CRM Officer

The Role

Maynooth University is committed to a strategy in which the core goals of excellent research, scholarship, and outstanding education are interlinked and equally valued. We are seeking to appoint a CRM Officer on a full time permanent basis, at Administrative Officer II Grade, within IT Services.

The CRM Officer position will provide technical CRM services to university departments. The University has invested in strategically placed CRM systems including those for student recruitment and admissions (Ellucian CRM Recruit), student engagement and success (TargetConnect) and communication and event management (Gecko Engage). The CRM Developer will initially focus on designing, developing, and implementing solutions within these CRM platforms to further enhance, optimise, automate, integrate and harmonise their services according to business needs and the University’s strategic objectives.

The successful candidate will possess strong technical expertise in CRM platform administration, configuration, and support. They will be responsible for managing integrations between the CRM and other enterprise systems, ensuring reliable data flows and robust operational performance. Working closely with IT Services and business units across the university, the appointee will support departments engaged with students, external partners, and industry stakeholders, enabling digital transformation through CRM technologies, platform extensions, and emerging digital capabilities.

This role requires hands on experience in delivering workflow automation, data migration and integration processes, role based security, and analytics and reporting solutions. The CRM Officer will translate business requirements into scalable, maintainable technical designs and contribute to the ongoing enhancement of CRM functionality across multiple departments.

Reporting to the Business Intelligence Manager and working closely with senior CRM and data specialists, this is an exciting opportunity for someone with strong technical skills and experience in CRM technologies. The role will offer opportunities to develop skills in areas such as software development, system integration, data management, and business intelligence reporting. As the role involves supporting business critical systems, occasional work outside normal hours may be required. The role may change in line with area or University requirements and developments. The successful candidate will be expected to show flexibility in line with any changes which may occur.

Principal Duties

Administrative and Other Duties

CRM Platform Engineering and Customisation

• Participate in the configuration, customisation, and extension of CRM platforms to meet defined business and functional requirements.

• Collaborate with business analysts and stakeholders to translate requirements into scalable technical solutions and data models. Participate in solution design sessions, technical planning, and deployment activities for CRM enhancements.

• Collaborate on the design, development, and maintenance of CRM components such as workflows or flows, plugins, scripts, business rules, automation, and custom entities or modules. Deliver custom application pathways, extensions, and layered solutions within the CRM ecosystem.

• Support testing, validation, and release activities for new CRM features, data processes, and system enhancements.

Operations, Support and Technical Governance

• Provide technical support for CRM applications, triaging and resolving incidents, service requests, and knowledge requests in line with ITSM processes.

• Act as a point of technical knowledge for CRM technologies, supporting knowledge transfer and preparing technical documentation, configuration guides, and user manuals.

• Identify and promote opportunities for shared solutions, reusable components, and cross department process efficiencies.

• Align CRM developments with security, compliance, and data protection standards such as GDPR, data governance and institutional policies.

• Maintain comprehensive documentation for customisations, integrations, and operational procedures.

• Contribute to continuous improvement, adopting new and emerging CRM and cloud technologies where beneficial.

• Conduct regular reviews of configurations, security roles, and processes to ensure alignment with best practices, compliance requirements, and evolving business needs.

Data Reporting and Continuous Improvement

• Monitor CRM platform performance and create and support dashboards, reports, and analytics using tools such as Power BI or built in CRM reporting frameworks.

• Contribute to the development and support of CRM integrations using enterprise integration tools and APIs. Assist with CRM system integration integrity and data quality through routine reviews, checks, analysis and documentation updates.

The Ideal Candidate Will Have

Essential

• Bachelor’s degree Level 8 in Information Technology, Computer Science, or a related area, or 3 years extensive recent professional experience relevant to the Principal Duties.

• A minimum of 2 years experience in implementing and customising CRM platforms and systems ideally Microsoft Dynamics CRM and a willingness to learn new platforms and systems as required.

• Good understanding of the underlying infrastructure supporting modern business systems including cloud platforms, integration and security considerations.

• Proficient in implementing, configuring and maintaining CRM system security controls with an emphasis on role based access configurations.

• Familiarity with programming languages and frameworks used in CRM development for example HTML, CSS, JavaScript and of general system development lifecycle practices from design to deployment.

• Demonstrable experience of creating forms, workflows, reports, and dashboards within CRM platforms.

• Understanding of integration technologies, ETL workflows, data mapping, transformation logic, error handling, API based integrations and web services.

• Experience of using data querying languages such as SQL and understanding of relational databases for example Oracle, Microsoft SQL, MySQL.

