CRM Business Analyst

Job description

The role is responsible for techno-functional support and SME of CRM sales, marketing and service modules. Analyze, implement, review and improve efficiency of internal processes and integration of all business applications used. 

Responsibilities:

1. Knowledge of CRM system in areas of Sales & Marketing and Service process & reporting:
   1. Set up workflow within processes to facilitate & automate approval & notification needs.
   2. Support accessibility of CRM system via mobile, desktop/laptop online & offline modes.
   3. General user administration, not limited to creating new user account.
   4. Techno-functional knowledge to manage technical issues with developer.
   5. Integration knowledge between CRM and other business applications.
   6. Manage CRM-related projects such as implementing new system/module, rollout to new company/country, implement and upgrade enhancement/report/interface
   7. Guide, train and provide level 1 support to users existing processes and issues in the CRM system.
2. Liaise with users as well as developer and CRM consultants appointed by the company
3. Advice users all standards of implemented for regional CRM system to ensure all solution put in place follows standards
4. Manage CRM system change requests, following guideline and process of Business Application Change Management framework.
5. Work with CRM system support consultants to resolve issues and implement resolution.
6. Manage other business applications implemented within the company, such as:
   1. Content Relationship Management
   2. Concur
      1. Travel request and Claim system
      2. Purchase Requisition system
   3. General Approval System (GPAS)
7. Perform and report CRM ticket analysis and be able to work with consultants who are providing Level-2 support of the system.

Requirements:

1. Degree in Computer Science, Information Technology, Business Administration, Industrial Engineering or equivalent.
2. At least 4 years of experience in implementing CRM system, preferably Microsoft Dynamics CRM.
3. At least 3 complete life cycle of implementing CRM sales, and or Service modules; MS Office – Word, Excel (inclusive of Pivot Table), PowerPoint.
4. MS Access database, Project or Visio knowledge is desirable but not essential.

Please contact Desmond Koh at DesmondK@Charterhouse.com.sg for a confidential discussion

EA License no.: 16S8066 I Reg no.: R1107906

Only successful candidates will be notified.