Case Western Reserve University is committed to providing a transparent estimate of the salary range available for this position at the time of its posting. The salary range is between $65,779 and $83,210, depending on qualifications, experience, department budgets, and industry data. Employees receive more than just a paycheck. University employees enjoy a comprehensive benefits package that includes excellent healthcare, retirement plans, tuition assistance, paid time off, and a winter recess. Job Description POSITION OBJECTIVE Under limited supervision, design, develop, implement, test, and support Case Western Reserve University¿s various customer relations management (CRM), Enterprise Content Management (ECM), and Robotic Process Automation (RPA) systems as directed. The specific systems are currently OnBase, Hyland RPA, and Salesforce; however, they may change over time. This can include packaged application customizations, custom application development, as well as multi-system integrations, and resolution of operational issues. Work with the business partners of various applications to analyze, design, and develop data structures; integrate solutions and related vendor applications. Perform upgrades, configurations, troubleshooting, testing, documentation, in support of both platform architecture and user-facing applications and products. Responsible for developing, documenting, and retaining core knowledge of the CRM, EMC, and RPA systems and troubleshoot operational issues. ESSENTIAL FUNCTIONS
Perform complex application administration, configuration, integration, installation of new application releases, ongoing and operational maintenance, and application patching; produce documentation for those administration processes. Maintain the reliability, availability, and performance of application environments. Provide application configuration, customization, and integration support. Analyze business requirements, design and document technical solutions. Apply technical expertise and creative problem-solving techniques. Identify problems with existing application design and functionality. Conduct regular internal system audits and prepare the ECM (Hyland OnBase), RPA (Hyland RPA), CRM (Salesforce) and clients for system upgrades. Diagnose and correct problems with software programs. Test and debug applications in conjunction with stakeholders and customers and develop programs for automatic correction of erroneous data. Evaluate technology alternatives for establishing systems and data interfaces and converting legacy systems to new technologies. Perform data management tasks, including data conversion. Analyze data requirements, identify data sources; diagram data flow and data relationships; create logical design of applications databases from customer data requirements; develop database specifications; define file/table structures; analyze system interface requirements, create integration and migration programs. (50%) Develop and document best-practices for designing, building, testing, and deploying applications. Work with stakeholders to plan, formulate objectives, and estimate tasks. Participate in evaluation of requests/enhancements. Work with stakeholders in order to collect, document, implement, and maintain business and system requirements and/or action plans. Serve as a resource for consultants and customers. Coordinate and integrate assigned work with other team members. Provide on-call and remote support as needed. (30%) Assist in training new users and growing the CRM, ECM, and RPA skill set across the university, promoting adoption, including the engagement of students in the Salesforce Economy. Serve as a resource to consultants and customers by responding to issues, technical assistance, providing guidance, and performing system overviews. Participate in development of best practices of the Software Development Lifecycle (SDLC) and software quality standards. (15%) NONESSENTIAL FUNCTIONS Perform other duties as assigned. (5%) CONTACTS Department: Daily contact with department staff to provide technical assistance with applications. University: Daily/ weekly contact with department administrators to provide technical assistance with applications. External: Weekly contact with vendor support staff for troubleshooting issues and integrations. Students: None SUPERVISORY RESPONSIBILITIES May lead and coordinate operational and/or software customization projects. May supervise the work of project team members and/or contractors (when assigned as project lead). May ensure others comply with established standards. Provide mentoring for application developers. QUALIFICAITONS Education and Experience: Associate's degree in computer science, information technology, or related field and at least 7 years of experience -OR- Bachelor's degree in computer science, information technology, or related field and at least 5 years of progressively responsible experience. Salesforce Certified Administrator certification preferred. REQUIRED SKILLS
Knowledge of current and emerging Customer Relationship Management (CRM) systems preferred. Experience with developing Salesforce solutions for Sales Cloud and Student Success Hub in a multi-org environment preferred. Experience in database design, complex data integration, system analysis and basic knowledge of data modeling and data warehouse. Thorough understanding of the software development life cycle (SDLC). In-depth knowledge of systems design principles, methodologies and tools, including those applicable to web-based environments. Ability to develop an in-depth understanding of client's needs to be more helpful. The ability to consider how different audiences are likely to respond and choose the best method of communicating the message to each audience. Ability to look at situations from multiple perspectives, break problems into component parts, and look for underlying causes and think through the consequences of different courses of action. Ability to identify various types of problems along with the creation of workable solutions. Requires the identification and analysis of problems, evaluation of alternatives, and provision of solutions. In-depth knowledge of basic database theory, design rules and development practices, including data modeling, data flow and entity relationship analysis. Working knowledge of principles and practices of sound business communications, including the ability to convey technical or complex information to others in non-technical terms in written and oral forms. Excellent written and verbal communications (in English), presentation, and interpersonal skills. Ability to interact with colleagues, supervisors and customers face to face. In-depth knowledge of the general functions, capabilities, characteristics, and limitations of standard computer platforms and devices as they apply in performing business and systems analyses. In-depth knowledge of project management methods, tools, and techniques. Ability to actively listen, responsive to verbal and non-verbal clues. Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations that sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite and readily understood. Ability to be flexible, to meet the constantly changing scope and needs of the department, division, and customers being served. Ability to work in a fast-paced environment while managing multiple projects. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises; and prioritizes appropriately. Knowledge of current and emerging Enterprise Content Management (ECM) systems. Knowledge of current and emerging Robotic Process Automation (RPA) systems. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Must have the ability to use discretion and good judgment on sensitive and important matters. Demonstrates a strong commitment to working effectively with individuals from a wide range of professional and personal backgrounds. Values respectful communication, teamwork, and the ability to adapt to varied perspectives in support of the institution's goals. Ability to recognize the importance of certain tasks and responsibilities and the ability to prioritize to ensure that deadlines are met. Ability to work with technologies for which little or no documentation or precedent exists. Commitment to self-motivated lifelong learning. Ability to meet consistent attendance. Use honesty and integrity to keep university data confidential. Demonstrated history of successful support, education, and advocacy for all students, aligned with the values, mission, and messaging of the university, while adhering to the staff policy on conflict of commitment and interest. Ability to interact with colleagues, supervisors, and customers face to face. WORKING CONDITIONS Professional office environment. There are periods of high stress especially during project deadlines. There may be occasional pressure from demanding customers. Due to time constraints, many functions must be completed on set deadlines. Travel between various locations on campus may be required. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee may be required to attend meetings/ functions outside of normal working hours. The employee may be required to carry a cell phone, during and after their normal work hours, including weekends to attend to after-hours emergencies.
EEO Statement Case Western Reserve University is an equal opportunity employer. All applicants are protected under federal and state laws and university policy from discrimination based on race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, protected veteran status, disability, age and genetic information.
Reasonable Accommodations Case Western Reserve University complies with the Americans with Disabilities Act regarding reasonable accommodations for applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the CWRU Office of Equity at 216-###-#### to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicants will be made on a case-by-case basis. .
