CRM Business Analyst

Position: CRM Business Analyst Description: The CRM Business Analyst will work closely with business and technology leaders as both an IT analyst and business liaison. Will analyze business processes to enhance the CRM & Sales Application solutions for all business units and branch operations. Identify, document and analyze the user’s business and functional requirements and business processes to identify and recommend appropriate solution options, including CRM & Sales Application system configuration, enhancement, or customization. Business solutions may involve the implementation or development of third-party and home-grown applications. This role will work with the development team to implement these solutions and act as a liaison between IT & the end-user/client group. This role is responsible for process development, ensuring appropriate testing and hands-on user training to new user groups prior to go-live implementations. Responsibilities Co-Own Enterprise Customer Relationship Management (CRM) System(s) Strategy & Support of System Users Act as a source of direction, training, and guidance for the STAMP system (custom application to support the onsite service offering for the Service & Repair business) Lead the discovery, project scoping, implementation, testing & onboarding of STAMP processes & CRM systems to additional businesses within the enterprise Serve as enterprise administrator of applications related to customer relationship management (CRM) and contact management software: Infor CRM, Tour de Force, Salesforce, Custom CRMs (UDGLink), LeadMethod, HubSpot. Build relationships with influential members of the sales team to understand sales process and act as strategic partner for enhancing CRM to support sales growth. Provide user support to all Infor CRM users Coordinate the day-to-day operations including set-up of new users, regular data maintenance, system backups, and training Oversee planning, development, testing, deployment, and training of system enhancements. Work with end users and additional members of our IT team to validate requirements. Interact with CRM users to gather feedback and proactively make recommendations for system enhancements, training needs, and data reporting to support company sales initiatives. Deliver regular communication to system users regarding new features, scheduled maintenance, data integrity issues when they arise, and sales campaign processes & procedures. Provide documentation & training to Level I Help Desk support for common user requests, questions and support on repeatable steps for user resolution. Provide Level II Help Desk support to satisfy user's requests, questions, and overall support issues; assist users in resolving questions. Maintain system integration of CRM systems and import of data from other enterprise systems (ERP, Marketing Automation, lead management tools, and BI tools for reporting) Serve as administrator of the K+S specific STAMP program, a custom tool designed to support an onsite customer support program for our Service & Repair Service offering. Act as the primary contact for training, guidance for less experienced staff in the STAMP system. Develops and produces high quality requirement specifications and develop functional designs. Write and execute thorough functional test plans to ensure that system changes are working properly, existing processes remain unaffected and the needs of the users are met. Perform large scale imports and updates of STAMP data Required Skills 3-5 Years in a Business Analyst Role Experience in CRM system implementations and customizations. Must have experience in Project Management of CRM systems, customizations, system integration projects, and system testing Experience in developing detailed business requirements/needs analysis/gap analysis Experience with application development methodologies Agile and/or Waterfall Strong Excel and/or MS SQL Query capabilities Knowledge or experience with Reporting or BI Intelligence Software Proven success in CRM implementations, upgrades, maintenance and/or support Knowledge of business process flows in an CRM system is required Knowledge of CRM system configuration and security is preferred HTML experience would be an asset to this role; role can interact with other members of IT with HTML experience to support as needed

• *Occasional Travel will be required when needed for onboarding CRM users at other branches located throughout North America
• *Occasional Off-Hours support to ensure system support does not disrupt business users’ ability to perform system activities (eg: planned major upgrades, system maintenance, year-end system activities & maintenance)

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