CRM Business Analyst

Coppell, TX | Direct Hire

Post Date: 06/13/2017 Job ID: 45716 Industry: Business Analyst

The CRM Business Analyst is responsible to lead the technology and business teams for CRM and Customer Care IT solutions.  This includes identifying requirements, documenting design and scope, supporting development and QA through projects, and acting as the technical lead for the internal customers.

This position will analyze business requirements and needs, apply knowledge CRM and Customer Portal, and develop overall systems requirements in order to translate between customer business problems/terminology and internal development terminology.

Key Responsibilities:

• Serve as the SME and IT liaison with internal customers on requests for solutions related customer service, sales and marketing

• Facilitate and document requirement sessions to capture business requirements, detailed technical requirements, business rules, workflows, project goals, project benefits, and translate business requirements to IT functional specifications

• Create and communicate detailed requirements, solution proposals that meet the business needs
• Serve as the liaison between the system users and the development team and/or vendors to help design and develop applications

• Analyze functional and non-functional requirements

• Define timeline estimates based on the requirements, complexity and in house capability

• Guide CRM team in coding as per design

• Guide CRM developers in identifying, preparing and conducting unit test cases and fixing defects

• Coordinate with QA team during the testing phase

• Conduct CRM End User training
• Provide assistance as required to organizations outside of the company (vendors, customers) to develop/improve automation that crosses company boundaries

• Provide support on internal projects related to current and future applications

• Perform other duties as assigne        

  • Minimum of 8 years work experience as a business analyst
  • Minimum of 5 years work experience in a customer facing role
  • Minimum of 3-5 years of IT experience of Microsoft Dynamics CRM and/or 
  • Strong understanding of CRM solutions from the business/functional perspective
  • Experience with customer portal 
  • Experience in leading and facilitating requirements and application design sessions for CRM solutions in addition to system enhancements
  • Knowledge of SQL
  • Hands-on experience in administering,   configuring and troubleshooting CRM tools and applications
  • Bachelor’ s degree in MIS, Business Administration
  • Strong consultative, analytical and problem solving skills
  • Excellent verbal and written skills
  • Strong bias for action
  • Excellent interpersonal/communication and presentation skills
  • Ability to work independently with limited supervision
  • Exceptional customer service skills
  • Strong organizational skills.
  • Dynamics CRM Configuration
  • Administration
  • C#/.Net/SSIS - preferred
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