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CRM Solutions Architect

Company: Elgin Community College
Location: Elgin
Posted on: September 21, 2023

Job Description:

About ECC:

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.

Work Schedule:


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.

FLSA Status:


Grant Funded:


Job Summary:

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 plus.

  • 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 dynamic environment
  • 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 audiences

    Desired Knowledge, Skills & Abilities:

    Essential Duties:

  • 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 analysts.
  • 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 integrations.
  • 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 Cloud.
  • 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 issues.

    Other Duties:

  • Perform other job-related duties as assigned which pertain to the job description.

    Physical Demands:

    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.

    Visual Acuity:

    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).

    Work Environment:

    Moderate noise.

    Environmental Conditions:

    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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