• Understanding of data analysis techniques, preferably utilising the Microsoft reporting and analytics stack for example Power BI, Excel and Power Pivot.

• Excellent interpersonal and communication skills and familiarity with project management tools and methodologies with experience of producing and delivering plans and reports.

• An understanding of GDPR and the necessity to maintain confidentiality, with a proven ability to exercise discretion and diplomacy.

• Excellent organisational, analytical and problem solving skills with strong attention to detail, with the goal of maintaining accurate records and defining logical processes.

• Ability to work collaboratively in a team environment with colleagues, stakeholders, external partners and vendors and capable of taking a lead role when required.

• Capacity to manage multiple priorities and respond effectively to service requests from users and incidents while adhering to deadlines and specified standards.

• Demonstrated capability to maintain accurate records and define logical processes.

Desirable

• Exposure to University Administration systems such as Student Information, timetabling, admissions and engagement, research administration, alumni, Finance, Human Resources and related systems.

• Foundational understanding of Power Automate with motivation to deepen skills in the future.

• Direct experience of Informatica iPaaS, Microsoft SSIS, Azure Data Services including Data Factory and Logic Apps, PowerShell, scripting, and cron.

• Information and Communications Technology professional certifications relevant to the role.

Information Technology Services

The Directorate of Information Technology Services is located in the Eolas Building, a modern facility located on the North Campus of Maynooth University. Information Technology Services consists of three sections: Information Technology Operations, Enterprise Systems and Solutions, and the Project Management Office.

Information Technology facilities and services at Maynooth University include:

• User focused services and support

• Student teaching and self study provision and research support

• Core infrastructure to support systems delivery, connectivity and cybersecurity

• Two data centres and an extensive server farm of physical and virtual servers and cloud services

• Packaged software solutions for key areas such as Finance (Oracle JD Edwards Enterprise One), Student Administration (Adapt ITS), Payroll and Human Resources (Core), Library and e learning

• Departmental systems for areas such as Residences, Conference Administration and the Health Centre

• Implementation of several strategic projects including projects for the areas of student administration, Finance and Human Resources information systems

Information Technology Services Enterprise Solutions

Within Information Technology Services, the Enterprise Solutions section comprises twelve specialist positions focused on delivering and optimising the University’s enterprise applications and data services. Enterprise Solutions oversees:

• Business critical systems supporting student lifecycle, finance, human resources, research, CRM, and related platforms

• Integration and interoperability across systems, ensuring data quality, governance, and compliance

• Process improvement and automation to enhance efficiency and user experience

• Business Intelligence and reporting to enable data driven decision making across the University

The operating environment is complex and hybrid, combining on premises and cloud based solutions, with integrations spanning multiple platforms and services. Enterprise Solutions works closely with academic and administrative units to ensure systems and data capabilities align with strategic objectives and regulatory requirements.

The University

Maynooth University is a distinctive university, a collegial institution focused on science and engineering, humanities, and social sciences, and equally committed to research, teaching and community engagement. Located in Ireland’s only university town, its distinctive features and character owe much to its unique history and heritage. It provides a high quality educational experience to over 17,000 students on a campus with 18th century roots and 21st century dynamism.

Maynooth University is a place of lively contrasts, a modern institution, dynamic, rapidly growing, research led and engaged, yet grounded in historic academic strengths and scholarly traditions. It offers a range of programmes at undergraduate, postgraduate and doctoral level in the humanities, science and engineering and social sciences, including business, law and education, along with a range of international programmes and partnerships.

The strategic trajectory and accomplishments of Maynooth University, since its establishment as an autonomous public university, are exceptional and a source of great pride to the university community, staff, students and alumni. Maynooth University ranked in the top 90 global Times Higher Education Young University rankings in 2024. Its growing global reputation is based on the originality, quality, importance and impact of its research and scholarship, commitment to teaching and learning, the quality of academic programmes, and its leadership in widening participation in higher education. The sources of success are the dedication of its staff and the energy and engagement of its students.

Maynooth University Values

Our values define who we are, what we believe in and how we act as a community. They underpin our future success and guide our expectations of ourselves and each other. Our values apply to everyone in the University community:

• Integrity

• Collegiality

• Responsibility

• Freedom of expression

• Ambition

Salary

Administrative Officer II 2026 €46,918 to €66,363 per annum nine points. Appointments will be made in accordance with public sector pay provisions.

Hours of Work

A 35 hour working week is in operation in respect of full time positions, pro rated for part time positions. This can be reviewed or adjusted from time to time through national agreements.