OFFICE OF INFORMATION TECHNOLOGY
IT Manager (Student Life Cycle Management) (PR0161/20-21)
This is a new position for Application and Integration Services Section in the Office of Information Technology. Reporting to the Assistant Director of Information Technology, the appointee will be an in-house expert in Customer Relation Management (CRM) to uplift students, alumni and staff experiences with customer centric design, personalized engagements, proactive advice and connectivity across the entire student life cycle. The appointee should understand both the short-term and long-term strategies of the Office and the University so as to put forward recommendations on how to leverage technology enablement in CRM.
Collaborate with business users (both academic and administrative departments) to understand their business requirements and operational needs, translate them into user stories for CRM platform implementation;
Manage the planning, implementation and maintenance of CRM solutions to achieve the target outcomes and benefits along the transformation journey;
Take ownership in driving new feature development in CRM, through every stage of the product life cycle and delivering incremental value using validated agile methodologies;
Validate projects through success metrics, to ensure they meet all operational needs and business requirements and drive maintenance and problem resolution, as required;
Post campaign analysis, with recommendations for future projects communication to stakeholders to drive ROI;
Ensure CRM systems and users are adequately supported through prompt resolution of system problems, maintenance of system documentation, training material and the performance of system reconciliation activities;
Ensure system and data integrity for all CRM supported applications by ensuring users are authorized, all changes are properly controlled, and errors are identified, rectified and minimized;
Identify, evaluate, and supervise third-party vendors and consultants;
Prepare, negotiate, and monitor compliance of vendor and consultant contracts; and
Any other IT projects and assignments as directed.
A Bachelor’s degree in information technology, computer science or related discipline;
At least 8 years of work experience in IT, with minimum 5 years’ demonstrable experience in CRM and/or Salesforce implementation;
Demonstrate extensive experience in creating and optimizing the customer journeys;
In-depth knowledge of CRM implementation and vendors management;
Strong in Project Management. PMP or Prince2 certified is a plus;
Strong interpersonal and negotiation skills needed to work effectively with a wide variety of internal and external resources; and
Excellent written and verbal communication skills, strong leadership skills and commitment. He/She must be a self-starter with strong decision-making skills and ability to work under pressure.
Initial appointment will be offered on a fixed-term contract up to 3 years. Re-appointment thereafter will be subject to mutual agreement.
Salary will be commensurate with qualifications and experience.
Applicants are invited to submit their applications at the HKBU e-Recruitment System (jobs.hkbu.edu.hk). Those not invited for interview 4 months after the closing date may consider their applications unsuccessful. Details of the University’s Personal Information Collection Statement can be found at http://pers.hkbu.edu.hk/pics.
The University reserves the right not to make an appointment for the post advertised, and the appointment will be made according to the terms and conditions then applicable at the time of offer.
Review of applications is on-going and will continue until the position is filled.