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CRM Analyst (15572)

Date: May 26, 2023

Location: Washington, DC, US, 20016

Company: American University

Get to Know American University

At American University we value open and honest inquiry, servant leadership, and the affirmation of the human dignity of all. We envision a thriving AU community where individuals of all identities and experiences are understood, appreciated, and fully included, and where equitable treatment, opportunities, and outcomes prevail. 


Our diverse community of students, faculty, and staff represent every state and more than 150 countries. Our internationally recognized faculty are today's thought leaders in the areas of public policy, law, the arts, communications, international development, and more. Our staff are innovative, service-oriented, and dedicated to moving the university towards achieving its strategic goals. We are committed to an excellent experience for all of our students, faculty and staff and share a passion for creating change through our knowledge and our work. 


Learn more about American University by clicking here.  


The CRM Analyst will be a critical member of a team responsible for supporting, configuring, testing and maintaining the enterprise Customer Relationship Management (CRM) systems (CRM Advise, CRM Recruit) based on Microsoft Dynamics CRM. This is a client facing role; the individual will work very closely with various business units including undergraduate and graduate enrollment offices, registrar’s office, various schools and academic units, and developers, to provide front line Tier 1 and Tier 2 technical support. The individual will also provide user training and communicate how to design effective processes within the university’s CRM solution.

Essential Functions

  1. Technical Support and Operations: Provide front line Tier 1 and Tier 2 client support to campus CRM users by reacting to issues affecting the campus constituencies. Assist in the rapid and thorough resolution of production issues. Work with business users and the development team to troubleshoot production emergencies. Support enterprise CRM solutions and related platforms as needed.
  2. Configuration, Integration of Technology Solutions:  Configure and develop (hands-on) CRM solutions that meet business outcomes and are flexible using CRM and associated technologies. Perform CRM configuration of forms, communication plans, and workflows. Streamline the process & procedures and improve the release of product builds.
  3. Testing and Implementation of Technology Solutions:  Work with a diverse team of system analysts, application developers, project managers and third-party solution providers/ vendors to implement technology solutions. Conduct system and user acceptance testing efforts to ensure software meets business requirements.

Position Type/Expected Hours of Work

  • Full-Time
  • Exempt
  • Project Leader/Advisor B
  • Availability after-hours as needed.

Salary Range

  • Commensurate with experience.

Required Education and Experience

  • Bachelor's degree.
  • Program of study in Management Information Systems, Computer Science or a closely related field, or equivalent experience/training, e.g. Microsoft Certified Solutions Associate or Developer certification.
  • 2-4 years of relevant experience.

Preferred Education and Experience

  • Master's Degree.
  • Program of study in Management Information Systems, Computer Science or a closely related field. Project Management Professional (PMP) Certificate, or equivalent.
  • 4-6 years of relevant experience.
  • Experience with Microsoft Dynamics CRM
  • Experience with Ellucian’s Enterprise Resource Planning (ERP) platforms, especially Colleague.
  • Experience with technology at a higher education institution.

Additional Eligibility Qualifications

  • Knowledge of the systems development lifecycle and Agile development methodologies.
  • Experience configuring Customer Relationship Management (CRM) systems.
  • Strong experience with business analysis, process analysis and mapping, and project management.
  • Excellent communication and analytical skills, as well as the ability to work effectively with all levels of stakeholders, both technical and non-technical.
  • Work Authorization/Security Clearance (if applicable)


AU offers a competitive benefits package including a 200% matching retirement plan, tuition benefits for full-time staff and their families, several leadership development certificates, and has been recognized by the American Heart Association as a fit-friendly worksite. Click here to learn about American University's unique benefit options.


Other Details


Current American University Employees

If you are a current employee at American University, please log into AsuccessfulU through the myAU portal. Once in AsuccessfulU, please select the Careers tile which will take you to our internal career page. 


Contact Us

For more information or assistance with the American University careers site, email


American University is an equal opportunity, affirmative action institution that operates in compliance with applicable laws and regulations. The university does not discriminate on the basis of race, color, national origin, religion, sex (including pregnancy), age, sexual orientation, disability, marital status, personal appearance, gender identity and expression, family responsibilities, political affiliation, source of income, veteran status, an individual’s genetic information or any other bases under federal or local laws (collectively "Protected Bases") in its programs and activities.

Nearest Major Market: Washington DC