CRM Functional Analyst - Arlington VA

CRM Functional Analyst - Arlington VA

The CRM Business Analyst will partner with internal customer groups to deliver CRM solutions that address continually evolving operational business processes. Responsibilities include gap analysis of current CRM usage, gathering of business requirements, and the delivery of proposed solutions. In addition, the ideal candidate will have the ability to leverage strong technical skills to meet the goals of the client and to collaborate with Information Services teams on configuration, implementation and testing. We are looking for an individual with a proven track record in the CRM space and a vision about evolving CRM usage to further the pursuit of our strategic initiatives. The position requires a strong knowledge of MS Dynamics CRM product and experience customizing it for specific needs.

• Develop and maintain detailed functional knowledge of MS Dynamics CRM
• Develop and maintain detailed knowledge of internal customer business processes
• Align customer business requirements to MS Dynamics CRM capabilities in order to derive configuration and customization strategies
• Facilitate requirements gathering sessions with end users to elicit high level business requirements
• Translate customer business needs into detailed business requirements
• Collaborate with IT to transition customer business requirements into technical specifications
• Perform ongoing evaluation of current CRM operational structure with end users and provide supplemental alternatives that increase efficiencies
• Perform gap analysis on current CRM implementation and formulate innovative solutions for gap closures; proposed solutions should increase efficiency, improve structure and increase simplicity for end users
• Develop, revise and maintain process flow maps for current CRM operational work flow and proposed solutions
• Work collaboratively with IS teams (Development, Production Support, QA etc.) and execute applicable tasks to support shared CRM initiatives; participate on cross functional project teams working on key CRM initiatives (ex. software upgrade to version 2013)
• Partner with CRM data integrity team to develop and evolve standardized best practices for end users to ensure data uniformity
• Conduct end user training and prepare applicable reference collateral
• Build strong relationships with internal customers
• Lead, plan and support the ongoing implementation of CRM as an enterprise wide repository for customer contact information
• Identify and evaluate opportunities for tool usage in areas currently absent from CRM to further the goals of client core strategic initiatives for external customer groups (airlines, agents and corporations)
• Present and articulate innovative CRM solutions to Executive Management and other stakeholders
• 6+ years of experience with detailed functional knowledge of Microsoft Dynamics CRM; certification and participation in CRM UG preferred
• BA/BS degree in business or related field
• 2+ years of experience as a Business Analyst with at least 75% time devoted to MS Dynamics CRM implementation projects
• Demonstrated understanding of business and technical process interrelationships
• Strong functional knowledge of the technologies driving enterprise software transformation
• Dynamic leadership skills showcasing the following abilities:
• Fearlessness to question everything in the pursuit to find a better way; willingness to question assumptions defining current business practices
• Development of mutually agreed upon solutions garnered from a collaborative cross functional give and take resulting in successful shared deliverables
• Exceptional written, verbal and presentation skills o Ability to communicate technical information to a non-technical audience o Ability to communicate business information to a technical audience experience developing business requirements to support customization of CRM to enhance and improve operational process workflows
• Demonstrated experience conducting effective requirements reviews to improve the quality of requirements deliverables
• Engaging and self-starting individual able to work independently and as part of a cross-functional team
• Understanding of program/project management process including stakeholder management
• Demonstrated understanding of the trends and drivers impacting CRM adoption
• Familiarity with third party plug-ins to CRM
• Clear and decisive decision making and issue prioritization