Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.

The defined natural career progression within or between job profiles.

Customer Relationship Management (CRM)

CRM Analysts are responsible for Customer Relationship Management (CRM) system; leads and collaborates with CRM strategy, business process analysis and improvement, system administration, stakeholder management, project management, and end user training and support; responsible for maintaining the CRM systems including updates, enhancements, building reports, managing dashboards, workflows, and security.

• Evaluate, analyze, and maintain CRM system(s); serve as a liaison between technical staff and user groups
• Analyze requirements to define scope, objectives, and feasibility; modify and configure CRM to meet business needs and stakeholder requirements
• Collect user feedback regarding system performance and work with team to prioritize configuration requests
• Develop and execute test plans and validation, as well as other quality assurance measures; conduct testing such as user acceptance, performance, security, usability, etc.
• Design, implement, and analyze reports to determine the overall trends of the organization
• Maintain relationships with vendors; work with vendors on bug fixes, new features, and proper use of products
• Develop and provide trainings, demonstrations, and regular communication to end-users
• Maintain system documentation and records of changes and incidents
• Provide advanced customer service and functional support to end-users in area of expertise; assist with implementing “workarounds” when system issues affect operations
• May supervise staff members, including hiring, development, and performance management

Level:

– Intermediate Professional

Base Description:

– Completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates ability to perform intermediate tasks in defined skill areas. Demonstrates intermediate knowledge of internal procedures. Works under general supervision, performing assignments that may be varied and sometimes difficult. Supports team decisions and follows through with team responsibilities. Interprets and communicates information clearly and accurately. Demonstrates intermediate problem–solving skills.

Supervisory Responsibilities:

– May serve as direct supervisor for part–time, student, and/or temporary workers or volunteers

Fiscal Responsibilities:

– May validate and pay invoices

Problem Solving:

– Encounters generally routine problems; occasionally faces more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– Applies knowledge of larger unit goals, priorities, and related procedures in determining course of action

Independence of Action:

– Work is generally monitored by supervisor
– Detailed instructions and procedures are generally provided
– Uses available guidelines to make appropriate adaptations to routine situations and refers other situations to supervisor

Communication and Collaboration:

– Communicates internally within working unit and/or the University
– May communicate with external audiences
– Collaborates closely with team members
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials intended for distribution

• Comp Grade – 8
• Minimum – $51,000.00
• MidPoint – $62,500.00
• Maximum – $74,000.00