IT Business Analyst - CRM & Sales Applications

Experience, Education and Skills

• Bachelor degree in a related field is strongly preferred
• 3+ Years in a Business Analyst Role Experience in CRM system implementations and customizations strongly recommended
• Proven success in CRM implementations, upgrades, training, maintenance and support
• Strong Experience in 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
• Experience with application development methodologies Agile and/or Waterfall preferred
• Proficient in Microsoft O365 Suite (ie: Advanced Excel, Word, PowerPoint, etc.)
• Strong SQL Query capabilities preferred
• Understanding 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
• Experience with data analysis is a plus
• 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 is preferred
• HTML experience would be an asset to this role; role can interact with other members of IT with HTML experience to support as needed
• Self-starter work ethic that will actively identify & pursue opportunities to create value
• Comfortable with working with other cross-functional roles for technical support
• Occasional Travel will be required when needed for onboarding CRM users at other branches located throughout North America
• Occasional Off-Hours support to ensure system support does not disrupt business users’ ability to perform system activities (eg: planned major upgrades, system maintenance, year-end system activities & maintenance)

Essential Functions

• The successful candidate must be a good communicator, able to forge alliances with business leaders, juggle multiple priorities, lead the project management of key initiatives, and meet deadlines. As a member of the IT Team, the role contributes to the business applications team and may support efforts across SunSource strategic business units (SBUs) and will report into the Sr. Manager of Digital Marketing & CRM Applications.
• Co-Own Enterprise Customer Relationship Management (CRM) System(s) Strategy & Support of System Users
• Act as a source of direction, training, and guidance for the STAMP system, a custom application designed to support the onsite service offering for one of our Service & Repair businesses
• Lead the discovery, project scoping, implementation, testing & onboarding of STAMP processes & CRM systems to additional businesses within our enterprise
• Serve as enterprise administrator of applications related to customer relationship management (CRM) and contact management software: Infor CRM, Tour de Force, Salesforce, Custom CRMs (UDGLink), LeadMethod, HubSpot, knowledge transfer of additional technologies used by newly acquired companies
• Build relationships with influential members of the sales team to understand sales process and act as strategic partner for enhancing CRM to support sales growth.
• Provide excellent user support to all Infor CRM users, coordinate the day-to-day operations including set-up of new users, regular data maintenance, system backups, and training
• Oversee planning, development, testing, deployment, and training of system enhancements.
• Work with end users and additional members of our IT team to validate requirements.
• Interact with CRM users to gather feedback and proactively make recommendations for system enhancements, training needs, and data reporting to support company sales initiatives.
• Deliver regular communication to system users regarding new features, scheduled maintenance, data integrity issues when they arise, and sales campaign processes & procedures.
• Provide documentation & training to Level I Help Desk support for common user requests, questions and support on repeatable steps for user resolution.
• Provide Level II Help Desk support to satisfy user's requests, questions, and overall support issues; assist users in resolving questions.  Troubleshoot user errors and general workstation/server problems to provide excellent support to your internal customers.
• Maintain system integration of CRM systems and import of data from other enterprise systems (ERP, Marketing Automation, lead management tools, and BI tools for reporting)
• Serves as administrator of the K+S specific STAMP program, a custom tool designed to support an onsite customer support program for our Service & Repair Service offering.  Act as the primary contact for training, guidance for less experienced staff in the STAMP system.
• Leads regular status calls with related K+S personnel to report on project progress.
• Develops and produces high quality requirement specifications and develop functional designs. 
• Work with end users and members of the IT team to validate requirements.
• Demonstrates an understanding of the STAMP system and how to resolve technical issues with STAMP.
• Write and execute thorough functional test plans to ensure that system changes are working properly, existing processes remain unaffected and the needs of the users are met.
• Trains internal users, support personnel, conversion teams and/or external customers on STAMP system implementations, changes and/or new procedures.
• Perform large scale imports and updates of STAMP data
• Assists in identifying external and internal customer problems and needs.
• Serves as a functional resource for others. Performs other related duties as assigned.
• Occasional Off-Hours support to ensure system support does not disrupt business users’ ability to perform system activities (eg: planned major upgrades, system maintenance, year-end system activities & maintenance)