Job Description

Job Summary:
Wisconsin Public Media (www.wpm.wisc.edu), is seeking a full-time Customer Relationship Management (CRM) Administrator to join a talented team and serve as the primary point of contact for the CRM for the division. The CRM Administrator will play a key role in managing and optimizing the systems to support our mission of delivering high-quality content and engaging with our audience effectively. This position offers the opportunity to work in a dynamic and collaborative environment, utilizing your expertise in CRM administration to drive organizational success.

Initially, this role will primarily focus on the administration of the financial system supporting the CRM, NetSuite, then shift focus to administration of the CRM system itself, Revolution CRM, along with all of the interconnected applications, like Engaging Networks and ACD Direct. This role will administer the CRM system, fulfill support requests, and facilitate user adoption and training. The Administrator will also work closely with staff in WPM's fundraising, marketing and finance units to gather requirements, ensure the applications are configured and managed appropriately, submit jobs to the vendor, and track, prioritize, and lead projects. The team consists of two Business Systems Analysts who provide technical support and data management services for the CRM.

A typical week for this team could consist of: meeting with functional users to discuss requests and projects, meeting with a vendor to review active jobs and discuss next steps, solving support issues, developing training materials to improve adoption of the system, tracking the team's work and prioritizing tasks, and/or running reports and metrics on a scheduled or ad hoc basis.

Our ideal candidate will be goal- and detail-oriented, self-motivated, analytical, enjoy problem solving and learning new things, and embrace working collaboratively with a variety of staff.

We are committed to equitable, unbiased hiring processes, flexible work environments, and ongoing, open conversations and reviews of diversity, equity and inclusion in our content and workplace. This role will report to the Director of IT. This position will primarily be on-site, but there is workplace flexibility for some remote work opportunities.

Responsibilities:
Configures, integrates, administers, and provides advanced and varied consultation, project management, and operational support of highly complex applications or services with a large number of users. Anticipates issues and devises resolution methodology to support the business operations of the institution.
5% Creates and updates access permissions and maintains user accounts to maintain application security through user profile management
10% Monitors and maintains performance metrics for application features and recommends and takes corrective/preventive actions
15% Troubleshoots hardware, software, and system problems and resolves issues and questions by working with vendors
5% Coordinates and monitors updates and the installation of upgrades and patches
5% Recommends application enhancements or changes that may involve custom design, integrations, and third-party products
10% Participates in the design, development, and implementation of test and production objects. Defines user requirements and performs configuration, change management, and testing activities
10% Develops and maintains documentation related to the system. Communicates system enhancement or changes as needed
30% Plans and directs staff implementation of small to medium technical projects related to system as needed
10% Regularly communicates with internal leadership to assess efficacy of system and discuss improvements and new features
Institutional Statement on Diversity:
Diversity is a source of strength, creativity, and innovation for UW-Madison. We value the contributions of each person and respect the profound ways their identity, culture, background, experience, status, abilities, and opinion enrich the university community. We commit ourselves to the pursuit of excellence in teaching, research, outreach, and diversity as inextricably linked goals.

The University of Wisconsin-Madison fulfills its public mission by creating a welcoming and inclusive community for people from every background - people who as students, faculty, and staff serve Wisconsin and the world.

For more information on diversity and inclusion on campus, please visit: Diversity and Inclusion

Education:
Preferred
Bachelor's Degree

Qualifications:
Required Qualifications:
-Professional experience in CRM administration, preferably with CRM systems in a non-profit environment or systems like Salesforce, Microsoft Dynamics, or similar platforms.
-Strong understanding of CRM concepts, data management principles, and system architecture.
-Proficiency in designing, creating and managing CRM objects, fields, formulas, validation rules, views, reports, flows, etc.
-Strong analytical and problem-solving skills, with a keen attention to detail and accuracy.
-Excellent communication skills with the ability to collaborate effectively with cross-functional teams and stakeholders.

Preferred Qualifications
-Experience managing projects
-Experience providing technical support to end users of software systems, including end-user documentation and training
-SQL skills, with the ability to write complex queries and troubleshoot data-related issues
-Understanding of API technologies and protocols


We recognize that qualified applicants come from a variety of backgrounds, life experiences, and levels of educational access. We encourage you to apply even if you don't match all of the preferred qualifications listed above.