CRM Analyst

Established in 1976 the Saskatchewan Indian Institute of Technologies (SIIT) is a First Nation governed post-secondary institution. Recognized under provincial legislation, the Institute has been conferred authority to grant certificates and diplomas. SIIT welcomes over 2400 students into our urban and community programs annually as well as serving over 6000 clients through our nine Career Centers across the province. The Saskatchewan Indian Institute of Technologies is playing a significant role in Saskatchewan's economic future. You can contribute to that success while building your career.

Nature and Scope

The CRM Analyst supports the effective operation, maintenance and continuous improvement of the CRM platform for Admissions and Advisory Services at SIIT. As an employee of SIIT, this position will positively promote and create an environment that demonstrates SIIT's vision, mission and mandate.

General Accountability

Reporting to the Manager, Admissions and Advisory Services, the CRM Analyst is responsible for the day-to-day functional administration of CRM admissions system, including system configuration, workflow support, troubleshooting, user assistance, testing, data quality and operational reporting. The position supports application and advising processes across programs, locations and intake periods, and works closely with Information Technology (IT) to coordinate technical issues, security, integration with other system and software components and future reporting capabilities.

The Analyst serves as the primary functional contact for the CRM system within Admissions and Advisory Services. The role supports other authorized departmental users where CRM system workflows intersect with their work, while IT retains responsibility for enterprise technical administration, infrastructure, security standards and system integrations. Business process decisions and priorities remain with the Manager, Admissions and Advisory Services.

Specific Accountabilities

CRM Configuration and Functional Administration

• Maintain and configure CRM system application forms, program offerings, intake cycles, fields, statuses, business rules, communications, workflows and queues in accordance with approved admissions processes
• Coordinate configuration changes with the Manager and affected program areas; assess downstream impacts before implementing changes
• Administer functional settings and support role-based access requests in coordination with IT and approved authorization processes
• Maintain a configuration inventory, change log, system documentation and standard operating procedures
• Review recurring operational tasks and conduct routine weekly checks of workflows, application processing and communications

User Support, Troubleshooting and Training

• Act as the first point of contact for functional system issues raised by Admissions and Advisory Services staff and other authorized internal users.
• Investigate application submission problems, incorrect statuses, routing errors, communications issues and workflow interruptions affecting prospective students and applicants
• Document, prioritize and track issues to resolution; escalate technical defects, outages and vendor cases through IT as appropriate
• Develop job aids, provide onboarding and training, and communicate system changes to staff
• Identify recurring support issues and recommend changes that reduce manual work and improve applicant service

Product Updates, Testing and Quality Assurance

• Coordinate functional testing of vendor releases, patches and approved configuration changes with IT and operational stakeholders
• Prepare test scenarios for application submission, admissions decisions, communications, advising activities and related processes
• Complete regression testing, record results, identify defects and coordinate corrective actions before or following deployment as applicable
• Validate critical workflows after updates and communicate operational impacts to the Manager and users
• Maintain documented testing and issue-resolution history

Data Quality, Integration and Reporting

• Monitor the accuracy, completeness and consistency of applicant, application, program and intake data
• Identify and investigate mismatches or failed data exchanges between system, software/ databases; work with IT on technical resolution and validate functional outcomes
• Prepare recurring and ad hoc operational reports on inquiries, applications, decisions, conversion, service activity and workflow performance
• Support the development of reporting definitions, dashboards and future requirements in collaboration with IT and relevant institutional reporting leads
• Apply approved data definitions, privacy requirements and quality controls; document data issues and corrective actions

Process Improvement and Cross-Departmental Coordination

• Work with Admissions, Advisory Services, Registrar, academic divisions, IT and other authorized stakeholders to translate operational requirements into feasible configurations
• Participate in planning for new programs, revised admission requirements, intake changes and related system readiness
• Assess opportunities for automation and process improvements while maintaining alignment with approved institutional procedures
• Coordinate functional requirements for departmental expansion of Recruit, including onboarding and communications with affected teams
• Provide regular updates on workload, outstanding issues, system risks and improvement priorities to the Manager

Compliance and Administration

• Protect confidential student and applicant information and comply with SIIT policies and applicable privacy requirements
• Maintain appropriate records of requests, approvals, configuration decisions, testing and changes
• Follow established change management, security, access and incident escalation procedures in partnership with IT
• Perform related duties within the scope of the position as assigned

Required Qualifications and Experience: A degree in information systems, business administration, computer science, data analytics or a related field is required. Three to five years of relevant experience in CRM application support, business systems analysis, functional administration or post-secondary admissions operations is preferred. An equivalent combination of education and experience may be considered. Experience configuring and supporting enterprise CRM workflows, forms, user permissions, communications and operational processes; experience with Ellucian Recruit is a strong asset. Knowledge of student admissions, applicant lifecycle management, advising processes and student information systems; experience with Ellucian Colleague is an asset. Demonstrated experience in troubleshooting, user support, documentation, regression testing, change control and vendor coordination. Strong skills in Excel, data validation and operational reporting; experience with Power BI, SQL or Ellucian Insights is an asset. Ability to translate operational needs into system requirements and work effectively with IT and nontechnical staff. Knowledge of First Nations cultures and organizations is an asset.

Required Competencies: Flexible and Adaptable, Effective Communication, Relationship Building, Results Oriented, Initiative, Attention to Detail, Analytical Thinking, Planning and Goal Setting.

Term Contract Dates: Nov 1, 2026 - June 30, 2027

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