CRM Solutions Architect
Company: Elgin Community College
Posted on: September 21, 2023
Elgin Community College serves over 9,000 students at every stage
of their educational journeys, including university transfer
programs, career and technical education, continuing education
classes, and adult basic education. As a community, we pride
ourselves on nurturing a welcoming campus where every
person-students, staff members, faculty members, and campus
visitors-feels valued. The work of each ECC employee is central to
the college's mission, and as an employer, the college fosters a
positive environment through professional challenges, excellent
benefits, and opportunities for recognition and camaraderie.
Rate of Pay:
This position is a grade 215 with a minimum of $66,825 and a
mid-point of $89,100. Salary offer will be commensurate with the
education/experience, in alignment with the College's compensation
philosophy, and the current CBA, if applicable.
An employee in this classification performs work of moderate
difficulty as the technical system architect, administrator and
primary support for ECC's CRM (Customer Relationship Management)
solutions - Salesforce Education Cloud and Ellucian CRM Advise
(built on Microsoft Dynamics). Work is distinguished by the ability
to effectively collaborate with developers and analysts to support
the CRMs and related integrations. This position will collaborate
with the Managing and Senior Directors of Enterprise Systems,
Applications and Project Management as well as the analyst teams
who support the CRMs for their divisions. General supervision is
received by the assigned manager.
Required Knowledge, Skills & Abilities:
- Bachelor's degree and 4 years of hands-on Salesforce
administrator experience, preferably with the Education Cloud;
certified Salesforce administrator preferred.
- Experience with Ellucian CRM Advise and/or Microsoft Dynamics a
- Experience with integrating applications such as Valence, Riva
Scheduling, Blackthorn Events Management, Twilio and Marketing
Cloud with the CRM preferred
- Experience with Ellucian Colleague preferred.
- Experience with a form builder such as Formstack.
- Experience with reporting and data analytics.
- Considerable problem-solving skills and ability to work in a
- Considerable business analysis skills and knowledge of higher
education business processes.
Considerable interpersonal skills and proven ability to collaborate
well with others including the ability to explain technical
concepts effectively to a variety of stakeholders and non-technical
Desired Knowledge, Skills & Abilities:
- Provide overall planning and administration of Salesforce
Education Cloud and Ellucian CRM Advise solutions identifying and
executing best practices and ensuring all regulatory, compliance
and security standards are met. Complete regular internal system
audits to ensure security and business compliance.
- Troubleshoot and resolve Salesforce Education Cloud, Ellucian
CRM Advise, related applications and integrations system problems
identified through system review and/or reported by the analysts.
Provide assessments of severity level, probability of recurrence,
and resolution options. Resolve problems by working with software
or service providers, any level of users required, with network,
desktop, or other application technical staff, or by directly
changing software applications or database data to resolve or clean
up any issues. Provide timely updates on resolution steps to
- Plan, analyze, and perform tasks to support software releases,
enhancements, upgrades, backups and patches to Salesforce Education
Cloud, Ellucian CRM Advise, related applications and integrations.
Assess and communicate any issues encountered to the appropriate
level managers, IT staff, and analysts. Set up and maintain new
system environments as needed for Production, Test, Development,
and Training. Build automated processes and tools to standardize
and simplify complex maintenance tasks. Identify, communicate and
verify new software features and programming standards required for
major software releases.
- Collaborate with analysts and design and create CRM solutions
to support new or enhanced user business requirements. Analyze,
research options with software or service providers, create
detailed system designs, develop (code), thoroughly test, document,
and implement software solutions (application programs and
conversion programs) on any technical platform required using any
development tools provided at the college. The software solutions
must be cost-effective and satisfy the needs of the end-user. This
includes but is not limited to creating and maintaining forms,
dashboards, workflows, data structures, page layouts, reports and
- Monitor system integrations with the Salesforce Education Cloud
and Ellucian CRM Advise solutions. This includes but is not limited
to integrations with Valence, Ellucian Colleague, Formstack, Riva
Scheduling, Blackthorn Event Management, Twilio and Marketing
- Design, create, and maintain the appropriate security set up
structure within Salesforce Education Cloud, Ellucian CRM Advise
and related applications. Limit access to application processes by
job functions. Set up and follow procedures for security requests
that follow sound security practices. Assist analysts in
determining the security structure appropriate for the user
departments they support.
- Create and maintain technical documentation for Salesforce
Education Cloud, Ellucian CRM Advise and integrated applications.
The technical documentation should describe tools, processes, and
procedures vital for the development and maintenance of the CRM
solutions and associated applications. Documentation should be
updated with new information as identified about problems and
solutions, upgrades and custom processes.
- Because the CRMs are constantly advancing and new functionality
is added, maintain proficiency and acquire knowledge by reading
trade journals, attending conferences, seminars and classes,
participating in discussions with colleagues, peer institutions and
coordinating with vendors. Actively participate in the Salesforce
and Ellucian user community forums to generate ideas and resolve
- Perform other job-related duties as assigned which pertain to
the job description.
Light Work: Exerting up to 25 pounds of force occasionally, and/or
up to 10 pounds of force frequently, and/or a negligible amount of
force constantly to move objects. If the use of arm and/or leg
controls requires exertion of forces greater than that for
sedentary work and the worker sits most of the time, the job is
rated for light work.
Position requires close visual acuity to perform activities (i.e.
preparing/analyzing data and figures; transcribing; viewing a
computer monitor; extensive reading; visual inspection involving
small defects, small parts, and/or operation of machines; using
measurement devices; and/or assembly or fabrication parts at
distances close to the eyes).
Typical office or administrative conditions (i.e. not substantially
exposed to adverse environmental conditions).
Current SSECCA Union Member Information:
The initial posting date for this position is 08/24/2023. Elgin
Community College Support Staff Association (SSECCA) members that
apply by 08/ and meet the posted minimum qualifications will
receive full consideration.
Equal Employment Opportunity Statement:
Elgin Community College does not discriminate, or tolerate
discrimination, against any member of its community on the basis of
race, color, national origin, ancestry, sex/gender/gender identity,
age, religion, disability, pregnancy, veteran status, marital
status, sexual orientation, or any other status protected by
applicable federal, state or local law in matters of admissions,
employment, or in any aspect of the educational programs or
activities it offers.
In addition, Elgin Community College provides reasonable
accommodations to qualified individuals with disabilities to ensure
equal access and equal opportunities with regard to employment
practices, educational opportunities, and programs and services. If
you need a reasonable accommodation for any part of the application
and hiring process, please notify the College's EEO/AA Officer.
Determinations on request for a reasonable accommodation will be
made on a case-by-case basis.
Keywords: Elgin Community College, Elgin , CRM Solutions Architect, Other , Elgin, Illinois
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