Applications Support Specialist
Purpose
Purpose:
The PSCRM position serves a critical need in OGS. It provides high level and high volume support for recruitment and admissions through development and management of the PeopleSoft Customer Relationship Management (CRM) system.
Essential Functions
Function 1:
Oversee day-to-day operations and provide support for users of the Customer Relationship Management (CRM) system. Responsibilities include business process design, data transfer, report/dashboard design, documentation and marketing campaign support. Analyze and resolve CRM program issues in a timely and accurate fashion and monitor data quality.
34 % Time
Function 2:
Apply proven communication and problem-solving skills to guide and assist the user group(s) with issues related to the design, development, and deployment of CRM critical to business operations. Works with multiple IT teams and the university departments to develop, maintain, and enhance CRM applications. Act as a hub for all the end user groups and business functions, liaising with the Technology group and OIT as required.
33 % Time
Function 3:
Advise on solution design within the constructs of the business model to ensure continuity of the system's integrity over time, and implement agreed-upon solutions in a controlled manner.
33 % Time
Function 4:
% Time
Function 5:
% Time
Function 6:
% Time
Function 7:
% Time
Function 8:
% Time
Marginal/Incidental Functions
Marginal/Incidental Functions:
Other functions as assigned.
Qualifications
Required Qualifications:
60 hours of university or college with coursework in computing, information systems, or related field. 6 months experience with a proficient understanding of relational database, client-server concepts, and computer programming, understanding of all phases of the application development lifecycle, and strong MS Office skills (Word, Excel). Ability to work with users and other IT members on a routine basis to troubleshoot reported problems pertaining to application software. Ability to identify the cause, design or develop an approach for resolution and implement the correction and customize software to meet user specific needs. Experience providing 2nd level support for application problems. Applicants must include in their online resume the following information: 1) Employment history: name of company, period employed (from month/year to month/year), job title, summary of job duties and 2) Education: school name, degree type, major, graduated or not, and hours completed if not graduated.
Preferred Qualifications:
Bachelor's degree in related discipline. 1 to 2 years previous experience working with PeopleSoft CRM 8.9 or higher. Certifications in supported technologies. Excellent organization, teamwork, problem-solving, communication (verbal and written) skills. Ability to do the following: review, analyze, and modify systems, including coding, testing, de-bugging, and installing to support software applications; define and analyze information technology needs and then modify existing software, systems, and/or processes to meet user needs; create technical specifications, detailed software design documentation based on business requirements; design, code, test, and install complex computer programs based on technical specifications using Enterprise standard development tools; interact with the user community to gather and document business requirements; conduct process analysis and draft conceptual design; perform data mapping, conversion testing, and end-user documentation; assess the impact of application upgrades and provide proposals for applying them effectively. Willingness to work on multiple projects with competing deadlines requiring strong attention to detail.