CRM System Analyst (EDP Programmer II)

Company Description:

Located on 35 acres of the Springfield Armory National Historic Site and founded in 1967, Springfield Technical Community College is a major resource for the economic vitality of Western Massachusetts. As the only technical community college in Massachusetts, STCC offers a variety of career programs unequalled in the state. Digital Multimedia, IT Security, Nursing, Robotics, Sonography, Mechanical Engineering Technology (Advance Manufacturing) and dozens of other career programs produce potential employees each year. STCC's highly-regarded transfer programs in Business, Engineering, Liberal Arts, Science and Technology continue to provide the most economical option for students pursuing a four-year degree. With an annual enrollment of over 6,500, evening, weekend and online students, STCC is a vibrant campus rich in diversity and justifiably proud of our designation as a Hispanic Serving Institution. Respect, is one of the Core Values of the College and we strive to nurture mutual respect among faculty, staff and students. With respect, we embrace differences to create an inclusive environment for all . Together, we support students as they transform their lives through intellectual, cultural, and economic engagement while becoming thoughtful, committed and socially responsible graduates.

Job Description:

The CRM System Analyst (EDP Programmer II) is responsible for supporting and maintaining the college's admissions Customer Relationship Management (CRM) system, ensuring its functionality aligns with institutional enrollment data collection and processing needs. This role involves programming, testing, troubleshooting, and system enhancement responsibilities, as well as collaborating with internal stakeholders to translate operational requirements into effective technology solutions. This position bridges process knowledge with data processing expertise within enrollment management.

Primary Duties and Responsibilities:

System Development & Maintenance:

• Design, implement, and modify CRM workflows, communication plans, and application forms using structured logic and configuration tools.
• Write, test, and debug scripts or logic-based workflows to support recruitment and admissions operations.
• Design and update data input/output formats, develop job streams and support data integration between CRM and institutional systems (e.g., Colleague).
• System Development & MaintenanceCreate and maintain system documentation, including flowcharts, process diagrams, and technical guides.
• Ensure data integrity by diagnosing and resolving system errors, duplicate records, and entry anomalies.

Data Management & Reporting:

• Assist with the development and execution of complex reports and data queries for admissions staff and leadership.
• Analyze system output and reporting errors to determine appropriate corrections or modifications.
• Support statistical reporting needs using CRM tools or SQL-based platforms.

Collaboration & User Support:

• Consult with enrollment and IT staff to analyze system needs, define input/output procedures, and recommend process improvements.
• Provide direct training and ongoing user support for CRM users across various enrollment units.
• Notify users regarding data actions needed (e.g., record corrections, file deletions, or data validation issues).

System Optimization & Technical Support:

• Collaborate with IT and third-party vendors (e.g., Ellucian, Ferrilli) to escalate and resolve technical issues.
• Monitor CRM performance, recommend enhancements, and implement process automation for efficiency.
• Participate in testing new releases, upgrades, and patches to ensure compliance with institutional standards.

Preferred Knowledge, Skills, and Abilities:

• Knowledge of electronic data processing concepts, methods, and applications, especially as they apply to higher education admissions.
• Experience with CRM platforms (Ellucian Recruit, Slate, or similar) and enterprise systems (e.g., Colleague).
• Ability to create flowcharts and system process documentation.
• Strong attention to detail and ability to work accurately with names, numbers, codes, and symbols.
• Ability to analyze data processing needs, draw conclusions, and make recommendations for improvement.
• Effective written and oral communication skills.
• Ability to work both independently and collaboratively in a team environment.
• Ability to supervise, including motivating staff, reviewing work, and identifying training needs.

Requirements:

• Two years of full-time professional experience in electronic data processing, including system configuration, workflow logic, or computer programming, or a Bachelor's degree in Computer Science, Information Systems, or a related field.

WORKING CONDITIONS/PHYSICAL DEMANDS:

Works in an office setting. Tasks require the ability to exert light physical effort in sedentary to light work. Must be able to remain in a stationary position 50% of the time. The individual needs to move about inside the office to access office machinery. Constantly operates a computer and other equipment i.e. copier. This person frequently communicates with students, faculty and staff. Must be able to exchange accurate information.

EQUIVALENCY STATEMENT:

Applicants who do not meet the qualifications as stated above are encouraged to put in writing precisely how their background and experience have prepared them with the equivalent combination of education, training and experience required for the responsibilities of this position.

Additional Information:

Salary: $2,358.52 bi-weekly (Grade 17, Step 1)
Benefits: Yes. 37.5 hours per week, Monday - Friday. Requires flexibility to work occasional evenings and/or weekends as needed.
Union: AFSCME
Grant Funded: No
Closing Date: Open Until Filled

All candidates must have legal authorization to work in the United States. Springfield Technical Community College is not sponsoring H1B Visa.

INFORMATION AWARENESS SECURITY TRAINING:

Candidates for employment should be aware that all STCC employees are required to complete Information Awareness Security Training within thirty days of their orientation date and annually thereafter.

Application Instructions:

All available positions are located at: which applicants must apply online by submitting a cover letter**, resume and three (3) professional references.

**Cover letter must demonstrate how your education and experience qualifies you for this position.

PRE-EMPLOYMENT DETAILS:

STCC conducts a pre-employment screening. Initial and continued employment is dependent upon meeting National Background Check, Criminal Offender Record Information (CORI) and/or Sex Offender Registry Information (SORI) check and if applicable, Physical and Alcohol/Drug Testing requirements. Screening also includes verification of academic credentials, licenses, certifications, and/or verification of work history. Finalist(s) for this position will be subject to a pre-employment screening as a condition of employment.

POLICY STATEMENT ON AFFIRMATIVE ACTION, EQUAL OPPORTUNITY & DIVERSITY:

Springfield Technical Community College is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, national origin, ethnicity, sex, disability, religion, age, veteran status, genetic information, pregnancy or related conditions, gender identity, sex characteristics, sex stereotypes or sexual orientation in its programs and activities as required by Title IX of the Educational Amendments of 1972, the Americans with Disabilities Act of 1990, Section 504 of the Rehabilitation Act of 1973, Title VII of the Civil Rights Act of 1964, and other applicable statutes and college policies. The College prohibits Sex-Based Harassment. Inquiries or complaints concerning discrimination, harassment, or retaliation shall be referred to the College's Affirmative Action Officer and/or Title IX Coordinator, Kathryn C. Senie, Ed.D, J.D. at 413.755.5642 or via email at [email protected] , the Massachusetts Commission Against Discrimination, the Equal Employment Opportunities Commission or the United States Department of Education's Office for Civil Rights.

EQUAL OPPORTUNITY STATEMENT:

STCC's personnel and academic decisions, programs and policies are formulated and conducted in a manner, which will ensure equal access for all people and prevent discrimination. As part of this effort, a College will ensure that employment and academic decisions, programs and policies will be based solely on the individual eligibility, merit or fitness of applicants, employees and students without regard to race, color, creed, religion, national origin, age, disability, sex, marital status, military service, gender identity, genetic information, sexual orientation or political or union affiliation.