CRM Business Analyst (Business Analyst)
Indiana University

Department

UNIVERSITY ENROLLMENT SERVICES (UA-SES-IUBLA)

Department Information

University Enrollment Services (UES) supports the academic and student services missions of Indiana University by developing, coordinating, and managing university-wide shared services in the areas of admissions and transfer operations, financial aid, student records & data management, and military and veteran affairs. UES works closely with campus-based partners to enhance customer service; implement best practices; drive student-related technology development; comply with federal, state, and institutional guidelines; and support their overall enrollment and retention goals. This team uses data to identify new opportunities and to prioritize work, which drives innovation and creates efficiency across the University.

Job Summary

Department-Specific Responsibilities

• Supports 9 Indiana University (IU) campuses and IU Online with their Customer Relationship Management (CRM) needs.
• Utilizes the CRM to create reports, dashboards, forms, and campaigns to support partner communication plans, events, data needs, and overall recruitment goals.
• Utilizes Marketing Cloud to implement communication (emails, SMS, and letters) plans through the creation of automations and journeys.
• Frequently merges duplicate records in the CRM and resend individual emails as needed.
• Formats and uploads list loads to the CRM on a weekly or as-needed basis.
• Frequently troubleshoots and problem solves complex processes related to the CRM.
• Collaborates with other departments at IU to develop and implement complex processes utilizing the CRM (e.g., Intent to Enroll process, Cancellation form process, Bloomington/IU Indianapolis Denial processes, RRM journeys, etc.).

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.

Qualifications

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 science related field

WORK EXPERIENCE

Required

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

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
• Demonstrated analytical skills
• Service-oriented and skilled in providing positive, friendly customer service

Preferred

• Ability to operate in the Salesforce CRM environment and adapt to new CRM systems (e.g., Slate)

Working Conditions / Demands

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.

Work Location

Indianapolis, Indiana or Bloomington, Indiana

This position is eligible to work a hybrid schedule (mix between 2 days remote and 3 days in-person work), subject to change in the future based on university policy and business needs.

Benefits Overview

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.

Job Classification

Career Level: Career

FLSA: Exempt

Job Function: General Administration

Job Family: Business Analysis
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

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.

Equal Employment Opportunity

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.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

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