CRM Senior Functional Consultant

CRM Senior Consultant

The CRM Senior Consultant is the primary contact for the AmeriGas Customer Relationship Management (CRM) applications and integrations. This position is responsible for maintaining the CRM systems including updates, enhancements, building reports, managing dashboards, workflows, using the CRM UI to make changes to the system/processes and security. Monitors end-user usage of systems and performs daily administrative and user support tasks including troubleshooting, documentation, and user provisioning. This role will work closely with many different areas to support the company, project teams and information technology staff to ensure optimal value and customer service is derived from our CRM system.

Key Characteristics

• Technical minded resource with excellent business understanding.
• Understands the business processes and how to configure CRM to address business requirements and process needs.
• Analytical mindset to collect and research data; can use intuition and experience to complement data.
• Works directly in the business groups to define new areas of improvement and prioritize process improvements.
• Participates in design reviews, develops recommendations for how to improve or redesign relevant software tools to meet the needs of the company's process design.
• Ability to translate technical information in clear, readable documents to be used by technical and non-technical stakeholders.

Duties and Responsibilities

• Multiple years and examples of proven business analyst skills to quickly analyze and understand a new business requirement and translate back to IT to deliver solution.
• Experience with CRM configuration, workflows / Microsoft Flow
• General understanding of how relationships in a database work
• Convert business processes and requirements into CRM configuration using the CRM UI to make changes to the system, workflows, and configuration.
• Troubleshoot, analyze, correct, and prevent recurrence of issues related to CRM system. Communicates status of issues and high-priority cases to users and management as needed.
• Create and provide various business analytic reports for CRM users and other departments as assigned.
• Gain an understanding of the underlying business, data, and processes sufficient to provide expert advice to users in the use of Dynamics CRM.
• Promote the proper and effective utilization of the CRM application by coordinating training and working with end users to support company operations.
• Work as operational system administrator for CRM, including maintenance, enhancements, policing of data, and research.
• Participate or lead the delivery of environment and integration point changes in collaboration with business analysts, vendors, and users.
• Great attitude that always exudes a "can do" approach.
• Strong ability to build relationships within both business and IT.

Qualifications

• Familiarity with CRM or database systems, preferably Dynamics 365 or prior versions.
• Working knowledge of supporting relevant technologies (Office365, SAP, and Web forms)
• Ability to generates creative solutions and use feedback to modify designs.
• Knowledge of SQL databases, configurations, and queries
• Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; works well in group problem solving situations.
• Ability to respond promptly to customer needs and solicits customer feedback to improve service.
• Writes clearly and informatively and presents numerical data effectively.
• Understands business implications of decisions.
• Reacts well under pressure and accepts responsibility for own actions; Follows through on commitments.
• Demonstrates accuracy and thoroughness, monitors own work to ensure quality.

Education and Experience Required

• Bachelor's degree in computing or business-related discipline or equivalent in education and experience.
• 4-6 years of customer service, process improvement or related experience.
• 4+ years of experience working within a CRM environment, preferably Microsoft Dynamics 365