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:

– Supervisor

Base Description:

– Supervises direct reports, but primarily completes activities, tasks, and/or projects of a functional nature.

Level Summary:

– Demonstrates appropriate knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. Demonstrates baseline planning, organizing, directing, and facilitating skills. Reviews completed work of others to verify accuracy and quality. Follows recommended approaches to assigned work. Supervises assigned staff and coordinates routine work activities. Monitors employee interactions and facilitates a productive working environment. Communicates instructions and policies in a consistent, effective and timely manner. Identifies and addresses concerns appropriately. Makes recommendations for possible solutions.

Supervisory Responsibilities:

– Typically oversees at least 2 full–time direct reports or equivalent team of part–time and/or student workers (for Support track, performs work at Senior Support level or higher; for Professional track, performs work at the Advanced Professional level or higher)

Fiscal Responsibilities:

– May validate and pay invoices
– May monitor/track budgets for specific area and/or grant(s)

Problem Solving:

– Encounters generally routine problems with progressively more complex and/or varied problems
– Typically follows standard operating procedures to resolve problems
– May apply specialized knowledge and skills to resolve complex and/or varied problems
– Applies proven and tries new approaches when solving problems

Independence of Action:

– Works with minimal supervision on difficult work assignments, conferring with manager on unusual matters
– Follows precedents and procedures
– Organizes work of direct reports and may set priorities within general guidelines established by manager
– Reviews the work of others to verify accuracy, quality, and conformance to required procedures and special instructions

Communication and Collaboration:

– Communicates internally within working unit and the University
– Communicates with external audiences for scheduling/coordination
– May communicate with external audiences for business purposes
– Collaborates closely with team members; may interact with other staff outside of area
– Utilizes a communication style that is appropriate for a given situation
– Interprets and communicates information, ideas and instructions clearly and accurately both verbally and in written materials

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