What are the responsibilities and job description for the Technology Support Analyst position at East Carolina University?
20% – Product Management:
Collaborate with business and technical stakeholders to design, configure, and implement Kindsight Ascend. Stay informed on vendor product road maps and contribute to the overall strategy and day-to-day activities involved in administering Ascend.
15% – Problem Solving:
Work with UA leadership, business users, and technical stakeholders to solve business problems using the Salesforce platform. Streamline process for creating new donor records during peak periods of giving like Pirate Nation Gives (PNG). Develop integration with ITCS Enterprise Systems for loading alumni to Ascend outside the normal graduation cycle.
15% – Process Automations:
Work with campus stakeholders to create, maintain, and enhance automated business processes. Develop integrations with ITCS Enterprise Systems for loading engagement data for students, alumni, and constituents. Create leadership dashboards and reports utilizing Salesforce CRM Analytics and Power BI.
10% – Reporting:
Create complex SQL queries to create a wide variety of ad-hoc reports in response to request to retrieve data and generate lists from our existing Oracle database (Agilon ONE). In addition to converting existing ecuBIC reports to either Salesforce CRM Analytics or Power BI for new Ascend conversion
10% – Project Management:
Plan and oversee Kindsight/Salesforce projects to ensure they are completed on time and within budget.
10% – Change Management:
Manage changes to business processes, technology, and people within Salesforce environment.
5% – Security and Access Control:
Customize the user experience and manage profiles, permissions, roles, and groups. Proactively set up permissions to manage and protect customer and business data.
5% – Documentation:
Create and document processes to ensure data in Salesforce is managed correctly.
5% – Professional Development:
Stay up to date with new Salesforce technology and inspire the campus to do the same.
5% – Other duties:
Other duties as assigned.
Collaborate with business and technical stakeholders to design, configure, and implement Kindsight Ascend. Stay informed on vendor product road maps and contribute to the overall strategy and day-to-day activities involved in administering Ascend.
15% – Problem Solving:
Work with UA leadership, business users, and technical stakeholders to solve business problems using the Salesforce platform. Streamline process for creating new donor records during peak periods of giving like Pirate Nation Gives (PNG). Develop integration with ITCS Enterprise Systems for loading alumni to Ascend outside the normal graduation cycle.
15% – Process Automations:
Work with campus stakeholders to create, maintain, and enhance automated business processes. Develop integrations with ITCS Enterprise Systems for loading engagement data for students, alumni, and constituents. Create leadership dashboards and reports utilizing Salesforce CRM Analytics and Power BI.
10% – Reporting:
Create complex SQL queries to create a wide variety of ad-hoc reports in response to request to retrieve data and generate lists from our existing Oracle database (Agilon ONE). In addition to converting existing ecuBIC reports to either Salesforce CRM Analytics or Power BI for new Ascend conversion
10% – Project Management:
Plan and oversee Kindsight/Salesforce projects to ensure they are completed on time and within budget.
10% – Change Management:
Manage changes to business processes, technology, and people within Salesforce environment.
5% – Security and Access Control:
Customize the user experience and manage profiles, permissions, roles, and groups. Proactively set up permissions to manage and protect customer and business data.
5% – Documentation:
Create and document processes to ensure data in Salesforce is managed correctly.
5% – Professional Development:
Stay up to date with new Salesforce technology and inspire the campus to do the same.
5% – Other duties:
Other duties as assigned.
Minimum Education/Experience
Associate degree in Computer Information Technology, Computer Technology Integration, Networking Technology, or related area and one year of experience in the information technology field related to the position’s role; or Bachelor’s degree from an appropriately accredited institution and one year experience in the information technology field related to the position’s role; or Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience. Advanced level requires an additional two years of experience.
License or Certification required by statute or regulation
None
Preferred Experience, Skills, Training/Education
- Experience in administration and configuration of Salesforce hosted CRM solution.
- Experience building, configuring, and automating technical solutions within the Salesforce platform.
- Experience creating complicated SQL scripts for ad-hoc reporting from Oracle database using SQL Developer. Experience using Salesforce CRM Analytics is highly desired.
- Understanding of Salesforce architecture, development, and its capabilities.
- Ability to connect business requirements with the functional capabilities of an application.
- Experience creating, maintaining, and enhancing automated business processes within the Salesforce platform.
- Ability to effectively communicate with a broad base of customers on a technical and non-technical level.
- Experience managing or leading CRM projects.
- Excellent customer service skills.
License or Certification required by the Department
None
Special Instructions to Applicant
- Please ensure your full range of knowledge, skills, abilities, experience and education are listed on your application. Do not write ‘see resume’ on your application when completing the job duties section.
- If you answer the questions at the end of the application, please ensure your application reflects the knowledge, skills, abilities and experiences to support your answers (see job duties section of previous employment).
- Failure to answer the questions at the end of the application will not preclude your application from being considered but may result in your application not receiving full consideration of your knowledge, skills, and abilities.
- Applicants must be currently authorized to work in the United States on a full-time basis.
Job Open Date
01/27/2025
Job Close Date - Positions will be posted until 11:59 p.m. EST on this date; If no closing date is indicated, the position will be posted until filled and may close at any time after the recruitment has been completed.
02/07/2025
Open Until Filled
No
Quick Link for Direct Access to Posting
https://ecu.peopleadmin.com/postings/83628
Alternate option
If no applicants apply who meet the required competency level and training & experience requirements, then management may consider other applicants. Salary would be determined based on budget, UNC salary administration, and/or candidate qualifications.
AA/EOE
East Carolina University is an equal opportunity and affirmative action employer who is committed to workforce success and cultivating a culture of care, belonging and opportunity for our faculty, staff and learners and all stakeholders. All qualified applicants will receive consideration for employment without regard to their race/ethnicity, color, genetic information, national origin, religion, sex, sexual orientation, gender identity, age, disability, political affiliation, or veteran status.
Individuals requesting accommodation under the Americans with Disabilities Act Amendments Act (ADAAA) should contact the ADA Coordinator at (252) 737-1018 (Voice/TTY) or ADA-Coordinator@ecu.edu.
Eligibility for Employment
Final candidates are subject to criminal & sex offender background checks. Some vacancies also require credit or motor vehicle checks. ECU participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. If highest degree earned is from an institution outside of the U.S. and its territories, final candidates are required to have their degree validated as equivalent to the degree conferred by a regionally accredited college or university in the U.S.
Department for People Operations, Success, and Opportunity
If you experience any problems accessing the system or have questions about the application process, please contact the Department for People Operations, Success, and Opportunity at (252) 328-9847 or toll free at 1-866-489-1740 or send an email to employment@ecu.edu. Our office is available to provide assistance Monday-Friday from 8:00-5:00 EST.
