Manager/CRM Lead (Job ID 314332)

Department

INTERNATIONAL AFFAIRS (UA-INTP-IUBLA)

Department Information

About the Office of the Vice President for International Affairs (IU Global)

The Vice President for International Affairs and the teams of staff in OVPIA's offices are the stewards of international activity across all campuses of Indiana University. We provide strategic leadership and advocacy for all international programs and projects and coordinate the resources necessary to sustain their growth. Our goal is to enable as many students, faculty, and staff as possible to pursue international and intercultural knowledge and experiences and to become engaged global citizens.

Learn how OVPIA provides leadership and support for IU's international efforts.

The mission of IU Education Abroad is to promote education abroad by Indiana University students through participation in quality programs in a wide range of disciplines. The purpose is to enhance international awareness and understanding and enrich curricula on every campus of the university, as well as to expand educational opportunities abroad for students from diverse backgrounds. As the most effective and dramatic experience by which students can achieve international and intercultural learning, education abroad will contribute significantly to careers in all fields of specialization and should be an integral part of an education at Indiana University.

IU Education Abroad facilitates the education abroad experiences of approximately 4,600 students annually from all Indiana University campuses, with about 75% of those students receiving some form of financial aid. We strive to broaden and increase participation in education abroad, international internship and service-learning programs.

Read more about the Office of Education Abroad 

Job Summary

Department-Specific Responsibilities

• Responsible for oversight, maintenance, and ongoing quality improvement of IU Education Abroad (EA) system.
• Develops and supports application, enrollment management, and data analytics functions that meet Indiana University standards for data security and user management.
• Collaborates with all sub-units of IU Education Abroad, University partners, and regional campuses.
• Ensures compliance with university enterprise architecture standards in collaboration with Director. Manages ViaTRM, the EA application system, and database, and coordinates technical integrations.
• Monitors and troubleshoots implementation issues, conducts post-implementation evaluations.
• Understands the unit's perspectives and business processes that need to be met and proactively identifies enhancements and improvements that meet those unique needs.
• Develops related policies and procedures that ensure an organized and efficient use of the CRM system. Creates training and reference materials to support implementation and end-user training.
• Acts as a process development resource and internal consultant
• Populates CRM system with IU-specific information, creates new content as needed in collaboration with Education Abroad staff.
• Maintains student records according to university requirements.
• Plans and executes high-level data collection, reporting, and analysis across EA Centers in collaboration with EA staff.
• Creates and maintains CRM system data dashboards.
• Acts as primary liaison between EA and software vendors and maintains relationships with internal IT contacts.
• Stays current with CRM system trends and advancements, makes recommendations.

General Responsibilities

• Conducts experienced assessments to understand client business needs and strategic direction and identifies technology solutions to achieve goals; consults with IT staff and business users to identify, analyze, refine, and document business requirements and processes and develop associated solutions.
• Facilitates and leads interviews, focus groups, and workshops to establish current and future business requirements; coordinates the communication between stakeholders and service owners in order to effectively implement solutions.
• Performs experienced business analyses, including construction of data models, business use cases, process flows, and technical specifications for transition to IT solutions; establishes system requirements through functional and technical assessments of existing software.
• Provides stakeholders with necessary analysis documentation for buy-in, leadership decision, and implementation; conducts walk-throughs of recommended system functionality and prototypes with business users in small-group or large-group settings.
• Ensures uniform documentation presentation and content structure including, but not limited to, online documentation.
• Develops test plans and conducts system/integration testing; can test changes, enhancements, and new programs or functions to ensure they meet business needs.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• Bachelor's degree (preferably in analytics or computer science-related field)

WORK EXPERIENCE

Required

• 2 years of business analysis experience working on complex problems and producing concrete, actionable solutions

Preferred

• 3 years of related experience. 
• Experience with education abroad-specific CRM systems, and/or admissions CRM systems and database management more generally
• Familiarity with education abroad as a field, and associated application processes and business practices

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrates time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Seeks to acquire knowledge in area of specialty
• Highly thorough and dependable
• Demonstrates a high level of accuracy, even under pressure
• Demonstrates analytical skills
• Service-oriented and skilled in providing positive, friendly customer service

Preferred

• Ability to collaborate within and across units in a highly collegial and professional manner
• Familiarity with the LEAN process approach to quality improvement and efficiency enhancement
• Strong team orientation

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. Occasional domestic travel is required. The person in this role must be able to perform the essential functions with or without an accommodation.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University’s Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at [email protected] or by visiting IUPD.

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