CRM Business Analyst

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Date: Sep 11, 2023

Location: Pittsburgh, PA, US, 15106

Company: Evoqua

About Evoqua Water Technologies

We are excited to announce that Evoqua has now joined Xylem. By uniting our complementary approaches, products, and expertise, we enable our customers to dramatically improve the way water and wastewater is used, managed, conserved, re-used, and returned to nature. Together, we bring uniquely powerful capabilities to solving the world's greatest water challenges. 

At every level, our global team is committed to access, equity, inclusion, and diversity. Our goal is for all our colleagues to be involved, respected, valued, connected, and free to bring their authentic selves and ideas. If you are excited and passionate about solving water, we want to hear from you.

Our more than 22,000 diverse employees are helping communities in more than 150 countries become water-secure. Apply today and Let's Solve Water.

At Evoqua, we are committed to fostering and maintaining an inclusive and diverse workplace where employees can be their authentic selves.  If this position interests you and you possess the minimum qualifications, we encourage you to apply as you could be the right fit for this or other roles we are looking to fill. Evoqua encourages all candidates meeting the minimum qualifications/requirements for the position to apply.

Position Summary

The CRM Sales Process Analyst supports the company’s MS Dynamics 365 CRM sales application by performing semi-complex work within the area of user and system support for the company’s sales tool applications. This role also interprets documented policies and procedures, communicates best practices, and provides user instruction for utilizing the MS D365 tool effectively while performing the Sales function.

Note:  This is a remote position.  Candidates can be located anywhere in the US. 

Core Responsibilities and Tasks

CRM Application Support:

  • Develop an in-depth understanding of our MS D365 CRM application.
  • Provide support, as an SME, for the company's MS Dynamics 365 CRM sales application.
  • Collaborate with business to gather and document detailed business requirement documents for CRM system implementations and enhancements; provide end-to-end support throughout development lifecycle including conducting user acceptance testing to ensure requirements are met.

Issue Resolution and Analysis:

  • Troubleshoot and resolve first-level process, navigation, and report system / performance issues while ensuring proper documentation through the Service Now Platform.
  • Analyze the impact of issues by aligning them with user and business needs, guiding enhancements.
  • Escalate performance concerns to the relevant teams when necessary.
  • Address concerns with team encompassing both user experience and CRM sales tool application functionality.


User Instruction and Training (WalkMe):

  • Assist in user-guided training sessions by working with WalkMe Digital Adoption Software.
  • Monitor unfulfilled search and recommend content to fulfill any unmet needs.
  • Conduct research on Dynamics 365 applications and features to support content development 
  • Help review and edit documentation deliverables for accuracy, consistency, and compliance with style guides
  • Assist with quality assurance testing of D365 / SAP CPQ walkthroughs and training materials 
  • Support production of videos, screencasts, and multimedia content assets as needed
  • Coordinate review cycles and feedback from subject matter experts and stakeholders on content projects
  • Provide general administrative assistance to digital adoption professional as needed
  • Offer ad-hoc user instruction and guidance to enhance the effectiveness of the MS D365 tool (non WalkMe).



  • Cross-train with CPQ system to provide support as requested.


System Testing:

  • Develop / update system testing scripts and conduct system testing to maintain system integrity.
  • Prepare accurate testing data for initial implementation and ongoing project support.

Data Management and Governance:

  • Lead projects related to CRM data governance and maintenance, including the maintenance of documented data standards and best practices documentation.
  • Maintain and optimize data fields within the CRM system to ensure accurate and consistent sales data, actively participating in ongoing data hygiene initiatives.
  • Develop and enforce comprehensive data quality standards and procedures specific to CRM data, enhancing its reliability and integrity in alignment with established guidelines.
  • Collaborate with cross-functional teams to align CRM data with business needs, enabling informed decision-making and maximizing the CRM's effectiveness in sales operations.

Position Requirements

  • Bachelor’s degree in business or IT related field
  • 2 years of experience with business systems preferred, Microsoft Dynamic 365
  • Ability to work in a cross-functional team environment, especially with IT & Sales
  • Excellent written, oral and presentation skills
  • Effective time management, organization, and leadership skills
  • Strong computer skills; especially MS Office (Outlook, Word, Excel, PowerPoint)
  • Self-motivated with ability to establish priorities and effectively manage time to complete multiple tasks within specified timeframes
  • Respect for confidentiality, attention to detail, ability to prioritize and sound judgment required
  • Strong service orientation is essential

Additional Details

Travel Requirements - 10% 


#LI- Remote

Evoqua Water Technologies prohibits discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation or any other category protected by applicable federal, state or local law. Evoqua Water Technologies takes affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.

EEO is The Law

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Gender Identity 

EEO is the Law - Poster (PDF)


Evoqua does not accept unsolicited resumes/candidates from search firms.

Nearest Major Market: Pittsburgh