Sr. Business Analyst, CRM

SUMMARY

Covetrus Enterprise Business Systems Mission: “Partnering with business leaders to deliver awe-inspiring best-in-class enterprise-wide business technologies that propel Covetrus in advancing our industry-leading strategy”  

The Sr. CRM Sales, Service & Marketing Business Analyst is responsible for continuous improvement in the effective use and adoption of the company’s CRM, Sales, Customer Service, Product Support, and Marketing Systems. They work with stakeholders to perform full-lifecycle implementation of technology enabled business processes that make serving our customers more effective and productive. This role performs needs assessment, cost/benefit analysis, project planning, change management, system configuration, testing, training, implementation, and follow up. As functional experts in our CRM and integrated software, they seek to first to leverage our systems existing functionality and commercially available solutions before considering custom programming. Manage projects, delivering simple, quick and meaningful releases to provide value to stakeholders. Manage iterative deployments as warranted.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Partnering with stakeholders in sustaining a continuous improvement environment that keeps CRM, Sales, Customer Service, Product Support, Marketing and related systems agile and aligned with current and emerging business objectives

• Working as project manager and change manager as needed for small to medium sized projects

• Creating detailed function design documents and project plans to drive successful implementation and adoption of new or changed business systems

• Using appropriate tools as required to track tasks and production support or efficient management of information system projects and resources.

• Receiving, soliciting and initiating business systems needs from users and form solutions that have a measurable impact

• Engaging directly with stakeholders to prepare requests for approval by performing initial needs assessments, resource, and impact analysis as appropriate for size and scope of request

• Assisting stakeholders in determining and adopting best practices that are natively supported by company standard or commercially available business systems

• Translating requirements to perform business system configuration and setup in our major business systems to meet project objectives

• Preparing documentation, work instructions, and training the end-user community relating to operating procedures for system implementations and changes. Log related configurations with appropriate archiving methodologies for maintenance in future.

• Providing emergency on-call support to the end-user community for systems in production.

• Providing business systems capability and process consulting for upper management, and consultants regarding programming standards.

• Maintaining and enhancing existing applications and responding to user’s questions and problems related to these systems.

• Collaborating with Enterprise Business Systems, Enterprise IT (Information Technology) Infrastructure & Operations, and business unit dedicated IT teams to keep systems up to date and secure.

• Other duties as needed or required

SUPERVISORY RESPONSIBILITIES

• Report to Director of Sales, Service and Marketing CoE

QUALIFICATIONS:

Education and/or Experience

• Bachelor’s degree in Business Systems, Computer Science, or bachelor's degree in another field with equivalent Business, Financial or computer science experience

• 6 - 8 years’ experience in leading enterprise systems teams, preferably with CRM responsibilities

Certificates, License & Registrations

• None

Competencies (Skills & Abilities)

• Excellent technical knowledge of CRM, Sales, Customer Service, Product Support, and Marketing Systems

• Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders.

• Superior CRM systems knowledge specifically Salesforce.com Sales & Service Cloud with deep knowledge of the capabilities therein

• Excellent understanding of best business practices

• Strong proficiency with tools, systems, and procedures

• Excellent planning/organizational skills and techniques

• Excellent independent decision making, analysis and problem-solving skills

• Outstanding verbal and written communication skills