CRM Technical Support Specialist

ESSENTIAL DUTIES, RESPONSIBILITIES, AND EXPECTATIONS: 

• Function as the first level of support for the CRM 2011 user community, handling basic issues, offering guidance to users on best practices  and escalating to the second level of support when necessary.

• Monitor progress and follow through with the reporter on all support issues that arise including issues escalated to higher levels.

• Participate in the CRM application customization process by building prototype data entry forms, views, charts, dashboards, reports, etc. and being involved in the prototypes becoming reality.

• Monitor status of Microsoft CRM 2011 hardware and software systems in conjunction with the GCU Infrastructure team.

• Oversee the process of CRM software updates.

• Conduct  monthly data refresh of the non-production levels of CRM organizations from the production organization data with support and guidance from the database administrator.

• Monitor the status of data integration jobs that pull data from other data sources into CRM and/or that push CRM data out to other destinations.

• Watch for data integrity issues and troubleshoot any issues that arise.

• Use the data integration tools to make minor (major if possible) modifications to the jobs

• Manage the addition and deletions of CRM, SharePoint, etc. users.

• Manage the users’ security roles, business units, teams, queues, etc.

• Develop knowledge of CRM  application quickly to utilize application effectively in stakeholder environment.

• Actively identify and seek improvements to application and process and work through to finality with the CRM customization team and the CRM development team.

SUPERVISORY RESPONSIBILITIES:  N/A

COMPETENCIES:  To perform the job successfully, an individual should demonstrate the following competencies:

• Integrity and Ethics

• Student and Customer Oriented

• Communication

• Action Oriented/Problem Solving

• Self-Leadership

• Professionalism

• Ability to Learn

QUALIFICATIONS:  The requirements listed below are representative of the knowledge, skills, and/or abilities required to successfully perform the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• Bachelor’s degree preferred, related IT certifications and/or minimum of 2 years of IT experience.

Certifications, Licenses, Registrations:   N/A

Computer Skills:  Proficient in Microsoft Office suite.  Minimum of 2 years experience working in IT environment handling application support.

Writing and Communication Skills:  Ability to communicate effectively with various levels of personnel.

Skills, Abilities, or Other Qualifications:  Ability to learn application tool and execute in application environment.

Physical Demands:    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to talk and hear, required to sit, occasionally required to stand and walk; use hands to finger, handle, or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, peripheral vision and the ability to focus.