Careers at UMass Amherst

Temporary Professional - CRM Technical Support

Apply now Job no: 518291
Work type: Hourly
Location: UMass Amherst
Department: MarCom
Union: Non-Benefited
Categories: Temporary Non-Benefited

About UMass Amherst

UMass Amherst, the Commonwealth's flagship campus, is a nationally ranked public research university offering a full range of undergraduate, graduate and professional degrees. The University sits on nearly 1,450-acres in the scenic Pioneer Valley of Western Massachusetts, and offers a rich cultural environment in a bucolic setting close to major urban centers. In addition, the University is part of the Five Colleges (including Amherst College, Hampshire College, Mount Holyoke College, and Smith College), which adds to the intellectual energy of the region.


Job Summary

CRM Technical Support is responsible for supporting communication efforts across the university and plays an important customer service role to all communicators on campus. This role manages all technical aspects of Salesforce Marketing Cloud at UMass Amherst and provides assistance around ancillary tasks involving Marketing Cloud including collecting and analyzing data and assisting in the organization of Business Units and the remediation of technical debt.


Essential Functions

  • Works cooperatively with CRM team members and responds promptly to support tickets in ServiceNow, troubleshoots potential issues and reinforces user training principles, and documents tickets appropriately.
  • Sends email communications using Salesforce Marketing Cloud on behalf of schools, colleges or other units.
  • Responsible for a variety of technical support tasks including but not limited to data extension creation using our custom upload tool, removes expired data extensions, develops automations and journeys and creates reports in Marketing Cloud.


Other Functions

Performs other duties as assigned.


Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

  • Bachelors degree.
  • 1 year experience using a CRM or working with databases.
  • Able to respond quickly and perform a variety of duties, often changing from one task to another of a different nature.
  • Ability to communicate technical information to non-technical audiences and have proven writing skills.
  • Ability to establish and maintain cooperative working relationships with co-workers and platform users.


Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

Knowledge of SQL, Marketing Cloud, Salesforce.


Work Schedule

  • Monday-Friday 8:30-4:30.
  • May require additional time in evenings and on weekends.
  • Flexible/hybrid office situation.


Salary Information



Special Instructions to Applicants

 Along with the application, please submit a resume and three (3) professional references. The position will remain open until filled. 


UMass Amherst is committed to a policy of equal opportunity without regard to race, color, religion, gender, gender identity or expression, age, sexual orientation, national origin, ancestry, disability, military status, or genetic information in employment, admission to and participation in academic programs, activities, and services, and the selection of vendors who provide services or products to the University.  To fulfill that policy, UMass Amherst is further committed to a program of affirmative action to eliminate or mitigate artificial barriers and to increase opportunities for the recruitment and advancement of qualified minorities, women, persons with disabilities, and covered veterans.  It is the policy of the UMass Amherst to comply with the applicable federal and state statutes, rules, and regulations concerning equal opportunity and affirmative action.

Advertised: Eastern Daylight Time
Applications close:

Back to search results Apply now Refer a friend

on-the-spot-interview details Upcoming On-the-Spot Interviews at UMass Amherst for Custodial, Grounds, and Landscaping On-the-Spot Interviews Details

Returning Applicant?

Login to complete your application and/or apply for more positions.


Job Alerts

We'll send you an email when a position becomes available that matches your search criteria


Human Resources

Visit Human Resources for more information on benefits, payroll, health insurance, retirement and general information about working at UMass Amherst.