CRM SUPPORT OFFICER HEW LEVEL 6 Position Number: Organisational Unit: Position Reports to: Overall Purpose: Organisational Context and Relationships CP322 Student Services: Business Support & Reporting Senior Coordinator, Business System Support The purpose of the Senior CRM Support Officer is to assist with the functional maintenance and development of the RightNow CRM system including the implementation and testing of enhancements and upgrades. A key aspect of the role is liaising and supporting stakeholders to ensure that the functionality of the CRM system continues to meet business needs. Within the University the position: works closely with fellow Business Support and Reporting team members and Academic Registrar s Office as well as with the Business Improvement Services, Customer Service and Communications team, Victoria University International and staff from across the broader University. Location/Campus: The position is currently located at the Ashely Street office of the University. The position and incumbent may be relocated to any other existing or future University work locations where it conducts its operations. Our Values Victoria University s vision is to be excellent, engaged and accessible and internationally recognised for its leadership in empowering a diverse community of students to grow their capabilities and transform their lives; and engaging with industry and community to make the world a better place, through the creation and sharing. We value: Access, Excellence and Respect. Our Organisation Victoria University (VU) is a dual-sector (higher education and TAFE) tertiary institution based in Melbourne, Australia. VU has eight colleges, each covering a broad discipline of study, six research institutes and seven research centres. The University has nine campuses in Melbourne's CBD and western region, and a tenth campus in Sydney. It also offers courses at partner institutions throughout Asia. More than 47,000 students, including around 15,000 international students, study VU courses worldwide. In 2016, VU will celebrate its 25th anniversary as a university, which will also mark its 100 years as an educational institution. People and Culture Use only Date Updated Date Classified 18/09/15
Organisational Unit The Student Services portfolio is led by the Academic Registrar and Executive Director, Student Services. It leads and partners with other University departments to deliver student-centric, customerfocused, innovative and quality services for all students, academic staff and stakeholders. It delivers services and support to students across the breadth of the student lifecycle, administering the key processes of admissions, enrolments, assessments and graduations as well as managing key student systems and delivering student engagement and advice programs. The portfolio includes: Customer Service and Student Communications Student Wellbeing Student Administration Lifecycle Business Support and Reporting Student Matters Admissions, Pathways & Scholarships Children s Services Business Support and Reporting is responsible for the development, maintenance, staff training and system support of the student management system (VU Connect) and the Customer Relationship Management system (Right Now), reporting student data to government and external bodies, and curriculum configuration management. The Business Support and Reporting team support the operational activities of the student lifecycle by developing and maintaining the quality and integrity of the student management system. The unit provides operational analysis reporting, business requirements and data configuration for system enhancements and upgrades, working with business partners to provide system enhancements to student administration functions and processes. Business Support and Reporting is also responsible for compliance of student data and reporting submissions to State and Federal Government authorities. Travel between campuses to attend meetings or perform duties associated with this position may be required. MAJOR TASKS & ACCOUNTABILITIES Provide technical support, including review, analysis and configuration of the RightNow CRM system, maintaining the online Knowledge Bases and performing quality assurance testing of the system. Assist with RightNow CRM system testing of developments, enhancements and upgrades. Liaise with business users on system requirements, developments and solutions that enable the optimal use of the RightNow CRM and associated student systems. Develop, maintain and document detailed functional product knowledge of the RightNow CRM. Provide support to stakeholders and other team members in the use of RightNow CRM and associated student systems. Investigate and resolve issues, defects and incidents relating to the RightNow CRM system and interface systems. Assist the Training Coordinator with the development of instructional training documentation, policies and procedures related to business users of the RightNow CRM. Adhere to and cooperate with all OHS policies and procedures of the University 2
TYPICAL/MAJOR CHALLENGES Providing specialised technical support and maintenance of the RightNow CRM system. Contribute to the evaluation of current student lifecycle systems including the development of the Student Services Strategies related to the RightNow CRM system and associated systems. Liaison with internal end-users on systems support and development with a customer service focus. Work in an often-changing and fast paced environment, with the ability to perform to specified timeframes, targets and other metrics. LEVEL OF SUPERVISION Operates under broad direction from the Senior Coordinator, Business System Support and may be required to supervise other administrative support staff. PROFESSIONAL AND ORGANISATIONAL KNOWLEDGE Familiarity with database systems and structures, in particular the Oracle RightNow CX Cloud Service, the primary communications and enquiry management platform for the University. Knowledge of University operations, governance and decision making processes, including quality assurance policies and procedures. Dual sector perspective and understanding of both TAFE and Higher Education. KEY SELECTION CRITERIA Essential 1. Knowledge or Training Equivalent to: Completion of a degree with subsequent relevant experience; or extensive experience and specialist expertise or broad knowledge in technical or administrative fields, or an equivalent combination of relevant experience and /or education/training. 2. A strong technical background and extensive experience in software, systems and advanced skills in CRM database software (RightNow). 3. A proven ability to extract and manipulate large and complex data sets. 3
KEY SELECTION CRITERIA 4. Commitment to deliver quality client/customer service and continuous improvement 5. Demonstrated ability to work within tight timelines, exercise sound judgement and problemsolving skills 6. Well-developed interpersonal skills, including the ability to liaise with a wide range of personnel and students in a University environment in order to meet the position and departmental objectives 7. Demonstrated capacity to understand and comply with employer policy and practices in all aspects of work and conduct, including OH&S and Anti-Discrimination responsibilities and complete/attend relevant training Desirable 1. Previous experience and knowledge of quality assurance policies and procedures and other relevant legislative and policy requirements applicable within the tertiary education sector. 2. Knowledge and/or previous experience in a tertiary education institution. 4
Organisational Chart * *Denotes the position 5