Working Hours:

Working hours for this position consist of a 7.5 hour period exclusive of a 1/2 or 1 hour lunch. Specific hours will be assigned at the onset of employment. In this position, the employee may be required to work one or two evenings per week, agreed upon at the onset of employment.  This is an on-campus position that supports both remote and in person services.

Summary:

The goal of Reading Area Community College’s Title V Nuestro Próximo Paso is to catalytically transform the institution by Reframing Enrollment and Advising through the implementation of coaching, proactive advising, and early interventions while simultaneously Reframing Curriculum and Instruction through the implementation of guided pathways, improved gateway course instruction, and development of a Learning Commons.

As a key member of the Title V taskforce team, the CRM & IT Support Specialist implements, administers, maintains and troubleshoots the college’s CRM and Early Alert software and/or other software as assigned. This position will be responsible for the overall configuration and functionality of the college’s CRM (Target X/Salesforce) and will Use technical knowledge to provide strategic solutions through software configuration and provides support to users.  Other system responsibilities include consulting with end users to analyze and understand user needs, objectives and desired features, building communication tracks and early alert referrals and providing extensive training to administration, staff and faculty. 

Essential Duties and Responsibilities:

1. Serve as project manager and lead the Implementation Team on college-wide adoption and full utilization of a CRM and Early Alert platform.  This position will manage the CRM/Early Alert software from point-to-point including systems administration, configuration, customizations, end user training and upgrades.
2. Set up, manage and track CRM communications including the development of workflows, emails, landing pages, blogs and other components within the communications cloud based technology
3. Build, monitor and implement communication strategies by creating engaging content to inform, encourage and support student success
4. Collaborate and Participate as an active member of the Enrollment Services and Advising Teams in order to understand the student experience and support retention efforts. Provide data analysis and create reports that track activity and milestone progression of students and support grant outcomes and Title V federal reporting requirements.
5. Meet regularly with the Title V Activities Director and Task Force to inform of grant achievements, challenges, or needed support.
6. Monitor system performance and complete CRM system audits to assure the quality of data collected, performing duplications and consolidating data as needed
7. Provide on-going, systematized professional development training for administration, faculty, and staff on CRM updates and essential functions of the software
8. Assess the implementation process and make recommendations to the Title V Task force about changes/measures for successful implementation, college wide adoption and sustainability
9. Assess the student experience with the CRM/ Early System
10.  Act as liaison between the CRM/Early Alert software company, data integration company and the college for all technical support, ensuring customer service standards of excellence
11. Develop CRM/EA professional development aligned with the universal design of Canvas LMS professional development
12. Develop training manuals, user guides and Deliver CRM/ EA professional development to department heads, faculty, staff and other front-end users. 
13. Conduct technical office hours for one to one faculty and staff assistance in troubleshooting and resolving any CRM/ EA software issues and provide prompt advice and follow up to users as the CRM/Early Alert Help Desk.
14. Attend any CRM/Early software conferences or trainings provided by the vendor in order to bring about institutional updates
15. Attend staff meetings and trainings as required.

Supervisory Responsibilities:                                                 

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

Required:

1. Bachelor’s degree from an accredited four-year college or university, in Computer Science, Information Technology, Business, Marketing or related field.
2. Minimum two-years’ experience managing a CRM or student information system and creating automated workflows and communications. Experience with Early Alert software preferred.
3. Demonstrated proficiency working with databases, spreadsheets and reporting data.
4. Excellent writing and communication skills.

Preferred:

1. Experience with student services or academic administration in a Higher Education environment; Community College experience strongly preferred.
2. Demonstrated oral and written Spanish language fluency.
3. Experience utilizing web-based technology to coordinate mass emails, text messaging and creating on line forms.
4. Experience with Ellucian Colleague
5. Knowledge or experience with Salesforce, Target X a strong plus
6. Experience implementing new technology and training front end users.

Other Skills and Abilities:

1. Proven track record of successfully working autonomously as well as team-based tasks and projects
2. Strong proven problem-solving skills across multi-disciplinary skill sets and the ability to function in a start-up environment
3. Strong ability to effectively prioritize competing requests while keeping lines of communication open and clients satisfied
4. Must possess a high level of the following work skills and behaviors:  teamwork/cooperation, initiative, customer service, and commitment to continuous professional growth in skills and knowledge. 
5. Excellent interpersonal skills and ability to work well with people
6. Excellent written communication skills especially in the areas of report writing and business correspondence

Computer Skills:

To perform this job successfully, an individual should be proficient in the use of Microsoft Office (especially Word, Excel, and PowerPoint) and Internet skills.  Knowledge of Ellucian Colleague or other administrative software a plus.

Communication Skills:                                                

Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability:                                           

Ability to solve practical problems and deal with a variety of concrete variables in situations.

Mathematical Skills:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

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 or hear. The employee is frequently required to stand, to sit and to reach with hands and arms. The employee is occasionally required to walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.