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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