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CRM Business Analyst

Addison, IL · Information Technology
Position: CRM Business Analyst
Location: Addison, IL (Hybrid)
Duration: Full time

Summary:
CRM Business Analyst will work a hybrid work model at a national, Industrial product distribution company in Addison, IL. This position will work closely with business and technology leaders as both an IT analyst and business liaison to understand business objectives, identify project opportunities, gather project requirements, and lead project execution and implementation efforts of CRM Applications.  This role is designed to create enterprise value, optimize cost structures, ensure process efficiency, optimize user productivity, and reduce risk.

Responsibilities:
  • Responsible for implementation, integration and support of enterprise customer relationship management (CRM) systems.
  • 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 system configuration, enhancement, or customization.
  • Work with the development team to implement these solutions and act as a liaison between IT & the end-user/client group.
  • Perform data mapping documentation for integrations of enterprise systems connected with CRM (ie: new ERP connections, databricks, HubSpot, etc.)
  • Configure workflow automations in CRM using workflow management functions
  • Testing, validation, and troubleshooting of reporting data accuracy of metrics sourced from CRM in Power BI reports
  • Contribute to success rate of user adoption of CRM, CRM features, business processes guided by CRM, and reporting of adoption rates
  • Data maintenance and cleansing to ensure record accuracy
  • Participate in project management responsibilities of implementation, system testing strategies, user-acceptance testing (UAT) with documentation, training, and onboarding of new divisions of the enterprise business (Sales Users, Customer Service Users, and Management Users)
  • Responsible for process development, ensuring appropriate testing and hands-on user training to new user groups prior to go-live for all implementations.
  • Provide monthly training opportunities for new users onboarded with CRM
  • Manage relationships with third-party vendors that support CRM, sales, and marketing applications

Required Skills:
  • 5-8 Years as a Technical Business Analyst with experience implementing CRM solutions.
  • Proven success in CRM implementations, upgrades, training, maintenance and support
  • Experience with Project Management of CRM systems, customizations, system integration projects, and system testing
  • Strong problem-solving & analytical skills to interpret business initiatives and translate the role of CRM in enabling the process
  • Experience in developing detailed business requirements/needs analysis/gap analysis
  • Demonstrated success with managing, importing, & updating data and testing data results to ensure high standards of data quality are met
  • Must have strong SQL skills
  • Knowledge of data integration, data processing, and ETL processes
  • Demonstrated success with managing, importing, & updating data and testing data results to ensure high standards of data quality are met
  • Knowledge or experience with Reporting or BI Intelligence Software
  • Knowledge of business process flows in a CRM system is required
  • Knowledge of CRM system configuration and security
  • Experience with application development methodologies Agile and/or Waterfall
  • Some national travel required (2-3 days 1-2x quarterly)

 

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