Business Analyst- CRM

Hammond Power Solutions•Rock Falls, IL

14h

About The Position

Hammond Power Solutions Inc. is a global manufacturer headquartered in Guelph, Ontario, Canada. HPS has grown to become the leader in North America in the custom design and manufacture of dry type transformers. For the past century, HPS has grown to deliver electrical power solutions to global markets and provides solutions for complex applications like, mining, rectifier, drives, traction, wind, solar and many other electrical power applications. The world relies on HPS to continually conceive and produce state-of-the-art transformer technology. We currently have an opening for a Business Systems Analyst, CRM, come grow with us! We are seeking a Business Systems Analyst – CRM to design, configure, and support Microsoft Dynamics 365 CRM, enabling efficient end‑to‑end customer processes across Sales, Marketing, Customer Service, and Rep Agencies. This role partners closely with business and IT stakeholders to deliver scalable CRM solutions, integrations, analytics, and AI‑enabled capabilities that improve productivity, data quality, and decision‑making. You will play a key role in driving CRM adoption, supporting business growth, and continuously improving how customer data and processes are managed across the organization.

Requirements

Bachelor’s degree in business administration, or related field preferred or equivalent experience (6-9 years of related experience)
Strong experience with Microsoft Dynamics 365 CRM (Sales, Marketing, Customer Service)
Experience configuring and administering CRM environments (security model, solutions, ALM)
Experience with system integrations, APIs, and enterprise data flows
Power BI reporting experience, including data modeling and DAX
Working knowledge of ERP data concepts (customers, orders, products, pricing) and CRM/ERP integrations
Strong troubleshooting, analytical, and documentation skills
Ability to partner effectively with business users and technical teams

Responsibilities

Analyze business processes and identify opportunities to improve efficiency using Dynamics 365 CRM
Gather and document business and technical requirements, specifications, and solution designs
Configure and administer Dynamics 365 CRM environments, including security roles, teams, business units, and solution management
Support CRM release and application lifecycle management (ALM) practices
Design, build, and maintain CRM customizations such as forms, views, business rules, workflows, plugins, and automation
Develop and support integrations between Dynamics 365 and enterprise systems (e.g., ERP, data warehouse, eCommerce, marketing platforms)
Implement and support Dual‑write integrations between Dynamics 365 Customer Engagement and ERP platforms, including data mapping and issue resolution
Design and support Power Pages (external portals) integrated with Dataverse
Implement and support AI‑enabled CRM capabilities (e.g., Copilot features, Azure AI services, intelligent automation) in alignment with business needs and data governance
Serve as a primary point of contact for CRM functional and technical support
Triage, troubleshoot, and resolve incidents related to security, data access, automation, integrations, and reporting
Create and maintain user documentation, job aids, and standard operating procedures
Deliver user training, release communications, and support user acceptance testing (UAT)
Develop and maintain CRM dashboards, views, charts, and reports
Build and support Power BI reports and datasets leveraging CRM and enterprise data sources
Ensure data quality through validation rules, monitoring, and periodic audits
Translate reporting and KPI requirements into scalable analytics solutions
Troubleshoot and resolve integration, automation, and reporting issues through root‑cause analysis
Stay current with CRM, Power Platform, and AI best practices and trends
Propose and implement enhancements that improve system stability, usability, and adoption