CRM SYSTEMS ANALYST

*We do not consider incomplete or Quick Apply applications. About the Organization: Collaborative Institutional Training Initiative (CITI Program)CITI Program was established in 2000 and is a leading global online education provider. Its web-based training materials serve millions of learners and thousands of subscribing institutions. CITI Program is dedicated to serving the training needs of colleges and universities, healthcare institutions, technology and research organizations, and governmental agencies, as they foster integrity and professional advancement of their learners.CITI Program is the preeminent leader in online research, ethics, compliance, and safety training. It has trained researchers globally for over 20 years at thousands of academic, research, and healthcare organizations. CITI Program is a dynamic and collegial working environment with opportunities to bring forth new educational materials that support learners and institutions in the U.S. and around the world. CITI Program joined the Biomedical Research Alliance of New York (BRANY) in 2016. BRANY was founded in 1998 and is jointly owned by four leading academic medical centers - NYU School of Medicine, Montefiore Medical Center, Icahn School of Medicine, and Northwell Health. BRANY is also a premier resource for research support services for hospitals, academic medical centers, and investigators, among its other ventures.General Summary/Objective:We are seeking a dynamic and detail-oriented CRM Systems Analyst to manage and optimize our Salesforce ecosystem and related platforms. The ideal candidate will be responsible for leveraging Salesforce Service Cloud, Sales Cloud, Experience Cloud, Agentforce AI, and integrations with platforms like RingCentral, Nice InContact, Gravity Forms, Campaign Monitor, Celigo, NetSuite, and the CITI Program LMS. This role will report to the Assistant Director of CRM Systems, and will play a pivotal part in driving efficiency, improving customer experience, and aligning technology with business goals.Duties/Responsibilities: * Salesforce Administration & Optimization * Configure and maintain Salesforce Service Cloud, Sales Cloud, and Experience Cloud to meet evolving business needs. * Utilize Agentforce AI to develop predictive insights and automate processes. * Ensure data quality, deduplication, and alignment with organizational standards. * Platform Integration & Management * Oversee integrations between Salesforce and third-party platforms like RingCentral, Nice InContact, Gravity Forms, Campaign Monitor, and NetSuite. * Collaborate with IT and vendors to enhance our custom LMS with CRM integrations. * Analytics & Reporting * Create and maintain dashboards and reports to provide actionable insights to stakeholders. * Analyze customer interaction data to identify trends and recommend strategies for improvement. * Process Improvement * Partner with cross-functional teams to identify and implement process improvements. * Elicit stakeholder needs and translate them into clear CRM/system requirements. * Document workflows, system configurations, and processes for knowledge sharing and training. * Training & Support * Provide training and support to end-users to maximize adoption and effective use of CRM tools. * Troubleshoot and resolve technical issues promptly.Non-Essential Functions will be noted by asterisk ().Education required: * Bachelors degree in Business, Information Technology, or related field (or equivalent experience)Experience Required: * 3+ years of experience working with Salesforce (Service Cloud, Sales Cloud, and Experience Cloud). * Experience with Agentforce for Service, Data Cloud, Campaign Monitor, and Nice InContact or similar CCaaS is highly desirable. * Experience supporting marketing and sales processes, including product catalog management, pricing, and order workflows. * Experience with Apex, Visualforce, and Ligh