• Gonzaga University
  • $85,860.00 -133,540.00/year*
  • Vancouver , WA
  • Customer Service/Call Center
  • Full-Time


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At Gonzaga we don t just state our mission. We live it every day as a Catholic, Jesuit, and humanistic University. It is the reason we exist and the foundation for our purpose: educating students for lives of leadership and service. From students to faculty and staff members, everyone here knows what we stand for and they know how valuable our mission is to the success of our institution.

Our competitive benefit packages are part of Gonzaga s commitment to care for the whole person. Packages include medical, dental, vision, life insurance, disability insurance, flexible spending accounts, retirement, tuition benefits, and other University-provided benefits.

We also provide numerous resources which help bring balance to the complexities of work and personal life through our work/life and wellness programs.

Gonzaga University is looking for an experienced CRM Business Analyst to join the Gonzaga Information Technology Services Team to support its enterprise-wide CRM. Reporting to the CRM Technical Architect, this hands-on resource has familiarity with all aspects of CRM, including the technical requirements, system configuration, user requirements, and related policies and procedures.

The ideal candidate will work with the technical team, unit-based functional leaders, and ITS team members, leveraging CRM knowledge to meet stakeholders business requirements. This position will capture and model/map business requirements, and work with business partners to understand directions and priorities to assure the delivery of quality solutions. The Business Analyst is responsible for testing new functionality deployed and for facilitating user adoption through supporting training and other communications. The successful candidate will also support functional units with advanced querying and data analysis. This role will serve as project leader on small to medium-sized projects or on a portion of a larger project, as assigned.

Please note that the Gonzaga s CRM solution referenced above implies that Gonzaga may choose to employ more than one CRM software.

Principle duties and responsibilities an employee must perform with or without reasonable accommodation)1.In partnership with functional owners, works to understand specific business needs, evaluates the effectiveness with which those needs are being met, and identifies opportunities for increased efficiencies through the effective utilization of Gonzaga s CRM solution. Writes functional requirement and technical specifications, presents proposals, creates process documents, and develops solutions for functional owners. 2.Collaborates with CRM Developer and Technical Architect to ensure that any proposed changes, specifications, or new functionality align with the CRM application strategy and underlying architecture. 3.Creates testing plans and test scenarios / use cases for end users for deployment of new functionality. Supports management of user-acceptance testing. 4.In partnership with the CRM Architecture Team, manages the implementation of the approved development / functionality. 5.Develops and validates queries for the successful extraction of data from source systems. Designs, develops, tests, and maintains reports to support business needs. 6.Supports the CRM Developer with preparing for upgrades and other maintenance activities. 7.Partners with ITS training team on training related to the deployment of new processes and functionality enabled by the CRM, driving further user adoption. 8.Partners with ITS change management personnel to create system update communications. 9.Develops and maintains detailed technical documentation in support of new or existing systems.

1.Actively contributes to the results of a team and works towards achieving team goals and objectives.2.Applies and maintains the project management processes designated by Gonzaga ITS Project Management Office.3.Attends all staff meetings.4.Represents the ITS Department on committees, taskforces and other work groups as appropriate.5.Performs other duties as requested in support of Gonzaga s mission.6.Performs other duties as assigned.

Position reports to CRM Technical Architect. No employees report into this position

3-5 years of experience in report writer or analyst role. Strong capabilities in CRM system configuration, test script development, functional analysis, coordination of user acceptance and sign off, business process improvement, fit/gap analysis, requirements documentation, and presentation of options and solutions facilitation. Understanding of application architecture principles, protocols and practices, including data structures, data modeling, and data security. Knowledge of object-oriented analysis and design, database design and software development lifecycle. Excellent project management skills. Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards. Strong history of technical project management experience (ITIL, PMP standards). Creative and analytical thinker with strong problem-solving skills. Must demonstrate exceptional verbal and written communication skills. Broad level of understanding surrounding information systems and application architecture standards. Positive attitude, consistently proactive in carrying out responsibilities, proven ability to work successfully with diverse populations, and demonstrated commitment to promote and enhance diversity and inclusion.

Experience with SQL. Certifications from major CRM providers (e.g. Certified Business Specialist certification). Experience with Slate CRM preferred ITIL certification or similar certification/experience. CRM experience in higher education. Experience with Ellucian Banner ERP. Mac and PC proficient. Experience with incorporating data governance principles into project management / implementations Experience in implementing cloud-based solutions Experience implementing projects in partnership with outside vendors / consultants

Ability to sit for extended periods of time. Ability to read and interpret visual clues from printed matter, projected images, computer screen displays, three-dimensional objects. Frequent use of wrists and hands on keyboarding and computer mouse manipulation. Involves intensive use of computer screen displays. Involves lifting 20 pounds, reaching overhead, stooping, kneeling, bending, walking, carrying and pushing wheeled carts (up to 300 pounds). Ability to bend, kneel, stoop, reach and sit as needed for office work and presentations. Ability to work extended or varied hours as needed to solve project issues, ITS emergencies, or provide normal or extended project support during busy periods of the year. Ability to be mobile campus wide for appropriate business needs.


Associated topics: analyze, business analyst, consult, government, investment fund, legal, market, refine, refinement, valuation analyst

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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