Job Summary Department Specific Responsibilities
- Provides senior Customer Relationship Management (CRM) business-analysis and platform expertise for systems that support recruitment, admissions, program communication, student engagement, career services, employer relationships and alumni outreach.
- Enables timely, accurate, and increasingly personalized communication throughout the student life cycle.
- Provides advanced solution design, continuity, testing, documentation and stakeholder coordination.
General Responsibilities
- Serves as the highest point of escalation for troubleshooting, analyzing, and designing solutions for problems and bugs in applications and products.
- Manages highly complex upgrades, releases, customization, and documentation of work according to team's established methodology.
- Leads in the design, development, and implementation of new software solutions by influencing the services and technologies that are developed.
- Develops best practices for building, testing, and deploying applications.
- Serves as the point of contact with regards to research, evaluation, and guidance for implementation of new and emerging technologies that improve the success of client applications.
- Collaborates with leadership and leads project planning, objective formulation, task estimation and evaluation of customer requests.
- Often provides guidance and feedback to less experienced staff.
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 computer science, business systems, or related field.)
WORK EXPERIENCE
Required- 5 years customer/application support, programming, or related experience.
SKILLS
Required- Proficient written and verbal communication skills.
- Demonstrates problem solving skills.
- Ability to simultaneously handle multiple priorities.
- Demonstrates customer service skills.
- Quickly troubleshoots and resolves problems.
- Performs work independently with minimal supervision.
- Effectively coaches and delivers constructive feedback.
- Demonstrates excellent judgment and decision making skills.
- Excellent collaboration and team building skills.
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. The person in this role must be able to perform the essential functions with or without an accommodation.
Work Location This position is eligible to work a hybrid schedule (mix between remote and in-person work), subject to change in the future based on university policy and business needs.
Benefits Overview For full-time staff employees, Indiana University offers a wide array of benefits including:
- Comprehensive medical and dental insurance
- Health savings account with generous IU contributions
- Healthcare and dependent care flexible spending accounts
- Basic group life insurance paid by IU
- Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment insurance
- Base retirement plan with generous IU contributions, subject to vesting
- Voluntary supplemental retirement plan options
- Tuition subsidy for employees and family members taking IU courses
- 10 paid holidays plus a paid winter break each year
- Generous paid time off plans
- Paid leave for new parents and IU-sponsored volunteer events
- Employee assistance program (EAP)
Learn more about our benefits by reviewing the IU Benefit Programs Brochure .
Job Classification Career Level: Advanced
FLSA: Exempt
Job Function: Information Technology
Job Family: Software/App, Admin & Analysis
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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.
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