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:

– Senior Professional

Base Description:

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

Level Summary:

– Demonstrates advanced knowledge of principles, practices, and procedures of a particular field. Works independently on moderately complex work assignments under limited oversight, reviews progress, and evaluates results. Monitors work and projects ensuring timeliness, quality, and efficiency. Identifies and mobilizes resources to achieve outcomes. Trains others and reviews progress with management. Presents ideas, concepts, and instructions in a clear and persuasive manner. Develops new techniques, concepts, and approaches and applies them to moderately complex and strategic and/or operational issues.

Supervisory Responsibilities:

– Indirect supervisor 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
– Monitors and tracks budgets and funding

Problem Solving:

– Encounters moderately complex problems
– Applies specialized knowledge and skills to resolve problems
– Understands benefits, limitations, and impact of potential solutions

Independence of Action:

– Works independently on moderately complex work assignments, reviews progress, and evaluates results
– May set priorities and organize work within general guidelines established by supervisor
– May review the work of others to verify accuracy 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
– Coaches others in using appropriate strategies for resolving conflict; negotiating reasonable compromises; and proposing and evaluating possible solutions
– Give candid and constructive feedback to others to influence and persuade managers and employees to accept and implement findings and recommendations

• Comp Grade – 12
• Minimum – $81,312.00
• MidPoint – $101,664.00
• Maximum – $122,016.00

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