The University of Richmond is seeking a Systems Administration and User Support Specialist to manage and advance the use of the Technolutions Slate CRM platform across multiple databases. This role serves as a key resource for system configuration, user support, development, and ensuring data integrity within the Enrollment and Student CRM Systems (ESCRMS) environment.

This is a Full-time, Non-exempt position, located in Richmond, Virginia, USA. The hiring pay range is $47,154 to $62,483 annually (Pay Grade 6). Remote work may be considered.

Position Summary and Slate CRM Mandate

This specialist serves as both a frontline resource and a subject matter expert for Slate users across campus. The role is responsible for the full lifecycle of CRM functionality, including development, maintenance, support, and process optimization, ensuring data integrity and compliance (FERPA).

Job Duties Breakdown:

• System Configuration, Development, and Customization (40%):
  • Develop communication campaigns, forms, and event/templates.
  • Customize CRM configuration to meet unique departmental needs.
  • Assist in the development of Slate data structures, workflows, automations, applications, and portals.
  • Build complex, multi-stage workflows and implement appropriate permission settings/access controls.
• User Training and Support (30%):
  • Create and maintain comprehensive documentation and user guides.
  • Develop and deliver training programs to educate users on optimized system usage and best practices.
  • Troubleshoot and diagnose user-reported problems (L1-L3 support), including triaging problems to specialized teams or vendor support (Technolutions).
  • Manage user assistance processes and productivity tools (Airtable, Slack).
• System Administration and Maintenance (20%):
  • Develop tools and practices for auditing data in Slate to maintain data integrity.
  • Investigate and resolve system issues, including errors for imports/exports and integrations.
  • Assist in the design and implementation of system integrations, ensuring secure data flow between Slate and other applications.
• ESCRMS Team Management and Process/Tool Development (10%):
  • Develop and implement innovative solutions to enhance team productivity and efficiency (using tools like Airtable, Slack).

Required Experience and Qualifications

The ideal candidate has a Bachelor’s degree, several years of CRM/relational database experience, and a strong blend of technical, analytical, and interpersonal skills necessary for managing a system and supporting a broad user base in a higher education setting.

• Education & Experience (Mandatory):
  • Bachelor’s degree required.
  • 3–5 years of experience working in CRM/relational database systems required.
  • Prior higher education experience preferred.
• Knowledge & Skills:
  • Advanced knowledge of relational database (CRM) configuration and management.
  • Strong analytical, research, critical thinking, and creative problem-solving skills.
  • Demonstrated ability to audit data, map processes, and organize information.
  • Excellent interpersonal and communication skills; demonstrated ability to create system/process documentation, develop training materials/plans, and train users.
  • Thorough understanding of FERPA and compliance; ability to handle highly confidential information.
  • Knowledge of student information systems (SIS) preferred.
• Preferred Bonus Skills: Experience in reporting, UX/UI design, and/or web development.