University of Tennessee, Knoxville
IT Manager: Office of Innovative Technologies - UTK
University of Tennessee, Knoxville, Knoxville, Tennessee, United States, 37955
IT Manager: Office of Innovative Technologies - UTK
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Job Description The IT Manager is responsible for overseeing the design, development, and maintenance of the CRM platform, Salesforce, including Service Cloud, Experience Cloud, Student Success Hub, MuleSoft, Tableau, Blackthorn, and Appinium. The role works closely with the customer relationship management (CRM) director to implement CRM initiatives designed to improve the student experience and support student success. The manager leads the Salesforce technical team to execute technical roadmaps and plans and directs daily workloads.
This position plays a crucial role in operationalizing CRM strategy, providing an outstanding user experience for campus stakeholders, supporting platform stability, and ensuring digital engagements provide the best possible student experience. This position must be able to develop strong cross‑functional relationships with a variety of campus partners and third‑party vendors.
Responsibilities
Managing, mentoring, providing technical guidance, and evaluating staff, on duties relating to the architecture, design, development, and operation of campus CRM Salesforce tech stack including:
Salesforce for Education product (Student Success Hub)
Tableau dashboard development tool
MuleSoft data integration tool
Other associated applications, including but not limited to, Blackthorn event tool and Appinium
Define and document technical plan goals, scope, deliverables, and success criteria in collaboration with clients and internal teams.
Understand CRM strategy, key business objectives, and needs of CRM users; ensure the technical team has a shared purpose, shared understanding, and a sense of urgency to deliver against these objectives and needs.
Actively drive the development life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support.
Project management, business analysis, data analysis, architecting solutions, customer service, documentation, peer review.
Generate reports and dashboards to track project performance and outcomes.
Ensure proper documentation for compliance and audit purposes.
Identify opportunities for process improvements and innovation within the Salesforce platform.
Manage vendor relationships.
Participation in Campus wide groups responsible for decision support, governance, and strategy development for anything related to the Salesforce CRM.
Raise concerns, remove roadblocks, and actively seek opportunities to serve and enable both the technical team and CRM business partners.
Qualifications Required Qualifications
Bachelor's degree in a related field or equivalent combination of education and related experience.
Experience leading technical teams that serve a wide range of user needs.
Demonstrated experience in working with technical aspects of the Salesforce platform.
Knowledge, Skills, Abilities
Deep technical knowledge of the Salesforce platform and toolsets.
Project and team leadership/management skills; demonstrated ability to build and lead a team of technical professionals.
Strong conceptual, analytical, problem‑solving, organizational, and technical skills.
Project management skills; demonstrated ability to handle and prioritize multiple tasks and projects simultaneously.
Ability to translate business needs into technical solutions.
Excellent verbal and written communication skills.
Able to communicate clearly and effectively.
Preferred Qualifications
Higher education experience.
Knowledge, Skills, Abilities (Preferred)
Ability to network within the institution and with outside peers to seek out best practices and trends and facilitate the delivery of operational and strategic goals for the university.
Work Location Location: Knoxville, TN | Hybrid.
Compensation and Benefits
UT market range: MR16
Anticipated hiring range: $100,000 - $122,000
Find more information on the UT Market Range structure here.
Find more information on UT Benefits here.
Application Instructions
Resume
Cover LetterList of 3 Professional References
About the Division The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer‑driven IT services in a consistent and credible manner.
About the University The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service. UT Knoxville offers over 900 programs of study across 14 degree‑granting colleges and schools. As Tennessee’s flagship land‑grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory. The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service. UT Knoxville considers its employees its number one asset. With values that focus on work‑life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top‑tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone. The university holds a strong commitment to its land‑grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine. Apply today and join the Tennessee Volunteer community!
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Job Description The IT Manager is responsible for overseeing the design, development, and maintenance of the CRM platform, Salesforce, including Service Cloud, Experience Cloud, Student Success Hub, MuleSoft, Tableau, Blackthorn, and Appinium. The role works closely with the customer relationship management (CRM) director to implement CRM initiatives designed to improve the student experience and support student success. The manager leads the Salesforce technical team to execute technical roadmaps and plans and directs daily workloads.
