CRM Business Analyst

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).

SAP CPQ:

• 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% 

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