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:

– Advanced Professional

Base Description:

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

Level Summary:

– Demonstrates proficient and comprehensive knowledge of defined skill areas/applications. Applies knowledge of principles, practices, and procedures of a particular field to decision-making and problem–solving. Works under minimum supervision on varied and sometimes difficult work assignments, conferring with supervisor or subject matter experts on unusual matters. May lead others or a team in completion of complex assignments. Interprets and communicates information clearly, accurately, and persuasively. Researches and tries new approaches when solving difficult or novel problems.

Supervisory Responsibilities:

– Indirect supervisor or mentor for other full–time employees
– May serve as direct supervisor for part–time, student, and/or temporary workers, volunteers, or a full–time employee

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets and funding

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows recommended course of action and procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems, with supervisor oversight
– Researches and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on more difficult work assignments, conferring with supervisor on unusual matters
– Follows precedents and procedures
– May set priorities and organize work within general guidelines established by supervisor

Communication and Collaboration:

– Communicates internally and externally within working unit and the University
– May communicate with external audiences for business purposes
– Promotes open communication in a manner that builds relationships among team members
– Applies appropriate strategies for managing conflict; negotiate reasonable compromises; propose and evaluate possible solutions
– Interprets and communicates information, ideas and instructions clearly, accurately and persuasively both verbally and in written materials intended for distribution

• Comp Grade – 10
• Minimum – $61,800.00
• MidPoint – $75,700.00
• Maximum – $89,600.00