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Job Req ID:  61961

CRM Sr. Business Solutions Analyst

Job Description for CRM Sr. Business Solutions Analyst


Job Purpose / Scope of Responsibility


Johns Hopkins University is looking for an experienced Customer Relationship Manager (CRM) Sr. Business Solutions Analyst to reimagine Johns Hopkins Development and Alumni Relations (DAR) business operations as the institution transitions from a 20+ year-old-database to an advancement application residing on the Salesforce platform. The areas of business redesign will include (but are not limited to) gift processing, grateful patient fundraising, prospect management, and constituent engagement. Reporting to the Assistant Vice President for Advancement Services, this Director-level roll works closely with the Director of the PMO\CMO, Director of Application Development, and the functional leads of the CRM conversion project to ensure that DAR business processes are aligned with the new CRM when the new system goes live in fiscal year 2023.   


* This position is a benefits eligible, fixed term position with an anticipated duration of 18-24 months.


Primary Duties and Responsibilities

  1. Spearheads efforts with functional leads to increase efficiencies through the effective utilization of Johns Hopkins’ CRM solution. 
  2. Develops business solutions that meet the needs of functional leads by writing functional requirements and technical specifications, presenting business process redesign recommendations, and working with stakeholders in the adoption of new processes.   
  3. Collaborates with the Director of Application Development, the PMO\CMO , the DAR Management Team, Central IT and vendor the implementation team to ensure that any proposed changes, specifications, or new functionality align with the CRM application strategy and underlying architecture. 
  4. In partnership with the CRM Implementation Leadership team, leads the implementation of the approved development / functionality.
  5. Leads development and implementation of training related to the deployment of new processes and functionality enabled by the CRM, driving user adoption; represents CRM team in discussions with senior stakeholders across DAR and JH.
  6. Leads relevant change management activities and partners with DAR change management personnel to create system update communications.
  7. Develops and maintains detailed technical documentation in support of new and existing systems.
  8. Builds meaningful partnerships with JH stakeholders, in particular Central IT, to ensure understanding and alignment with broader JH IT enterprise strategy and initiatives.
  9. Performs other duties as assigned.


Minimum Qualifications / Knowledge and Skills

  • Bachelor’s degree required, Master’s degree in Fundraising Management preferred.
  • 6 years’ experience in advancement applications
  • Extensive knowledge of at least one advancement CRM
  • Proven ability to implement new technology in an advancement operation.
  • Understanding of application architecture principles, protocols, and practices including data structures, data modeling, and data security.
  • Knowledge of object-oriented analysis and design, database design, and software development lifecycle.
  • Excellent project management skills. Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
  • Creative and analytical thinker with strong problem-solving skills.
  • Detail oriented with strong organizational skills, highly driven and results oriented.
  • Must demonstrate exceptional verbal and written communication skills.
  • Broad level of understanding surrounding information systems and advancement operations.
  • Positive attitude, consistently proactive in carrying out responsibilities, proven ability to work successfully with diverse populations, and demonstrated commitment to promote and enhance diversity and inclusion.

Desired Qualifications:

  • Project management experience
  • Proficient in Tableau
  • Experience leading teams
  • Experience with Salesforce a plus


Classified Title: Sr. Business Solution Analyst 
Working Title: CRM Sr. Business Solutions Analyst 
Role/Level/Range: ATP/04/PF 
Starting Salary Range: Commensurate with experience
Employee group: Full Time 
Schedule: M-F, 8:30am-5:00pm 
Exempt Status: Exempt  
Location: 45-MD:JH at Keswick 
Department name: 60007027-Project & Change Management 
Personnel area: University Administration


The successful candidate(s) for this position will be subject to a pre-employment background check.


If you are interested in applying for employment with The Johns Hopkins University and require special assistance or accommodation during any part of the pre-employment process, please contact the HR Business Services Office at jhurecruitment@jhu.edu. For TTY users, call via Maryland Relay or dial 711.


The following additional provisions may apply depending on which campus you will work.  Your recruiter will advise accordingly.


During the Influenza ("the flu") season, as a condition of employment, The Johns Hopkins Institutions require all employees who provide ongoing services to patients or work in patient care or clinical care areas to have an annual influenza vaccination or possess an approved medical or religious exception. Failure to meet this requirement may result in termination of employment.


The pre-employment physical for positions in clinical areas, laboratories, working with research subjects, or involving community contact requires documentation of immune status against Rubella (German measles), Rubeola (Measles), Mumps, Varicella (chickenpox), Hepatitis B and documentation of having received the Tdap (Tetanus, diphtheria, pertussis) vaccination. This may include documentation of having two (2) MMR vaccines; two (2) Varicella vaccines; or antibody status to these diseases from laboratory testing. Blood tests for immunities to these diseases are ordinarily included in the pre-employment physical exam except for those employees who provide results of blood tests or immunization documentation from their own health care providers. Any vaccinations required for these diseases will be given at no cost in our Occupational Health office.


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