SENIOR EXECUTIVE, APPLICATION SUPPORT

Job Responsibilities:

To provide advanced application support and enhancement services for the university’s CRM, Student Management System (SMS), and Learning Management System (LMS). The role emphasizes hands-on involvement in ensuring system performance, supporting end-users, and coordinating improvements—particularly focusing on CRM systems used to manage the student recruitment, engagement, and lifecycle journey.

CRM SUPPORT & ENHANCEMENT (PRIMARY FOCUS)

• Serve as the primary support contact for the university’s CRM platform, ensuring consistent system availability and optimal performance.
• Manage CRM-related issues, configuration, user requests, campaign setups, and integration with SMS or external platforms.
• Collaborate with Marketing, Admissions, and Academic teams to support outreach campaigns, lead management, and communication workflows.
• Coordinate system enhancements, upgrades, and vendor interactions related to CRM.
• Analyse and improve CRM processes to increase user efficiency and student engagement outcomes.

SMS & LMS Support

• Provide first-level support to academic and administrative users, including training and user guidance.
• Assist in gathering user requirements and translating them into functional specifications or enhancement requests.
• Support user acceptance testing (UAT) and feedback collection during upgrades or new feature rollouts.

STAKEHOLDER ENGAGEMENT

• Work closely with cross-functional stakeholders to gather business requirements and translate them into technical or functional solutions.
• Support system onboarding and training sessions for end-users, particularly in CRM and SMS modules.
• Document user manuals, SOPs, and process flows to support consistent system usage.

GOVERNANCE & COMPLIANCE

• Ensure data integrity, security, and privacy across CRM, SMS, and LMS in compliance with institutional and regulatory standards.
• Assist in audit preparation, access reviews, and compliance documentation.
• Maintain accurate records of system configurations, user access, and change logs.

Required Qualifications:

• Bachelor’s Degree in Computer Science, Information Systems, or a related field.
• Minimum 3–5 years of hands-on experience supporting and managing CRM systems is mandatory.
• Experience in supporting SMS (e.g., UNIT4, Oracle PeopleSoft, Ellucian) and LMS (e.g., Moodle,
• Blackboard, Canvas) is highly desirable.
• Experience in the Malaysian private higher education sector is an advantage.
• Strong functional understanding of CRM operations in the context of student recruitment, communication, and engagement.
• Good knowledge of student lifecycle processes (enrolment, registration, graduation, etc.).
• Excellent problem-solving and analytical skills.
• Effective communication and stakeholder management abilities.
• Ability to document workflows, manage UAT sessions, and provide user training.
• Familiarity with ITIL practices and basic project coordination is preferred.
• Proficient in English, both written and spoken.