CRM Business Systems Analyst

CRM Business Systems Analyst

Zmg Ward Howell Inc
3-10 years
Not Specified

Job Description

The CRM Business Analyst reviews, analyzes, and recommends programming solution including coding, testing, installation, and documenting for new or existing systems in accordance with project plans and specifications. Responsible for delivering quality customer service, as well as, incorporating and adhering to requirements defined by Business Users. CRM Business Analyst is responsible for providing accurate and timely completion of technical development and integration activity working with IT group. CRM Business Analyst consults with users to identify current operating procedures and to clarify program objectives.


Responsibilities

  • Work with Business Users to develop criteria for specific phases of assigned projects, and ensure proper testing of all developed solution
  • Obtain agreement and confirm understanding by clearly interpreting business requirements. Ability to define, document and manage business requirements to the smallest set that will provide the biggest impact in advancing business objectives. Ensure all changes comply with change management policies and procedures.
  • Develop reports, upon request, utilizing various report-writing tools in all applications.
  • When scheduled, ensure all incidents are assigned to specialized groups according to skills.
  • Assist other Specialists and Analysts as needed to assure timely and effective resolution of issues.
  • Ensure that all problems are resolved in a timely and efficient manner.
  • Assist in training new support specialists, as well as build out training plans for new staff
  • Participate in relevant information-sharing activities.
  • Help build team spirit by assisting other staff members and promoting a positive workplace.
  • Maintain awareness of the rapidly changing environment and recommend cost efficient techniques.
  • Recognize potential areas where policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion. Submit recommendations as appropriate.
  • Create, maintain, and update disaster recovery procedures when changes in hardware or applications occur.
  • Prioritize business requirements and recommends changes to multiple business processes.
  • Complete any activities, tasks, and projects assigned.


Qualifications
  • BS degree in Computer Science, Information Technology, related field, or equivalent education/experience.
  • 5+ years of programming development experience, Business Systems Analysis experience.
  • 3+ years architecture/technical/functional/configuration experience with CRM
  • Knowledge of Marketo and Sales Force.com applications
  • Capable of learning new systems and creating/implementing new system functionality
  • Possess intermediate knowledge of SQL and databases.
  • Requires superior teamwork skills.
  • Strong interpersonal and communication skills a must; ability to read, write, and speak in a professional manner.
  • Excellent analytical and problem-solving skills are essential.
  • Demonstrated history of responsibility, punctuality, personal integrity, and professionalism
  • Ability to effectively multi-task and adapt to changing business priorities.
  • Superior customer service skills.
  • Excellent time management and organizational skills are required.
  • Excellent listening skills and attention to detail.
  • Knowledge of Microsoft productivity applications.

Market leader in customer experience software solutions and services for the world’s largest communications, entertainment and media service providers. For more than 30 years, Amdocs solutions, which include BSS, OSS, network control, optimization and network functions virtualization, coupled with professional and managed services, have accelerated business value for its customers by simplifying business complexity, reducing costs and delivering a world-class customer experience.

The portfolio enables service providers to capture the world of digital immediacy by operating across digital dimensions to engage customers with personalized, omni-channel experiences; creating a diversified business to capture new revenue streams; becoming data empowered to make business and operational decisions based on insight-based and predictive analytics; and achieving service agility to accelerate the fast rollout of new technologies and hybrid network services.

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