Sr CRM Business Analyst

OUR TEAM: The Commercial Applications team is responsible for all aspects of our Dynamics 365 Environment (Sales, Marketing and Service). As a key team of our IT department, we support and enhance the Dynamics 365 platform to meet the needs of our Global business partners.

YOUR ROLE: As a Sr CRM Business Analyst you a subject matter expert for design and functionality in Promega’s CRM (Dynamics 365) system and integrated subsystems. You will work closely with internal CRM team experts and diverse teams throughout entire Promega organization to enhance, optimize and support Promega business/people processes. You will use your technical and business process knowledge to identify, and facilitate the development of novel features, functionality, and applications to support internal Promega customers.

JOB OBJECTIVE: The Sr CRM Business Analyst is a subject matter expert for design and functionality in Promega’s CRM (Dynamics 365) system. At the core, this position will serve to enhance and optimize Promega business/people processes using CRM and related technology stack.

CORE DUTIES:

1. Leads and supports Dynamics 365 system development through continuous improvement initiatives, including process definition, needs analysis, root cause analysis, user acceptance testing, procedural documentation, training, and various go-live and deployment activities.

2. Uses deep knowledge of Dynamics 365 system and associated third-party tools to train both internal IT team members as well as external business users in various aspects of the CRM system or process functionality.

3. Provides direct support of the Dynamics 365 software platform to identify, mitigate, and resolve individual user complaints or related issues, and if necessary, engages with other CRM Team members towards a resolution.

4. Facilitates and leads planning sessions to breakdown business requests and customer needs into user stories that support a targeted system development and support direction.

5. Makes improvement suggestions to Promega stakeholders regarding sales, customer service, and marketing business processes.

6. Responsible for story creation and backlog management. Developing new stories and assuring compliance of acceptance criteria and development schedule.

7. Develops and maintains procedural documentation, job aids and training records. Performs regular reviews of CRM documentation on a regular basis for accuracy, relevance, and ease of access.

8. Assists other CRM Team members in prioritizing, researching, and developing future enhancements and projects across all parts of the CRM system.

9. Provides guidance and updates to CRM Team members on goals and individual projects.

10. Assists in communication to various Dynamics 365 global stakeholders.

11. Works alongside solution architects and developers to design, develop, test and verify system solutions.

12. Drives system adoption and business benefits through day-to-day support, training and engagement with the global user community.

13. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity and respect for others.

14. Embracing and being open to incorporating Promega’s 6 Emotional & Social Intelligence (ESI) core principles in daily work.

15. Understands and complies with ethical, legal and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. Bachelor's degree in business, marketing, management, or related discipline.

2. 7 - 10 years of relevant direct work experience using a CRM system in areas related to sales, marketing, customer service, or technical support.

3. Excellent understanding of standard business practices related to CRM processes and systems.

4. Prior experience with customer support and communication activities. Able to interact with system users in a calm, confident, and sensitive manner irrespective of users’ knowledge, ability, or prior experience.

5. Self-starter, ability to work independently with little supervision.

PREFERRED QUALIFICATIONS:

1. Prior hands-on experience with large, complex enterprise-wide software system implementations.

2. Working knowledge of configurable applications, hands on experience in Microsoft CRM Dynamics strongly preferred.

3. Proven ability to launch system functionality using AGILE project management methodology.

4. Must be proficient in the Microsoft suite of products with extensive Microsoft Excel experience.

PHYSICAL DEMANDS:

1. Ability to remain stationary for several hours at a time.

2. Up to 10% travel possible both domestically and internationally.

Diversity is important at Promega. We are proud to be an Equal Opportunity Employer, and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.