.

For information about the department, please visit: Division of Enrollment at IU Indianapolis

Department-Specific Responsibilities

• Serves the mission and directives of IU Indianapolis by working collaboratively within the Office of Undergraduate Admissions to achieve student recruitment, outreach, admissions, and enrollment objectives. 
• Provides project expertise in implementing student communication strategies, building, and maintaining admission reports, translating business requirements into solutions with functional Slate configuration based on knowledge of business processes, various university student systems, and the Slate CRM capabilities.
• Defines, develops, maintains, and loads data from external and internal sources into Slate. Structures and submits data to and from outside entities, conforming to unique specifications and requirements. 
• Designs, implements, and aids with the conceptualization and construction of communication campaigns, event campaigns, admissions reporting, and recruitment strategies (translating functional needs into appropriate systems). Provides instructions and guidance to staff, plans work, provides feedback, and establishes timelines for team projects. 
• Manages reviews of system features with functional staff and provide recommendations for improvements.
• Coordinates CRM training, documentation, reporting, communication, and support efforts for the office.
• Develops standards and business practices to best utilize the CRM system and program features including consistent data collection and management.
• Consults and collaborates jointly with the Operations and Student Experience Teams, within the Office of Undergraduate Admissions, to provide project expertise in implementing student communication strategies in support of the campus mission and objectives related to student recruitment and initial enrollment. 
• Develops standards and best practices in implementation of communication strategies using key enterprise and local systems developed to automate and customize communications.
• Acquires and maintains knowledge of numerous related students' systems (SIS, workflow, etc.). 
• Develops campaigns and reports for campus events and recruitment outreach initiatives; implement standards for data entry across all platforms. 
• Provides analysis of existing data and data structures that satisfies ad-hoc reporting/analysis requests. 
• Designs and implements an assessment plan to gauge success of the student communication strategies.
• Gathers and analyzes system campaigns and constituent feedback to provide recommendations for improvement. 
• Creates reporting specifications for new reports/dashboards/analytical tools and assists in testing/validation. 
• Defines, develops, maintains, and loads data from external and internal sources into our Customer Relationship Management (CRM) systems, Translates plain-language requests into CRM reports. Structures and submits data to and from outside entities, conforming to unique specifications and requirements. 
• Coordinates office training, documentation, communication, reporting, and support efforts with emphasis on communication content, timing, assessment, and improvement.
• Serves as resource on functional questions from Enrollment Management offices. Also include the role of campaign manager, executing planned communications with prospective and admitted students across student types. Documents data analysis efforts (data sources, reporting specifications, tools, issue/problem resolution).
• Works collaboratively with other CRM system users across the Division of Enrollment Management and university to ensure completeness and integrity of the system data. 
• Contributes to the continuous design and development of new and emerging communication initiatives for constituent offices. 
• Creates step-by-step process testing scripts and performs detailed functional system testing, assists in resolution of issues, presents final test results, and obtains agreement and approval of system features and upgrades.

General Responsibilities

• Conducts experienced assessments to understand client business needs and strategic direction and identifies technology solutions to achieve goals; consults with IT staff and business users to identify, analyze, refine and document business requirements and processes and develop associated solutions.
• Facilitates and leads interviews, focus groups, and workshops to establish current and future business requirements; coordinates the communication between stakeholders and service owners in order to effectively implement solutions.
• Performs experienced business analyses, including construction of data models, business use cases, process flows and technical specifications for transition to IT solutions; establishes system requirements through functional and technical assessments of existing software.
• Provides stakeholders with necessary analysis documentation for buy-in, leadership decision, and implementation; conducts walk-throughs of recommended system functionality and prototypes with business users in small group or large group settings.
• Ensures uniform documentation presentation and content structure including, but not limited to, online documentation.
• Develops test plans and conducts system/integration testing; can test changes, enhancements, and new programs or functions to ensure they meet business needs.

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.  

EDUCATION

Required

• Bachelor's degree preferably in analytic or computer related field. 

WORK EXPERIENCE

Required

• 2 years of business analysis experience working on complex problems and producing concrete, actionable solutions. 

Preferred

• 1 year of experience in student services, admissions, higher education, marketing, or Slate experience. 
• 1 years of experience working within enrollment management environments or other similarly complex electronic data applications. 

SKILLS

Required

• Proficient communication skills.
• Maintains a high degree of professionalism.
• Demonstrated time management and priority setting skills.
• Demonstrates a high commitment to quality.
• Possesses flexibility to work in a fast paced, dynamic environment.
• Seeks to acquire knowledge in area of specialty.
• Highly thorough and dependable.
• Demonstrates a high level of accuracy, even under pressure.
• Service-oriented and skilled in providing positive, friendly customer service.

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

IU Indianapolis

Indianapolis, Indiana

$58,000 - $62,000 per year based on experience. 

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure .

Career Level: Career

FLSA: Exempt

Job Function: Information Technology

Job Family: Business/Systems Analysis

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This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information .

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