CRM Analyst III

ITW • Middletown, DE

6d

About The Position

ITW Food Equipment Group LLC designs and manufactures commercial food equipment for food service and retail customers through its subsidiaries. The company’s products include ware washing equipment; cooking equipment, including ovens, ranges, and broilers; refrigeration equipment, including refrigerators, freezers, and prep tables; food processing equipment, including slicers, mixers, and scales; and kitchen exhaust, ventilation, and pollution control systems. ITW FEG has the largest service network in this industry to support our global customers, with highly specialized technicians and best-in-class supply chain procedures. The company was incorporated in 2001 and is based in Troy, Ohio. ITW Food Equipment Group LLC is an Illinois Tool Works Inc. subsidiary. SUMMARY The CRM Analyst role is responsible for the administration, configuration, integration and optimization of Microsoft Dynamics 365 Customer Engagement (CE) application (specifically D365 Sales, D365 Customer Service, and Microsoft Power Pages). This position bridges technical and functional requirements, ensuring CRM solutions meet business needs. The CRM Analyst collaborates with stakeholders to gather requirements, design solutions, and implement enhancements while providing ongoing support and maintenance. Strong communication skills, problem-solving ability, and attention to detail are essential for success in this role.

Requirements

• Bachelor's Degree in MIS, Computer Science, or related field plus 5 years of relevant experience.
• Experience with Microsoft Dynamics 365 CE administration and customization

Nice To Haves

• Relevant Microsoft certifications such as Dynamics 365 Fundamentals (CRM), Power Platform Functional Consultant Associate, and/or Dynamics 365 Customer Engagement Functional Consultant Associate are highly desirable.
• Development experience (.NET, JavaScript) preferred.
• Familiarity with Power Platform, integrations, and data migration tools preferred.

Responsibilities

• Builds Collaborative Relationships: Collaborating with cross-functional teams to identify CRM requirements and provide guidance on design and implementation of new systems and technologies that are aligned with business objectives. Build and maintain effective relationships to share information, establish partnerships, and leverage experience to accomplish the organization’s goals. Collaborate with external vendors and partners on system enhancements and integrations. Excellent communication skills with customers, senior level personnel, and team members. Having a good phone, online chats, and in-person etiquette is required.
• Action oriented: Provide first level Service Desk support to all CRM users by troubleshooting and resolving CRM issues promptly. Investigate and resolve issues, conduct root cause analysis and implement corrective actions to prevent future occurrences. Ability to identify and remediate CRM incidents; develop alternative solutions; use reason when dealing with emotional topics/situations. Provide advanced level on-call support for CRM-related incidents and serve as a backup for critical IT functions as needed. Proactively communicate identified issues to impacted users. Develop and deliver CRM training to educate employees about CRM business processes, modifications, and best practices.
• Plans and Aligns: Manage CRM projects from requirements gathering through design, implementation, and testing. Ensure CRM configurations and customizations comply with organizational standards and security policies. Maintain data integrity through regular audits and proactive monitoring. Exceptional organizational skills to prioritize work and ability to balance maintenance and project deliverables.
• Takes Initiative: Anticipates and meets the needs of our CRM initiatives and demonstrates commitment to ongoing improvements in efficiency and user experience. Ability to define problems, collect data, establish facts, and draw valid conclusions as related to the job. Stay up to date with the latest Dynamics 365 updates, new features, and industry best practices. Identify opportunities for automation and process improvement within CRM processes and workflows. Ability to work independently, prioritize tasks, and manage multiple projects simultaneously while meeting deadlines.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level