CRM Systems Analyst

SUMMARY:

The organization seeks a CRM Systems Analyst to support Microsoft Dynamics 365 Sales for PEI-Genesis’s global sales organization. In this capacity, the role provides application support to CRM users, configures the platform to meet business needs through the CRM sprint process, and develops and maintains both user process and technical documentation. The role also partners with business stakeholders to document requirements, and plans and executes user acceptance testing and application testing to ensure changes meet those requirements before release. This is an early-career opportunity with room to grow, and software development experience is not required.

EDUCATION & EXPERIENCE:

• Required
  • 2+ years of CRM experience in an administrator, support, or analyst role.
  • Hands-on experience planning or running UAT or application testing.
  • Experience writing user documentation.
• Preferred
  • Bachelor’s degree in computer science, information systems, or a related field.
  • Microsoft Dynamics 365 experience, with Sales Hub as the primary application.
  • Experience with Dynamics 365 Customer Insights - Journeys or another marketing application.
  • Power Automate experience.
  • Jira experience.
  • Microsoft Dynamics 365 certification.
  • Experience working for companies in distribution and/or discrete manufacturing.

ESSENTIAL TASKS & RESPONSIBILITIES:

• Application Support
  • Serves as a primary point of contact for CRM-related questions and issues.
  • Troubleshoots and resolves help desk tickets, including access, security role, data, and how-to requests, and escalates what needs deeper technical work.
  • Provides basic end user support for Dynamics 365 Sales and Customer Insights - Journeys.
  • Tracks recurring issues and brings them to the sprint backlog.
• System Configuration
  • Configures Dynamics 365 using standard tools: forms, views, dashboards, business rules, and security roles.
  • Builds simple Power Automate flows where needed.
  • Assists in delivering enhancements through the CRM sprint process, guided by the business-led sprint prioritization.
• Documentation
  • Writes and maintains user process documentation: how-to guides, quick reference sheets, and release notes.
  • Writes and maintains lightly technical documentation: configuration, field definitions, business rules, and data relationships.
  • Updates documentation as changes ship so it matches the live system.
• Testing and Quality Assurance
  • Plans and runs UAT for CRM enhancements and releases with sales managers and power users and obtains business sign-off before release.
  • Writes and executes test cases in non-production environments, including regression testing of configuration changes and Microsoft release wave updates.
  • Logs defects, tracks them to resolution, and retests fixes.
• Requirements and Analysis
  • Documents business requirements and acceptance criteria from stakeholder conversations.
  • Analyzes existing configuration and data to identify problems and propose fixes.

SKILLS & COMPETENCIES:

• Testing and Quality Assurance
  • Writes clear test cases and acceptance criteria.
  • Facilitates UAT with business users and keeps testers on schedule.
  • Tracks defects and verifies fixes.
  • Pays close attention to detail.
• CRM and Microsoft Dynamics 365
  • Working knowledge of CRM administration: users, security roles, forms, views, and workflows.
  • Dynamics 365 Sales experience preferred, with Sales Hub as the primary application.
  • Familiarity with sales process concepts: leads, opportunities, accounts, and contacts.
• Data Fundamentals
  • Understands what a relational database is: tables, relationships, keys, and data types.
  • Can investigate data problems such as duplicates, missing values, and bad imports.
  • Experience with Advanced Find, Excel, SQL, FetchXML, or Power BI is a plus.
• Communication and Documentation
  • Writes clearly for non-technical users and for technical readers.
  • Explains problems and fixes in plain language.
  • Works well with sales teams and with IT colleagues.
• General
  • Strong problem solving and troubleshooting skills.
  • Good organization and time management, including handling several requests at once.
  • Works independently and as part of a team.
  • Wants to learn and grow in the role.

#LI-AS1