Overview
The Customer Relationship Management (CRM) Operations Analyst supports the Director of CRM and Admissions Retention Operations and the CRM Administrators in the planning, implementation, documentation, maintenance, and continuous improvement of the University's Microsoft Dynamics 365 Admissions platform and related operational processes. Working collaboratively with CRM Administrators, this position contributes to departmental initiatives through business analysis, reporting, workflow automation, documentation, maintenance of Microsoft Dynamics 365, testing, implementation of CRM enhancements, and operational support. The CRM Operations Analyst independently completes assigned work, communicates project progress and potential blockers, participates in collaborative review and iterative refinement, and contributes to the successful completion of departmental initiatives that improve admissions operations and the overall user experience.
Responsibilities
Operational Projects & CRM Enhancements
Participate in the planning, development, testing, implementation, and documentation of CRM enhancements and operational initiatives
Independently complete assigned operational and project work while communicating progress, identifying questions or blockers, participating in collaborative review, and incorporating feedback through implementation and project completion
Assist with Microsoft Dynamics 365 configuration, maintenance, optimization, system upgrades, releases, and feature implementations
Assist with testing, validating, refining, and implementing CRM enhancements and operational solutions
Contribute to multiple concurrent projects while maintaining established priorities and timelines
Work collaboratively with the Director of CRM and Admissions Retention Operations, CRM Administrators, Information Technology, and departmental stakeholders to advance CRM initiatives
Communicate project status, implementation progress, risks, questions, and blockers in a timely manner
Participate in solution reviews, testing, refinement, and continuous improvement activities
CRM Operations Support
Provide operational support for Microsoft Dynamics 365 and related admissions technologies
Investigate reported issues, perform testing, validate proposed solutions, and assist CRM Administrators in resolving operational and technical problems
Assist with maintaining system configuration, data integrity, system security roles, user permissions, and day-to-day operational stability
Escalate complex technical issues when appropriate while maintaining professional communication with users
Business Analysis & Process Improvement
Analyze existing business processes and identify opportunities to improve operational efficiency through technology
Research system functionality and assist in evaluating and implementing solutions that support departmental objectives
Participate in requirements gathering, solution evaluation, and process improvement initiatives
Assist in validating that implemented solutions meet operational and business requirements
Reporting, Analytics & Workflow Automation
Develop and maintain CRM dashboards, reports, charts, system views, Power BI visualizations, and other analytical tools supporting operational decision-making
Develop, test, document, and maintain Microsoft Power Automate workflows and Microsoft Dynamics 365 business processes
Validate reporting accuracy and workflow functionality prior to implementation
Maintain documentation supporting reports, dashboards, and automated business processes
Qualifications
Education/Experience
Bachelor's degree from an accredited college or university in Information Systems, Business Administration, Computer Science, Data Analytics, Higher Education Administration, or a related field, or an equivalent combination of education and experience.
Minimum of two (2) years of professional experience supporting CRM systems, business analysis, higher education technology, or related administrative systems required
Experience with Microsoft Office applications required.
Knowledge/Skills/Abilities
Strong analytical, organizational, and problem-solving skills.
Excellent written, verbal, and interpersonal communication skills.
Strong organizational and time management skills.
Proficiency with Microsoft Office Suite (Excel, Word, PowerPoint, Outlook, and Teams).
Ability to independently manage multiple assignments while communicating progress, identifying blockers, and meeting established deadlines.
Ability to work independently and collaboratively within a project-oriented environment.
Demonstrated ability to learn new technologies and adapt to changing operational priorities.
Demonstrated initiative while remaining aligned with departmental priorities, project objectives, and implementation standards.
Travel
Must be willing to travel as business needs arise.
Maximum Salary
USD $51,510.00/Yr.
Minimum Salary
USD $41,207.00/Yr.
Touro University offers a comprehensive benefits package for full-time employees which includes:
Full range of Health Plans
Medical Plans (choice of EPO, PPO, High Deductible HSA)
Flexible Spending Accounts (FSA)
Dental Plans (PPO & HMO) and Vision Plan
Dependent Care and Transit Programs
Life Insurance, AD&D and Voluntary Supplemental Life Insurance
Short-term and Long-term disability programs
Retirement Plan (403b) - matching contribution up to 5% for eligible/enrolled employees following one year of employment (may make own pre-tax contributions immediately following employment)
Touro University Tuition Exemption Program for eligible employees, their spouse and dependent children
Employee Assistance Program
Early-Release Fridays (upon approval)
Generous Paid Time Off
Vacation, Sick Leave, Personal Leave & Floating Holiday
Annual Holiday Schedule
All campuses of the Touro University unite to promote our core values of Respect, Integrity, and Ethics. As an international institution with diverse and talented faculty and staff, we value an inclusive learning experience where students and employees come first.
Touro University is an equal opportunity employer. Touro University treats all employees, job applicants, and students without unlawful consideration of race, ethnicity, religion, creed, color, national origin, ancestry, sex (including pregnancy, childbirth or related medical condition), age, disability, medical condition, marital status, genetic information, sexual orientation, gender, gender identity, gender expression, military service or veteran status, citizenship status, or any other classification protected by applicable federal, state or local laws. We are committed to ensuring the fulfillment of this policy in all decisions, including but not limited to, recruitment, the administration of educational programs and activities, hiring, compensation, training and apprenticeship, placement, promotion, upgrading, demotion, downgrading, transfer, layoff, suspension, expulsion and termination, and all other terms and conditions of admission, matriculation, and employment.
Inquiries or complaints concerning the non-discrimination policies should be sent to Nicole Barnett, 202 West 43rd Street, 11th Floor, New York, New York, 10036, nicole.barnett@touro.edu (646-565-6285) or, alternatively, to the Chief Compliance Officer at compliance@touro.edu and 646-565-6000 x55330.
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Job Locations US-NY-New York
ID 2026-13470
College Administration
Position Type Full-Time
Schedule Shift 9:00AM-5:30PM
Hours Per Week 36.5
Travel As needed
Category Administrative/Office Support
FLSA Status Non-Exempt
Location : Country US
