OFFICE OF INFORMATION TECHNOLOGY

Senior Systems Analyst (Business Process Workflow and CRM) (24250160)

Reporting to the Senior Information Technology Manager, the appointee will be an in-house Business Process Workflow (BPW)and CRM expert, focusing on enhancing student, alumni, and staff experiences through customer-centric design, personalised engagements, and seamless connectivity. This role requires a deep understanding of ServiceNow and CRM platforms, as well as a passion for leveraging technology to improve service delivery and engagement across the university.

Responsibilities:

• Contribute to efficient business processes by working with business/IT process owners to identify and implement new and improved system functionality;
• Drive solution provider to analyse, design, and implement business process workflows and CRM solutions;
• Collaborate with stakeholders to gather and document business requirements, translating them into technical specifications and solutions;
• Perform system configuration, customisation, and administration of BPW and CRM platforms;
• Lead and manage projects related to deploying and enhancing BPW and CRM solutions;
• Act as an internal subject matter expert in BPW and CRM to improve process efficiency;
• Develop and maintain comprehensive documentation of system configurations, workflows, and processes;
• Conduct training sessions and workshops for end-users to ensure effective utilisation of CRM systems;
• Conduct level-2 support, perform troubleshooting on the responsible Systems and liaise with end users, other IT teammates and vendors for issue resolution; and
• Take up other IT projects and assignments as directed.

Requirements:

• A bachelor’s degree in information technology, computer science or a related discipline;
• At least a minimum of 5 years work experience in the IT field with a minimum of 3 years' experience in implementing IT systems and related integrations;
• Experience in leading technical teams and managing vendors;
• Sound knowledge of programming languages such as Java, PHP, HTML, CSS, JavaScript, Node.js, Python, SQL is preferred;
• Knowledge of and experience in Low Code platform customisations, preferably with experience in ServiceNow and/or leading CRM products (e.g. Salesforce/MS Dynamics/Oracle);
• Certifications of ServiceNow and/or CRM products will be an advantage;
• Strong negotiation skills, technology-driven, analytical, independent, and a problem-solving leader; and
• Excellent written and verbal communication skills, a self-starter with strong decision-making skills and the ability to work under pressure.

Shortlisted candidates will be invited to sit for a written test.

The initial appointment will be offered on a fixed-term contract of two years.Re-appointment thereafter is subject to performance review and mutual agreement.

Salary will be commensurate with qualifications and experience.

Application Procedure:

Applicants are invited to submit their applications at the HKBU e-Recruitment System. Those who are not invited for interview 4 months after submission of applications may consider their applications unsuccessful. Details of the University’s Personal Information Collection Statement can be found at https://hro.hkbu.edu.hk/en/worklife-at-hkbu/employee-favourable-environment.html#privacy-policy.

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 applicable at the time of offer.

Review of applications is ongoing until the position is filled.