Lead Systems Analyst

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 Contact Center as a Service (CCaaS) system (Genesys Cloud), our online instance of the universities' CRM (Slate) and our chatbot solution (Gravyty-Ivy.ai). 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 develop new and creative communication 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 developing and implementing 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. This role will manage communication efforts and interactions within our various systems. Lastly, this role will lead digital outreach activities 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.

Candidates working anywhere in the U.S. may be considered for a remote assignment. If you are selected for this position and are employed to work remotely from outside of Arizona, your overtime exemption status will depend on the laws of the state where you perform your work. For employees working outside of Arizona, you may be hired as an hourly employee in accordance with state laws. A comparable hourly rate range would be: $36.31-$47.21. These changes would not affect the position duties as outlined.

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 solution. Including assigning roles, permissions, phone number purchasing, skills management, agent utilization, interaction queues, wrap-up code, prompt management and dependencies.
• Internal lead and strategist for Customer Relationship Management (CRM) System; includes data management, report and query configuration, communication workflows, and staff training to support recruitment and enrollment goals.
• System Administrator for Gravyty (Ivy.ai) chatbot solution; includes data management, report and query configuration, communication workflows, and staff training to support recruitment and enrollment goals.
• Primary architect for building and maintaining call flows to include inbound, outbound and in-queues.
• Primary contact for adding technology permissions and support to include user permissions, roles, and profiles for all incoming staff members.
• Provides subject matter expertise within use of applicable technology for Arizona Online Recruitment.
• 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.
• Maintains and communicates standards to be used for all admissions solutions/systems (dialer systems, CRM, etc.).
• Supervision of Communication and Data Management staff that also serve as a complex support team.
• Leads Communication Management Team in campaign building, campaign management, call analysis responses, wrap-up code mapping and outbound settings.
• Aides in the maintenance of Arizona Online internal Recruitment SharePoint site (PowerAutomate Flows, process guide management and cross-department page collaboration).
• Develops and implements policies, procedures, processes and training /operations manuals.
• Identifies and shares opportunities for process improvements and improved working conditions.
• Additional duties as assigned.

Knowledge, Skills, and Abilities:

• 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 skills.
• Demonstrate above average analytical skills; ability to identify trends and patterns.
• Proficiency skills in Microsoft Office Suite (Excel, Word, PowerPoint, SharePoint, Teams).

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, or equivalent combination of education and work experience.

• 2 years of managerial experience.
• 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.

The Rate of Pay Field represents the University of Arizona's good faith and reasonable estimate of the range of possible compensation at the time of posting. The University considers several factors when extending an offer, including but not limited to, the role and associated responsibilities, a candidate's work experience, education/training, key skills, and internal equity.

The Grade Range represent a full range of career compensation growth over time. The university offers compensation growth opportunities within its career architecture. To learn more about compensation, please review our Applicant Compensation Guide and our Total Rewards Calculator.

The grade range for this position is $75,540- $120,863. Each unit typically sets starting pay between the minimum and midpoint upon hire as reflected in the Rate of Pay field above.