Senior CRM Business Analyst

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Job description

Job Summary

BDO's Core Purpose is Helping People Thrive Every Day. Our Core Values reflect how we manage our work, our relationships and ourselves. As an employee of the firm, you will live true to our Core Values of people first, being exceptional every day in every way, embracing change, feeling empowered through knowledge and choosing accountability. Our Core Values are the standards by which we conduct ourselves day in and day out, both internally and externally.

BDO Digital, LLC, a subsidiary of BDO USA, LLP, provides a holistic portfolio of technology, transformation services and solutions. We are an organization that values your time, talent, and contributions. Collaborate with BDO Digital's cross-disciplinary team who work together to solve digital needs and unearth new opportunities to drive competitive advantage. Our commitment to each other is why BDO Digital is a recognized leader for our culture, employee satisfaction and career growth. We're looking for people with the same drive; to combine teamwork with technology to produce amazing results.

The Senior Customer Relationship Management (CRM) Business Analyst works with cutting edge CRM and related technologies. This role will deliver high quality solutions across various industries; collaborate with teams working on holistic development projects that range in size and scope; and receive continuous career development opportunities. This role performs hands-on best practice advisory, requirements gathering, troubleshooting, and development of client solutions primarily based within cloud-based environments, including but not limited to Microsoft Dynamics CRM and/or Salesforce CRM.

CRM Requirements Definition:
- Participates in defining the CRM software needs for new and existing solutions
- Conducts current state assessments of business processes and supporting systems
- Performs gap and data analysis in support of identifying solution improvement opportunities
- Understand security structures and best practices
- Supports Technical Leads and Developers by providing functional clarifications and setting expectations with team and client
Solution Functional Design:
- Performs functional (business) solution design in CRM-based contexts, to provide maximized business value and deliver strong business agility while meeting applicable requirements and constraints
- Own functional design and documentation (business rules, process flows, customizations, etc.)
Consulting:
- Gains a deep understanding of client needs, hands on best practice analysis and plays an integral part in defining and proposing business value solutions that meet or exceed client expectations
- Provides recommendations based on CRM implementation best practices
Implementation, Troubleshooting, and Support:
- Implements solutions defined including CRM configuration, customizations, workflows, and reports
- Implement custom page layouts
- Documents, socializes, and triages issues, defects, and enhancement requests
- Performs systems integration and involved in advanced customization as appropriate
- Other duties as required

Qualifications

Education:
- Bachelor's degree, required
- Major focus in Computer Science or another related field, preferred

Experience:
- Four (4) or more years professional experience as a Technical or Functional Business Analyst or equivalent IT Solutions and technology role, required
- Three (3) or more years of experience with CRM customizations, Dynamics CRM, Salesforce CRM, or CRM administrative experience, required
- Experience gathering, documenting requirements, and leading working sessions, required
- Ability to solve problems, identify solutions, and appropriately escalate issues, required
- Two (2) or more years of CRM best practice consulting experience, preferred

Software:
- Excellent computer skills and proficient in Excel, Word, PowerPoint, and Outlook, required
- Experience with one of the following, required:
- Dynamics CRM
- Salesforce CRM
- Cloud Technologies (Azure, AWS, Google)

Other Knowledge, Skills & Abilities:
- Excellent communication and presentation skills, both verbal and written
- Ability to solve problems, identify solutions, and appropriately escalate issues
- Excels at operating in a fast-paced technical environment
- Must be open to local travel to client sites, as needed

Keywords: Microsoft Dynamics CRM, Salesforce CRM, Business Analyst, BA, PowerPoint, Qlik, Balsamic, JIRA, Enterprise Tester, Requirements Gathering, User Experience, User Enablement, Data Visualization, SharePoint, Software, Definition, Custom Applications, Data Analytics, CRM, Cloud Strategy, SharePoint, Office 365, O365, JavaScript, Azure, AWS, Google, Sales Cloud, Salesforce Sales Cloud CRM.

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Multiple Locations

Chicago, Indianapolis, Rosemont