Business Solutions Support Analyst - CRM

Zoek Pin Paisley, Renfrewshire, Scotland

£40000 - £45000/annum

Permanent (Full time)

Posted 14 days ago

Role: Business Solutions Support Analyst - CRM
Location: Remote (office visit once every 2-3 weeks)
Salary: £40-45k DOE + benefits.

An exciting opportunity has arisen to join a global leader in the supply of engineering equipment, who are renowned for their excellence and have a reputation as a technical leader across the wide array of industries they supply into.

They are looking for Business Analyst experienced in CRMs (they use Infor but experience in this is not essential) to work closely with their Business Solutions team. Someone who understands CRM functionality from the business/supplier side (not customer /call centre side) You will also own the general ITIL processes - Change/Release Management.

ACCOUNTABILITIES:
*Resolution of support issues within SLA
*To work with the local CRM key users and Business solutions team on the functional
specification of solution development to ensure they meet business requirements, have
defined business benefits/cases and also comply with the global template.
*For system changes, write Functional Specs, Business Benefit Cases, Prepare and Obtain
Approval, Test Scripts and release data/documents. Complete functional testing and manage
business testing feedback and resolution.
*To be responsible for the development plan and work with colleagues to ensure plan is
maintained at all times and aligned to latest business requirements.
*To continually enhance and manage the change management and release management
process.
*To ensure the IS Policy and IT Standards are complied with.
*To host regular meetings with local CRM key users to discuss and progress their support calls, resolutions and proposed change requests.
*Maintenance of all global documentation associated with the Business System Solution
*Maintain and manage the user access process, Periodic Business Access Role Audits and
assisting with Internal Audits
*Provide guidance and support to the business user community on reporting from the
application
*Effectively communicate with the Business Units regarding any global system and
process changes or enhancements.

ESSENTIAL SKILLS & EXPERIENCE
*Experience of the full software lifecycle including extensive knowledge of the documentation stages, including designs, functional specifications, manuals and test process management
*Functional knowledge of CRM business systems and customer facing processes.
*Ability to define and document processes.
*Ability to identify knowledge gaps within key user community and provide training as required.
*Working knowledge of Change Control processes
*Build effective relationships with internal and external stakeholders
*Excellent communication skills at all levels, written and verbal
*Experience working in a support environment

Great opportunity to join a people focused business who value their employees and understand the importance of collaboration and employee wellbeing. Apply now if interested

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