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:

– Senior Supervisor

Base Description:

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

Level Summary:

– Demonstrates comprehensive knowledge to perform own work; spends majority of time on tasks related to own job responsibilities. May demonstrate subject matter expertise. Demonstrates intermediate to advanced planning, organizing, directing, and facilitating skills. Demonstrates the ability to coach assigned employees. Assigns and reviews completed work to verify accuracy, quality, and adherence to professional standards. Trains, coaches, mentors, and motivates staff. Anticipates potential problems, issues, and opportunities; researches and recommends solutions within defined policies. May develop creative recommendations for solving problems.

Supervisory Responsibilities:

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

Fiscal Responsibilities:

– May validate and pay invoices
– Monitors and tracks budgets for specific area and/or grant(s)
– May assist in planning and forecasting budgets

Problem Solving:

– Encounters moderately complex problems
– Applies general precedents and practices and specialized knowledge and skills to resolve problems
– Understands benefits, limitations and impact of potential solutions
– Anticipates potential problems and recommends possible solutions within general guidelines

Independence of Action:

– Works independently on moderately complex work assignments, reviews progress, and evaluates results
– Organizes work of direct reports and sets team priorities
– Reviews the work of others to verify accuracy, quality, and adherence to professional standards

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, accurately and persuasively both verbally and in written materials intended for distribution

• Comp Grade – 11
• Minimum – $68,200.00
• MidPoint – $85,200.00
• Maximum – $102,300.00