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CRM Functional Analyst
Title: CRM Functional Analyst
Category: IT/Software Development
Job type: Permanent
Job status: Full Time
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CRM Functional Analyst: An ambitious CRM Functional Analyst, ideally experienced with CRM/Field Service, Sales and Service Management, and Scheduling functions, is required to play an integral part of the Group IT Business team, providing cohesion between business processes and IT system functionality for a leading international business.

Reporting to the Business Systems Manager, this is an exciting opportunity for an ERP / CRM Functional Analyst to work with the MS Dynamics CRM Development team to build strong relationships across the Group process owners, resolve any issues logged by super users/ end users as well as create functional specifications/testing and ongoing process/functional improvements to the CRM system.

This is an exciting new appointment for an ambitious Functional Analyst to join an international business with ambitious growth plans, backed by a leading private equity firm. The company operates across the UK, Continental Europe and Worldwide, employing over 1600 people. You will be based at the Group's headquarters in Brentford, West London.


*Functional experience with areas such as CRM, Field Service, Sales and Service Management, Customer 360 view, Customer Contact and Complaints, Job Scheduling and Routing

*Problem-solve issues logged by process owners/end users and liaise with the business process owners to ensure enhancements are prioritised and consistent across all countries

*Support the continued process improvements of Dynamics CRM

*Build strong relationships with the various business team

*Ensure CRM service tickets are resolved expediently or escalated to in-house software development team

*Ensure enhancements are tested and documented in line with internal procedures

*Work with the training group to provide input to enable courses to be developed for Super Users using a "Train the Trainer" methodology

*Be an integral part of any project to enhance the functionality of the CRM system, work closely with the business to ensure success criteria is met and changes are implemented with appropriate training and documentation

*Be a role model for Process standardisation and Process Improvement

*On-going analysis of business requirements to enhance the CRM systems

*Work with Business Process Owners to present new ideas to business leads, and participate in regular update meetings with them

*Liaise with the development team to ensure work is performed as specified

Skills & Experience:

*3+yrs CRM Business / Functional Analyst or equivalent commercial experience

*Relevant degree or similar vocational qualification (Economics, Business, IT, Finance)

*Knowledge or willing to learn Microsoft Dynamics CRM 2015/365 Customer Engagement for Sales and Service

*Working knowledge with ERP systems

*Enthusiasm, excellent communication skills, both written and verbal

*Excellent interpersonal skills

*Analytical and a lateral thinker, excellent trouble-shooting skills with a logical approach to work

*Works well under pressure, resilient and resourceful

*Able to influence and develop true 'partnership' relationships with business leads quickly and effectively, ability to keep multiple stakeholders engaged

*Confident working at all levels of a business and with external vendors/customers

*Excellent presentation skills; ease in addressing large groups to present material

*Occasional travel, prepared to work flexible hours when required

This is a fantastic opportunity for a capable and ambitious CRM Functional Analyst to develop their business and MS Dynamics experience within a successful international company at an exciting time of growth. A fully negotiable competitive salary based on experience, and benefits are on offer. Free parking on site. Apply now!
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