Penn State Job Catalog

Additional levels that exist for this job profile can be seen below.
Missing levels within the leveling matrix can be added based on business need.

The defined natural career progression within or between job profiles.

CRM Systems

The CRM Systems Analyst serves as a functional and technical partner within the University's central enterprise office, supporting the effective use, administration, configuration, optimization, and continuous improvement of the institutional CRM ecosystem, which includes Salesforce, Marketing Cloud, and related CRM technologies; bridges business operations and enterprise technology by analyzing business processes and requirements, designing scalable solutions, configuring and administering CRM capabilities, supporting implementations and testing, and promoting effective adoption across the University; supports enterprise CRM platform capabilities while ensuring solutions align with University strategic objectives, enterprise architecture, security, accessibility, data governance, and compliance standards.

• Collaborate with University stakeholders across work units to understand business objectives, analyze processes, identify improvement opportunities, and gather, document, and validate requirements for solutions
• Facilitate discovery sessions, workshops, interviews, and process reviews to translate business needs into functional requirements, user stories, acceptance criteria, process maps, solution specifications, and implementation plans
• Analyze business processes and recommend improvements that leverage CRM technology capabilities. automation, data, and analytics to improve operational effectiveness and user experience
• Partner with analysts, developers, administrators, architects, integration teams, and business stakeholders to design scalable, maintainable solutions aligned with enterprise architecture and institutional objectives
• Evaluate configuration, automation, customization, and integration approaches and recommend solutions based on business requirements, scalability, maintainability, security, and CRM best practices
• Administer, configure, and optimize CRM capabilities using declarative platform tools, including objects, fields, record types, page layouts, flows, validation rules, permissions, reports, dashboards, and related functionality
• Administer and optimize platform capabilities, which may include CRM, marketing automation, analytics, data management, customer engagement, and other cloud technologies, based on business needs and assigned areas of responsibility
• Promote data quality, integrity, consistency, and governance through validation, reporting, data management practices, and collaboration with institutional data partners
• Develop and maintain reports, dashboards, analytical tools, and performance metrics to support operational reporting and data-informed decision-making
• Collaborate with technical teams and vendors to implement, test, validate, and deploy solutions in accordance with established change management, release management, and change control processes
• Support functional, user acceptance, regression, and release testing by developing test scenarios and validating that implemented solutions meet business requirements and intended outcomes
• Support CRM environment management, release validation, sandbox activities, and related platform lifecycle processes
• Monitor system functionality, platform performance, and operational issues; resolve functional issues and coordinate with technical resources to address complex or platform-level problems
• Maintain system integrity and support adherence to institutional requirements for security, accessibility, privacy, records management, data governance, and applicable regulatory standards
• Contribute to enterprise roadmap development, backlog refinement, governance, and continuous platform improvement initiatives
• Develop and maintain business, process, configuration, technical, and user documentation to support solutions and ongoing operations
• Support organizational change management by assessing user impacts, developing communications, facilitating training, and creating user guides, knowledge articles, and other adoption resources
• Communicate system changes, new functionality, updates, and best practices to stakeholders and end users
• Provide ongoing functional support and consultation to University users by analyzing inquiries, recommending solutions, and escalating complex technical issues as appropriate
• Evaluate new releases, emerging capabilities, and higher education best practices to identify opportunities for improving business processes, system functionality, and user experience
• Maintain current knowledge of Salesforce technologies, business analysis practices, and industry trends; pursue and maintain relevant professional certifications
• May supervise staff, including hiring, training, coaching, performance management, and professional development

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 – 11
• Minimum – $72,300.00
• MidPoint – $90,312.00
• Maximum – $108,444.00

• Computer network security
• Customer Service
• Process management
• Project Management
• Report writing
• Stakeholder management
• System design
• Technical support
• User experience
• Vendor management