The Rackham Graduate School seeks a Business Systems Analyst Intermediate to serve as a member of the Rackham Information Technology team.

The Rackham Graduate School is seeking a skilled and collaborative CRM Application Administrator to serve as the technical owner of our Technolutions Slate platform. This role is being established at a pivotal time as we embark on a comprehensive, phased implementation of Slate to manage our decentralized graduate admissions process across multiple programs.

As the primary internal anchor for Slate, you will work closely with our external implementation partner to build, launch, and optimize the system. In conjunction with the implementation partner's recommendations, you will be responsible for translating complex, decentralized academic workflows into efficient Slate architectures, managing integrations with our Student Information System (SIS) and external vendors (Nelnet, Perceptive Content), and providing technical leadership to program administrators.  Following the solution deployment, you will be responsible for managing, maintaining, and enhancing the Slate solution which includes, but is not limited to,  partnering with the Admissions team to support application cycle changes, partnering with program staff for application evaluation cycle changes, providing operational support for bug fixes and enhancements, managing integrations, and managing security and access controls.

Rackham operates in a complex, decentralized environment where individual graduate programs perform independent applicant evaluations and return recommendations to the central Graduate School for final verification. As a CRM Application Administrator, you will serve as a vital bridge between academic departments, central Rackham admissions, internal and our external implementation partner. 

You will be responsible for ensuring that the Slate configuration successfully balances departmental autonomy with central compliance and data integrity.  You will be responsible for implementing and supporting unique program admissions application evaluation requirements to be included in the design and build of Slate; seeking evaluation standardization where possible.

PLEASE NOTE: Rackham is currently offering hybrid work schedules to staff, requiring 2-3 days per week on-site with the remaining time being remote.

To learn more about the Rackham Graduate School visit https://rackham.umich.edu/. and view our Rackham Community Expectations.

System Administration & Configuration (40%)

• Serve as the primary administrator for the Slate environment, managing user roles, permissions, security settings, and system configuration.
• Build and maintain complex Slate Reader workflows, application workflows, portals, and decision release processes that support decentralized program evaluations.
• Design, test, and update responsive digital applications, fields, prompts, and forms for diverse graduate programs.
• Develop and maintain automated communication plans, including emails, and events, tailored to specific program lifecycles.
• Propose, develop and maintain artificial intelligence (AI) solutions in Slate, following strict guidance on Rackham's appropriate use of AI.

Data Integration, Security, and Access Administration (30%)

• Manage, monitor, and troubleshoot automated data feeds (source formats, queries, and scripts) between Slate and the institutional Student Information System (SIS).
• Support integrations with third-party payment gateways (Nelnet) and document imaging solutions (Perceptive Content), working in collaboration with the central ITS organization.
• Build custom queries to support institutional reporting, data verification, and ad-hoc data requests.
• For programs not initially adopting Slate, build and manage import processes to import the program's external recommendations into the platform seamlessly.
• Administer CRM user access, roles, permissions, profiles, groups, and security settings in accordance with institutional policies and least-privilege principles.
• Manage user provisioning, deprovisioning, and access modifications, ensuring accurate and timely updates.
• Troubleshoot and resolve access, authentication, permissions, and data visibility issues.
• Conduct access reviews and support audit, compliance, and data governance activities.
• Partner with business units, IT security, and data stewards to maintain appropriate role-based access controls and protect sensitive data.
• Document security configurations, access processes, and permission models.

User Support, Training & Consultation (20%)

• Act as the internal consultant for decentralized academic departments, helping them translate their unique admissions evaluation needs into standard Slate practices.
• Develop technical documentation, standard operating procedures (SOPs), and training materials for a diverse user base, including faculty reviewers and admissions staff.
• Deliver onboarding and continuous technical training to system users across Rackham.
• Support change management by communicating system updates, process changes, deadlines, known issues, and recommended practices.
• Triage and resolve user-reported issues, escalating complex technical or integration issues as appropriate.
• Identify common support trends and recommend improvements to workflows, documentation, training, and system configuration.

Project Management & Strategy (10%)

• Serve as a core technical subject matter expert (SME) during the project, working directly with the external implementation partner and the project team.
• Participate in requirements gathering, configuration review, testing, issue resolution, and go-live readiness activities.
• Support unit testing, user acceptance testing, regression testing, integration testing, and admissions-cycle readiness testing.
• Track configuration changes, enhancement requests, defects, risks, and dependencies in collaboration with the project team.
• Stay current with Technolutions releases, Slate community best practices, and new features, recommending improvements to maximize the platform's value.
• Contribute to post-implementation optimization by identifying opportunities to simplify processes, improve user experience, enhance data quality, and increase adoption across decentralized programs.

Experience: Minimum of 2-3 years of experience administering, configuring, or supporting an enterprise CRM, admissions, student information, or related business application. 

Technical Skills:

Experience configuring or supporting system workflows, forms, communications, reports, queries, user permissions, data processes, or related application functionality. 

Experience building queries, reports, exports, or data views to support operational, analytical, or reporting needs. 

Understanding of relational data concepts and experience working with structured data, including data validation, imports, exports, or system-to-system data exchange. 

Basic knowledge of HTML, CSS, SQL, or similar technical tools used to support system configuration, reporting, communications, or web-based interfaces. 

Soft Skills: Outstanding communication and interpersonal skills, with a proven ability to explain technical concepts to non-technical stakeholders (faculty, staff, and leadership).

Problem Solving: Strong analytical and problem-solving skills, with the ability to troubleshoot system workflows, data discrepancies, access issues, and configuration problems. 

Operations: 

Demonstrated experience providing day-to-day operational support for an enterprise application, CRM, admissions system, student system, or related business platform. 

Experience triaging, troubleshooting, resolving, escalating, and documenting user-reported issues related to workflows, data discrepancies, access, reporting, communications, or system configuration.

Demonstrated ability to support high-volume or time-sensitive operational cycles by prioritizing urgent issues, communicating status updates, and following through to resolution.

Demonstrated ability to develop documentation, provide user support, and train users with varying levels of technical experience.

Ability to work independently and collaboratively in a complex, decentralized environment with multiple stakeholders and competing priorities.

Demonstrated commitment to data accuracy, privacy, security, and appropriate access administration

• Direct hands-on experience administering, configuring, or supporting Technolutions Slate.
• Experience with a Slate implementation, migration, major enhancement project, or admissions-cycle rollout.
• Experience in a decentralized graduate admissions, enrollment management, or higher education environment.
• Experience utilizing Slate Reader and designing application review workflows, faculty reviewer processes, or custom portal interfaces.
• Experience building complex Slate queries, reports, exports, populations, rules, forms, communications, or portals.
• Familiarity with Slate Configurable Joins.
• Experience managing or supporting integrations between Slate and major higher education student information systems such as PeopleSoft, Banner, Workday Student, or similar platforms.
• Experience with FERPA, role-based access controls, least-privilege access principles, data governance, or security administration in higher education.

Being part of something greater, of serving a larger mission of discovery and care that's the heart of what drives people to work at Michigan. In some way, great or small, every person here helps to advance this world-class institution. It's adding a purpose to your profession. Work at Michigan and become a victor for the greater good.

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Job openings are posted for a minimum of seven calendar days.  This job may be removed from posting boards and filled any time after the minimum posting period has ended.

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.