Senior CRM Analyst

Job Summary

Under general direction and part of a global/regional IT team, the Senior CRM Analyst I position is a role that combines responsibility for gathering business requirements as well as designing, administering, and maintaining Salesforce ensuring alignment between technology and business goals.  

This is a hybrid position requiring at least three days in the office.

Responsibilities

• Work as part of a global IT team to perform set-ups/configuration and system administration within CRM related software including Salesforce
• Work together with local and corporate Architects to design new functionality within the CRM system.
• Functional design, test, coordinate deploy and support Salesforce functionality enhancements and solutions for the organization
• Maintain and enhance existing Salesforce applications and configurations
• Execute system testing; create use cases, develop and execute test plans.
• Coordinate and manage, working with data integration teams, interfaces for the Salesforce platform and related applications.
• Document, govern, and maintain the Salesforce data model to align data structures with business services.
• Ensure data integrity and implement security best practices.
• Translate business needs into functional and technical specifications
• Provide thought leadership, technical expertise, and effectively supervise external partners when necessary.
• Coordinate application version updates, including the testing of updates from our corporate headquarters and external vendors.
• Provide CRM technical support by:
  • Coordinating and developing user and technical support documentation.
  • Providing post-implementation process and technical support.
  • Working with vendor organizations for support and problem resolution, as required.
• Assist in resolution of Level 2 incidents for application and systems support.
• Perform project management as required for business process improvement projects.
• Communicate project status regularly with project teams and end users.
• Coordinate efforts to ensure optimum system resources and capacity are available for
• efficient application operation and high availability.
• Perform other related duties as assigned by one’s direct Supervisor.

Qualifications

• Associate or Bachelor’s Degree in disciplines such as Computer Information Systems, Business/Management Information Systems, etc.
• 5 (+) years of relevant/related experience preferred, including but not limited to experience with Salesforce administration.
• Prior hands-on Salesforce CRM experience required.
• Project management skills are required, including the ability to manage projects across technical and functional disciplines and the ability to execute assigned project tasks within established schedules.
• Integrating and interfacing systems experience is required.
• Knowledge of relational database systems and experience with SQL required.
• Ability to adjust quickly to rapidly changing priorities is required.
• Strong communication skills with the ability to work effectively with all company levels and cultures are required.
• Experience working on global/international teams is preferred
• Experience working with and managing vendors is required.
• Demonstrates a willingness to collaborate with others, build relationships, and involve others in decision making.
• Demonstrates the ability to deliver results by solving or supporting others in solving problems, prioritizing tasks, and/or resources, and focusing on outcomes.
• Demonstrates self-awareness and the willingness to learn and grow, accept changes, and effectively adapt to changing work demands.
• Demonstrates the ability to drive customer value through knowledge of the business, putting effort into identifying customer needs, and delivering work to maximize the value for customers.
• Demonstrates a willingness to promote the value of improvement and innovation by staying ahead of trends, creating ideas and opportunities, and generating speed.
• Demonstrates a willingness to take ownership by making decisions, taking responsibility, and driving things forward.

Essential Job Functions

• Must be able to look at a computer screen for extended periods of time (up to 4 hours)
• Must be able to sit and/or stand for extended periods of time (2-4 hours at a time)
• Must be able to lift 50 pounds
• Must be able to travel in vehicles (automobiles, trains & planes) for up to 10 hours
• Must comply with company dress code guidelines
• Must be able to travel to foreign countries
• Must be on