User Support Specialist

Purpose of Position

This position serves as part of the user-support team serving UTA’s Colleges and Schools and contributes to CRM (Slate) success across the UTA campus. This position performs complex coordination and sets up administrative and detailed work in CRM and related technologies. Work involves assisting in the planning, configuration, development, technical support, and testing of CRM. This position will also provide consistent and ongoing functional business process support of recruitment and enrollment initiatives on campus.

• Develop, maintain and document business processes of users in support of UTA’s colleges and schools related to CRM functionality.
• Provide development and ongoing support for users of the CRM. Collaborate with stakeholders to understand and outline business needs, process maps and requirements to reach enrollment goals.
• Complete projects successfully and on time.
• Set up CRM functions and ensure that programs/solutions conform to division and university standards in order to maintain compliance and reach enrollment goals.
• Create reports and dashboards for use in planning and review of overall status and success measures.
• Maintain a catalog of standard reports available and create and launch one-off reports as needed.
• Identifies problems and analyzes causes, takes or recommends actions after evaluating alternative solutions; follow up to ensure problems are corrected. Provides alternative solutions to solving problems.
• Serve as a user resource with external support teams. Troubleshoot and solve CRM-related issues as needed.
• Assist with design, development and modification of CRM applications or integration.
• Use analytics and user feedback to predict and measure outcome and consequences of a design.
• Performs other duties as assigned.

• Bachelor's degree in any field and two (2) years of experience working in a customer-facing support position with a strong focus on the needs of the customer, conducting user training, or six (6) years of an equivalent combination of education, training and experience.

• Higher education experience working with CRM, strong preferance to Slate.
• Previous experience collaborating with a broad range of stakeholders and experience supporting CRM functionality.

• Ability to effectively communicate technical and other information to a variety of stakeholders – including those with non-technical backgrounds.
• Ability to coordinate and work with a team.
• Intermediate knowledge of methods and leveraging use with CRM technologies, set up, operation analysis and support.
• Considerable knowledge of computing/communication networks and characteristics of CRM and affiliated technologies, preferably in higher education.
• Ability to analyze courses of action and actively participate in planning.
• Ability to establish and maintain good working relationships and work independently with considerable initiative and drive.
• Ability to contribute to the achievement of enrollment goals.

• Monday through Friday; 8:00am through 5:00pm
• Requires occasional evening or weekend hours.
• Hybrid work environment (remote & office).
• Hybrid may be offered after probational period.

Position is benefit eligible:
Yes

We are proud to offer a comprehensive benefits package to our employees at the University.

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