CRM (Dynamics) Platform Analyst (Hybrid)

Job Purpose

The CRM Platform Analyst is responsible for the administration of the CRM platform. This includes maintenance, system enhancements/upgrades, and ensuring data integrity. The Analyst will work with other members of the team in maintaining the database and act as one of the primary contacts for the CRM platform. The Analyst will assist with identifying opportunities to improve efficiencies and recommend/implement solutions, as well as maintain proper documentation of best practices for standard operating procedures. The Analyst will also assist with the development of test criteria and verifying test output for upgrades and enhancements.

Essential Responsibilities

• Manage CRM platform security including roles, profiles, sharing rules, workflows and groups.
• Maintain and customize CRM platform applications.
• Build custom reports, dashboards, and workflows.
• Manage operational requests and reporting including customer analysis and individual views, and troubleshoot issues.
• Develop training materials and provide training and support to the CRM platform end users.
• Manage all sales related technical resources and migration of data into the CRM platform.
• Evaluate new releases of the CRM platform to determine functionality requirements and provide detailed information on how changes will apply to all affected departments/users.
• Assists with the development of test criteria and verifying test output for upgrades and enhancements.
• Manage and coordinate new functionality release notes to the user community.
• Provides training and mentoring to associates.

Other Duties

• Performs other duties and/or projects as assigned.

Knowledge, Skills and Abilities

• Eye for detail and analytical skills.
• Ability to understand, apply and use personal computers and software applications including skills in the CRM platform, Power Point, Excel, and Word.
• Effective time management skills.
• Ability to work independently and be self-motivated.
• Strong written and verbal communication skills.
• Ability to carry out instructions furnished in written or oral form.
• Ability to work under pressure.
• Ability to work with all levels within the organization.
• Strong customer service orientation.
• Ability to multi-task.
• Demonstrated ability to link/integrate data from multiple data sources
• Ability to see the “big picture” while managing several small projects.
• Knowledge of the financial services industry and its products a plus.

Qualifications

• Bachelor's Degree or equivalent work experience required.
• 1+ years of CRM platform administration experience required.
• Microsoft Power Platform / Dynamics 365 CRM experience preferred.
• Microsoft Power Platform Fundamentals Certification within 180 Days required.
• Dynamics 365 Fundamentals (CRM) Certification within 180 Days required.