Lead Systems Analyst, Online Recruitment

The Lead Systems Analyst provides strategic and operational systems design for Arizona Online's Recruitment and Enrollment Management Office. This position has the direct and primary responsibility of overseeing three of our integral online recruitment systems and advance the University's strategic vision. These systems are a Contract Center as a Service (CCaas) system, our online instance of the universities' CRM and our prospective student chatbot solution. Arizona Online's Recruitment Team conducts primarily digital recruitment and outreach to prospective students across various channels including voice, email, chat and SMS. This position will oversee in bound and outbound digital communications and will also work in collaboration with the Director of Online Recruitment & Enrollment to develop new and creative outreach strategies to promote Arizona Online and it's Undergraduate, Graduate, Online, Location based learning, International For Credit and Non Credit offerings.

Reporting to the Director of Recruitment and Enrollment Management, the Lead Systems Analyst is responsible for designing, delivering and maintaining data informed strategies, systems and processes that support the achievement of Arizona Online's recruitment and enrollment goals. This role will also lead and supervise a Communications and Data Management Coordinator. Together this unit provides technical support related to both the CCaaS solution and our CRM which directly determines how effective our Enrollment Counseling teams communicate with prospective Arizona Online students. Lastly, this role will analyze outreach effeorts and interactions within our various recruitment systems related to the recruitment of students seeking admission into the University of Arizona Online and initiate, implement and monitor strategies and procedures that ensure the effectiveness and efficiency of recruitment outreach.

Visa sponsorship is not available for this position.

Outstanding U of A benefits include health, dental, and vision insurance plans; life insurance and disability programs; paid vacation, sick leave, and holidays; U of A/ASU/NAU tuition reduction for the employee and qualified family members; retirement plans; access to U of A recreation and cultural activities; and more!

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• System Administrator for CCaaS (dialer) solution. Serving as a bridge between the Arizona Online Recruitment & Enrollment Management (REM) team and TTEC who supports our contact center operations.
• Internal lead and strategist for our Slate Customer Relationship Management (CRM) System; includes coordinating initiatives with the Enrollment Management Systems Initiatives (EMSI) team who are the product owners for the Slate system.
• System Administrator for Gravyty (lvy.ai) chatbot solution; working closely with the Ocelot/ Ivy team to ensure that all parties understand our business needs and technical requirements.
• Conducts thorough analysis of existing systems and processes to identify gaps, areas of improvement and opportunities for automation.
• Provides subject matter expertise within use of applicable technology for Arizona Online Recruitment.
• Translates business needs into clear and concise technical specifications for development teams.
• Collaborates directly with the Director of Online Recruitment and Enrollment on identifying current recruitment technology trends and areas of focus to improve program development.
• Works with recruitment leadership to develop and implement strategic enrollment goals.
• Leads collaboration and integration when non recruitment staff necessitate the use of recruitment systems.
• Creates detailed requirement documents, descriptions, and other documentation to communications solution specifications to both technical & non technical stakeholders.
• Supervision of Communication and Data Management staff that also serve as a complex support team.
• Leads Communication Management Team in campaign designing, campaign management, call analysis responses, wrap up code mapping and outbound settings
• Collaborates with cross functional teams, including developers, project managers and systems administrators to design effective solutions that align with institutional goals.
• Aides in the maintenance of Arizona Online internal Recruitment SharePoint site, (PowerAutomate Flows, process guide management and cross department page collaboration).
• Assists in recruitment project planning, estimating and prioritization.
• Develops and implements policies, procedures, processes and training /operations manuals.
• Identifies and shares opportunities for process improvements and improved working conditions.
• Serves as a liaison between technical teams and end users, ensuring effective communication and mutual understanding.
• Develops and executes test plans, test cases, and scenarios to validate that solutions meet requirements.
• Supports change management efforts by assisting with training materials, user guides, and user training sessions.
• Provides recommendations for process improvements and innovative solutions.
• Additional duties as assigned.

Knowledge, Skills, and Abilities (KSAs)

• Requires conceptual knowledge and expertise of contact center and admissions/ recruitment communications concepts, principles, and practices or a broad understanding of multiple related disciplines and general management.
• Excellent written communication and presentation skills.
• Ability to meet deadlines: organizational, project and time management skills
• Ability to function both independently and as a team member
• Detail orientated
• Demonstrate above average analytical skills; ability to identify trends and patterns

This job posting reflects the general nature and level of work expected of the selected candidate(s). It is not intended to be an exhaustive list of all duties and responsibilities. The institution reserves the right to amend or update this description as organizational priorities and institutional needs evolve.

• Bachelor's degree in communication, information science, marketing, computer engineering, computer science, telecommunications or equivalent advanced learning attained through professional level experience required.
• Minimum of 5 years of related work experience, including 2 years of managerial experience, or equivalent combination of education and work experience.

• Previous experience in higher education systems administration.
  
• Previous call center experience overseeing a dialer systems with in bound, out bound, chat and reporting capabilities.
  
• Previous customer relationship management (CRM) experience managing a CRM systems with email, phone, SMS, automated email and reporting capabilities.
  
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, SharePoint, Teams)