This position plays a crucial role in operationalizing CRM strategy, providing an outstanding user experience for campus stakeholders, supporting platform stability, and ensuring digital engagements provide the best possible student experience. This position must be able to develop strong cross‑functional relationships with a variety of campus partners and third‑party vendors.
Responsibilities
Managing, mentoring, providing technical guidance, and evaluating staff, on duties relating to the architecture, design, development, and operation of campus CRM Salesforce tech stack including:
Salesforce for Education product (Student Success Hub)
Tableau dashboard development tool
MuleSoft data integration tool
Other associated applications, including but not limited to, Blackthorn event tool and Appinium
Define and document technical plan goals, scope, deliverables, and success criteria in collaboration with clients and internal teams.
Understand CRM strategy, key business objectives, and needs of CRM users; ensure the technical team has a shared purpose, shared understanding, and a sense of urgency to deliver against these objectives and needs.
Actively drive the development life cycle from requirements analysis, feasibility estimates, design, code, documentation, testing, implementation, and support.
Project management, business analysis, data analysis, architecting solutions, customer service, documentation, peer review.
Generate reports and dashboards to track project performance and outcomes.
Ensure proper documentation for compliance and audit purposes.
Identify opportunities for process improvements and innovation within the Salesforce platform.
Manage vendor relationships.
Participation in Campus wide groups responsible for decision support, governance, and strategy development for anything related to the Salesforce CRM.
Raise concerns, remove roadblocks, and actively seek opportunities to serve and enable both the technical team and CRM business partners.
Qualifications Required Qualifications
Bachelor's degree in a related field or equivalent combination of education and related experience.
Experience leading technical teams that serve a wide range of user needs.
Demonstrated experience in working with technical aspects of the Salesforce platform.
Knowledge, Skills, Abilities
Deep technical knowledge of the Salesforce platform and toolsets.
Project and team leadership/management skills; demonstrated ability to build and lead a team of technical professionals.
Strong conceptual, analytical, problem‑solving, organizational, and technical skills.
Project management skills; demonstrated ability to handle and prioritize multiple tasks and projects simultaneously.
Ability to translate business needs into technical solutions.
Excellent verbal and written communication skills.
Able to communicate clearly and effectively.
Preferred Qualifications
Higher education experience.
Knowledge, Skills, Abilities (Preferred)
Ability to network within the institution and with outside peers to seek out best practices and trends and facilitate the delivery of operational and strategic goals for the university.
Work Location Location: Knoxville, TN | Hybrid.
Compensation and Benefits
UT market range: MR16
Anticipated hiring range: $100,000 - $122,000
Find more information on the UT Market Range structure here.
Find more information on UT Benefits here.
Application Instructions
Resume
Cover LetterList of 3 Professional References
About the Division The Office of Innovative Technologies (OIT) seeks to support the university’s mission by providing customer‑driven IT services in a consistent and credible manner.
About the University The University of Tennessee, Knoxville, has shaped leaders, changemakers, and innovative thinkers since its founding in 1794. The university is home to more than 38,000 students and 10,000 statewide employees—the Volunteers—who uphold the university’s tradition of lighting the way for others through leadership and service. UT Knoxville offers over 900 programs of study across 14 degree‑granting colleges and schools. As Tennessee’s flagship land‑grant university, its footprint spans the entire state. The university holds the highest Carnegie classification for research activity and has deep partnerships with industry leaders and the US Department of Energy’s largest multidisciplinary laboratory, Oak Ridge National Laboratory. The Knoxville campus serves and recruits for UT Knoxville, including the Institute of Agriculture and the Space Institute, as well as the UT Institute of Public Service. UT Knoxville considers its employees its number one asset. With values that focus on work‑life balance, compensation, and innovation leadership, all Vols are supported to advance professionally. Employees have access to career development and coaching, continued education, and an extensive list of development and training possibilities. The Volunteer employee experience implements structures and practices to attract and retain top‑tier talent, fostering a strong staff community and supporting a culture of involvement and engagement for everyone. The university holds a strong commitment to its land‑grant mission of learning and engagement, with a tradition of service and leadership that carries that Volunteer spirit throughout the state and around the world. It has been ranked nationally as “Best Employer for New Graduates,” “One of America’s Best Large Employers,” and “Best Workplace for Women,” and has been designated as “Best Place for Working Parents” by Forbes Magazine. Apply today and join the Tennessee Volunteer community!
#J-18808-Ljbffr