Business Analyst

Job SummaryThe University of Colorado Boulder and Leeds School of Business encourages applications for a Business Analyst! Housed in Leeds Technology Services (LTS), this position will support the Assistant Director of CRM to provide constituent relationship management (CRM) to the CRM program through the design, delivery, operation, and improvement of Salesforce.com applications and technical and business processes related to those applications. In doing this, this position may elicit customer requirements, analyze processes, provide technical support and guidance, and facilitate problem identification and solutions. The Business Analyst may also establish guidelines and standards for new campus applications/services.
This position serves as a specialist and provides analysis and support for CU’s centrally-managed Salesforce.com/CRM service. This position will primarily partner with the administration, faculty, and staff within Leeds’ four academic centers as well as Advancement.
The University of Colorado Boulder is committed to building a culturally diverse community of faculty, staff, and students dedicated to contributing to an inclusive campus environment. We are an Equal Opportunity employer, including veterans and individuals with disabilities. Who We AreLocated at one of the top-ranked research universities in the country, the Leeds School of Business at the University of Colorado at Boulder combines innovative teaching and pioneering research in a diverse academic environment. Additional information about the Leeds School is available at leeds.colorado.edu.
Leeds Technology Services (LTS) is a distributed IT group, housed in the Leeds School of Business. LTS staff are the primary technology service providers to Leeds faculty, staff and students. It is a highly collaborative work environment with strong emphasis placed on customer service. Its mission is to enhance, through technology, the effectiveness of individuals, divisions and departments at the Leeds School of Business, and to provide a robust learning and research environment with an exceptional student experience. What Your Key Responsibilities Will BeConsultation and Systems Analysis

• Serve as a specialist for the Salesforce.com/CRM service, including both core functionality and all related applications and integrations.
• Work with end users to understand needs and document these requirements including use cases, user stories, and technical specifications to be used in configuration and development.
• Ensure recommendations consider the existing environment, the overall University business and technical environment, campus IT architecture, standard methodologies from peer institutions and industry, and available technologies and services.
• Investigate, recommend and implement changes to Salesforce.com fields, page layouts, dashboards and reports.
• Investigate, recommend, and implement new enhancements such as custom objects, workflows, email alerts and templates. Maintain multiple user roles, security, profiles, workflow rules and other required system configurations.
• Supervise and import/export data as vital to ensure accurate data quality and synchronization with integrated systems.
• Perform testing and other quality assurance activities to ensure changes do not adversely impact functionality or performance.
• Work with departments across Leeds to determine solutions to business needs and work to craft, document and implement solutions.
• Serve in any of the following project/team roles: Lead Analyst, Designer, Implementer, Integrator, Trainer, Quality Assurance / Verification and Validation (V&V).

Advanced Technical Support for Salesforce.com and Related Services

• Provide technical support for issues and questions arising from Leeds clients about Salesforce.com/CRM and other administrative system services as assigned.
• Provide prompt, accurate and courteous assistance with client incidents and questions.
• Fulfill service requests within identified service levels and response times.
• Identify and recommend improvements which would facilitate client incident and request resolution by the LTS Help Desk.
• Provide updated documentation to the aforementioned units to allow them to better serve Leeds clients.

CRM Program Documentation and Knowledge Transfer

• Develop and maintain documentation describing tools, processes, and procedures critical for the development and maintenance of the Salesforce.com/CRM solution and associated applications.
• Author incident/problem reports to describe issues encountered, root cause, and actions taken for restoring normal service operation.
• Author business process diagrams and technical specifications.
• Review and assist with authoring support documentation describing known issues, workarounds/resolutions, and diagnostic/problem solving procedures used by LTS team.
• Author or update CRM program training manual and service-related policies and procedures.

Professional Development and Proficiency Maintenance

• Maintain proficiency and acquire knowledge by reading trade journals, attending conferences, seminars and classes, participating in discussions with colleagues, peer institutions and collaborating with vendors.

What We Can Offer

• The salary range for this position is $65,000- $70,000.
• Up to $1500 relocation reimbursement is available for qualified candidates.

BenefitsThe University of Colorado offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO Pass. The University of Colorado Boulder is one of the largest employers in Boulder County and offers an inspiring higher education environment. Learn more about the University of Colorado Boulder. Be StatementsBe Driven. Be Informed. Be Boulder. What We Require

• A bachelor’s degree from an accredited institution in computer science, computer information systems, or a related field. A combination of education and related work experience may be substituted for the degree on a year for year basis.
• Either two years of professional experience in the administration, design, and/or implementation of Salesforce.com and integrated applications such as Marketing Cloud, Blackthorn, Ucheckin or Qualtrics, including experience creating objects, fields and workflows, and customizing page layouts, fields, tabs and business processes.
• Or two years of experience as a business or technical analyst that includes business process documentation, development and improvement; and the development of business cases and formal requirements specifications. Internships and applicable school work accepted.

What You Will Need

• Success in independently solving complex technical issues.
• Ability to quickly learn new technical components and being able to generalize standard methodologies from experience for use in a new environment.
• Ability to excel in an independent work environment while also advancing issues and concerns when needed.
• Proven attention to detail.
• Superb communication skills.
• Ability to explain sophisticated issues and discuss trade-offs of potential solutions in non-technical terms.
• Good interpersonal and organizational skills.

What We Would Like You To Have

• Experience working in a higher education environment.
• Knowledge of Salesforce.com and integrated applications such as Marketing Cloud, Blackthorn, TimeTrade and Qualtrics.
• Experience creating marketing training materials for front-line employees and administration.
• Experience facilitating training with adult audiences.
• Proven track record of managing and implementing learning technologies for in- person and online delivery, including web-conferencing tools.
• Salesforce Administrator certification.

Special InstructionsTo apply, please submit the following materials:

• A current resume.
• A cover letter that specifically addresses how your background and experience align with the requirements, qualifications and responsibilities of the position.

You will not be asked to upload references at this time.
Please apply by February 14, 2021 for consideration.
Note: Application materials will not be accepted via email. For consideration, applications must be submitted through CU Boulder Jobs.
Posting Contact Information

Posting Contact Name: Boulder Campus Human Resources

Posting Contact Email: Recruiting@colorado.edu