Associate Director for Technology

Provide high level technical support for the University’s Recruiting, Admissions, Campus Visits, Campus Events and New Student Orientation operations. Lead technical development and support of University CRM system, including research, planning and implementation. Coordinate with contractors and other team members to maintain the CRM, Banner, web forms and SQL Server. Monitor SQL databases and respond to technical errors and service outage. Work with central IT and vendors to resolve technical issues. Create scripts in Oracle /Banner and SQL Server environments to facilitate maintenance, reporting and ad-hoc queries. Supervise data entry staff responsible for adding and managing prospect information in Banner and the CRM system. Provide training, support and problem resolution for all systems.

• Supporting collaboration with multiple IT teams to expand and monitor the integration of processes, data, and other functionality between CRM and Banner systems. This includes developing a deep understanding of current processes between marketing, admissions, and recruitment teams and the ability to research and execute process optimization as needed.

• Collaborating with web coordinators on new data gathering initiatives such as web forms, online requests for information, event data, etc. 

• Coordinating efforts of a two person technical team focused on developing the University CRM system and supporting Banner process.

• Implementing new designs / changes to the CRM system structure and functionality. 

• Coordinating and implementing all required troubleshooting with vendor and ITS to resolve complex issues impacting the CRM or Banner system. 

• Working with non-technical users in Enrollment Management and other departments to design, implement and test new solutions in the CRM system. Assisting with designing and implementing new business processes in order to take advantage of CRM capabilities.

• Leading efforts to bring new departments and colleges in to the CRM system. Conducting meetings, performing needs analysis, data analysis and business process re-engineering. Liaison as needed between EM management, outside departments, ITS teams and the CRM vendor.

• Working with vendors supplying data to determine proper formats and content.

• Preparing ad-hoc reports and analysis using the CRM system and SQL scripting, as required to support Recruiting, Admissions, Campus Visits, Campus Events and New Student Orientation.

• Working closely with web developers to analyze needs for web form development impacting CRM; including forms that facilitate online Request For Information, University admission and recruiting efforts, event registrations, general marketing efforts and targeted campaigning. Modify CRM data structures and processes as needed to support new web form initiatives.

• Collaborating with University Communications and Marketing (UCM) to identify data needs to support access required to effectively run email and print mail campaigns to prospective and admitted students.

• Determining needs and opportunities for systems integration, data sharing, import and export criteria, to support special projects and new proposals.

• Coordinating efforts to bring technical and administrative teams together to analyze needs, discuss alternatives, and develop plans to achieve goals.

• Liaison between University teams and outside vendors to design and implement new projects; work across a broad spectrum of technical and non-technical team members to accomplish goals.

• Working directly with ITS to discuss options, design solutions and implement new technology and processes.

• Leading efforts to implement, manage, and integrate changes resulting from these new initiatives, such as database changes, data file layouts, and additional requests from vendors and contractors.

• Researching and developing documentation of current technology.

• Analyzing, understanding and documenting admission procedures and data flows to create and maintain new employee manual and department operations manual.

• Developing and analyzing procedure manuals.

• Documenting completed process to the productions environment according to standards and procedures.

• Ensuring that all new technical implementations between departments are documented and available to end users.

• Supervising part time staff members who enter data into CRM.

• Monitoring usage of Banner administrative systems and the CRM system, to ensure efficient use of resources.

• Training staff in best practices for data entry and data maintenance within Banner and CRM. Updating team as new features become available.

• Assigning and delegating tasks related to special projects, report generation, data imports and other technical data management tasks.

• Performing staff evaluations.

• Coordinating staff hiring for the data entry area.

• Using Oracle SQL, PL-SQL, TSQL to research, analyze and create reports as needed.

• Using SQL to analyze table contents, process status and error reporting in SQL Server and Oracle.

• Perform ad-hoc queries against Banner databases, CRM databases to obtain statistics and reports, as required.

• B.S. degree in Computer Science, Management Information Systems, or

• equivalent combination of education and experience.

• Demonstrated ability to communicate with users/co-workers concerning complex issues; determining optimal methods of reaching desired outcomes.

• Demonstrated ability to prepare technical documentation for non-technical users, and experience providing training to end users in operation of complex systems

• Demonstrated ability to work with minimal supervision in a group or autonomously, in performing analysis, design and implementation of technically complex systems.

• Considerable knowledge of techniques of programming, system analysis and design; software products; computer system concepts and data management; capabilities of computer systems, database design and procedures.

• Masters Degree

• Experience with Banner or other Ellucian applications Experience working with Oracle databases

• Experience writing SQL queries

• Experience programming in C++ / ProC