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Senior Business Analyst, Enterprise CRM - Remote

Apply now Job no: 500679
Work type: Regular
Location: Remote
Categories: Information Technology

Under guidance of the Director of Enterprise CRM, the Senior Business Analyst in supporting the Enterprise CRM Solutions systems as it relates to Admissions, Recruitment, Advancement, Outreach, Marketing - or some subset thereof, as determined by need, experience, and the supervisor. The Senior Business Analyst, Enterprise CRM supports implementation and support of Salesforce solutions across Pepperdine's diverse schools and business units; aligning Salesforce solutions with business strategies via needs assessment, analysis, documentation, clear communication, and ongoing support.


  • Business Analysis: Partners with end users to understand, translate, document, and communicate their needs as user stories and/or business requirements. Prepares for and conducts requirement elicitation activities, gathering critical information from meetings with various stakeholders. Ensures business goals, objectives of the initiative, and success metrics are captured. Confirms elicitation results with project team and end users. Analyzes and documents business operations, decomposing functional processes and defining future state, business operations impacts, and value creation for the organization. Ensures developed solutions add business value, meet business needs, and fulfill documented requirements. Participates in preparation of test plans, test scripts, and provides testing direction for end users. Communicates effectively with internal clients, cross-functional team members, technical staff, and managerial/executive staff. Navigates various cultures and personalities within the university effectively, building a positive reputation for the team and the CRM project. Manages own work on multiple projects simultaneously. 
  • Collaboration: Collaborates with co-workers and university colleagues on departmental, division-wide, and institutional projects. Shares process information and makes informal recommendations on how to improve processes and overall job execution within the team/department.
  • Documentation: Produces effective documentation of project and system deliverables within the scope of business analysis. Documents may include: business/functional requirements, gap analysis, data flow diagrams, process flow diagrams, business case presentation, end-user training guides, meeting minutes, discussions and agreements, etc. Updates procedural documentation on a regular basis. Creates new user or procedural documentation when new processes arise. Diagrams current and future state.
  • Customer Support: Monitors, investigates, resolves, or escalates Salesforce Cases and user questions within 24 business hours. Provides backup support and assistance to other team members. Listens with the intent to understand customer objectives. Collaborates with university colleagues on departmental, division-wide, and institutional projects. Manages customer's expectations. Explains difficult concepts to non-technical users. Seeks assistance to help in problem resolution.
  • Training: Participates in planning, development, and administration of user engagement and training programs for existing and new Salesforce solutions. Adapts training strategy and approach to best reach targeted audience.
  • Salesforce Administration: Processes Salesforce user license requests, ensuring protocol and training requirements are followed prior to granting production access. Oversees university Salesforce licenses: monitor user licenses for inactivity and revoke as necessary, monitor current license allocation and alert Director, Enterprise CRM if additional licenses are needed. Supports system and data integrity through vigilant protection of system data, fields, and processes. Performs data import requests from business users, ensuring data conforms to system integrity standards. Conducts and monitors daily deduplication process for recruitment Salesforce org. Serves as a knowledge source for end users - educate, share industry best practices, and direct others to applicable Salesforce resources as necessary. Supports and participates in governance and overall administration of university Salesforce orgs.
  • Professional Development: Attends trainings, vendor presentations, user group meetings, conferences or seminars. Engages in individual professional development activities to remain current with industry technology trends and work processes. Maintains Salesforce certifications (if applicable). Reviews Salesforce release notes related to Pepperdine-owned Salesforce products before each Salesforce release.
  • COMMITTEES: May serve on committees within the Information Technology division. 
  • DEVELOPMENT: Attends training, vendor presentations, user group meetings, conferences or seminars. Engages in individual professional development related activities to remain current with industry technology trends and work processes. 
  • BEYOND JOB DUTIES: Volunteers to undertake tasks that stretch the employee's capabilities. Performs other related duties as assigned. 
  • UNIVERSITY MISSION: Understands and supports the Christian mission of the University. Upholds the University mission through team location atmosphere and work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required: Bachelor’s degree in related field, specialized training or equivalent work experience. 1-3 years of relevant technical and business work experience. Intermediate written and communication skills. Basic presentation/training skills.

Preferred: Two years of experience with Enterprise CRM within higher education. Salesforce Administration skills; Salesforce Sales Cloud.
Salesforce Administrator credential.

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws.

This is a Regular, Exempt, 40 hour per week position.

Salary: Commensurate with experience.

Advertised: Pacific Daylight Time
Applications close:

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