CRM Systems Analyst

PEI GENESIS INC.•Philadelphia, PA

1d•Onsite

About The Position

PEI-Genesis seeks a CRM Systems Analyst to support Microsoft Dynamics 365 Sales for its global sales organization. The role provides application support to CRM users, configures the platform to meet business needs through the CRM sprint process, and develops and maintains user process and technical documentation. The analyst works with business stakeholders to document requirements and plans and executes user acceptance testing and application testing to ensure changes meet those requirements before release. This is described as an early-career opportunity with room to grow; software development experience is not required.

Requirements

At least 2 years of CRM experience in an administrator, support, or analyst role.
Hands-on experience planning or running UAT or application testing.
Experience writing user documentation.
Working knowledge of CRM administration, including users, security roles, forms, views, and workflows.
Familiarity with sales process concepts, including leads, opportunities, accounts, and contacts.
Understanding of relational database concepts, including tables, relationships, keys, and data types.
Ability to investigate data problems such as duplicates, missing values, and bad imports.
Ability to write clear test cases and acceptance criteria, facilitate UAT with business users, keep testers on schedule, track defects, and verify fixes.
Strong attention to detail, problem-solving, and troubleshooting skills.
Clear communication with non-technical users and technical readers, including explaining problems and fixes in plain language.
Good organization and time-management skills, including handling several requests at once.
Ability to work independently and as part of a team, with an interest in learning and growing in the role.

Nice To Haves

Bachelor’s degree in computer science, information systems, or a related field.
Microsoft Dynamics 365 experience, with Sales Hub as the primary application.
Experience with Dynamics 365 Customer Insights - Journeys or another marketing application.
Power Automate experience.
Jira experience.
Microsoft Dynamics 365 certification.
Experience working for companies in distribution and/or discrete manufacturing.
Experience with Advanced Find, Excel, SQL, FetchXML, or Power BI.

Responsibilities

Serve as a primary point of contact for CRM-related questions and issues.
Troubleshoot and resolve help desk tickets, including access, security role, data, and how-to requests, and escalate issues requiring deeper technical work.
Provide basic end-user support for Dynamics 365 Sales and Customer Insights - Journeys.
Track recurring issues and bring them to the sprint backlog.
Configure Dynamics 365 using standard tools, including forms, views, dashboards, business rules, and security roles.
Build simple Power Automate flows where needed.
Assist in delivering enhancements through the CRM sprint process, guided by business-led sprint prioritization.
Write and maintain user process documentation, including how-to guides, quick reference sheets, and release notes.
Write and maintain lightly technical documentation covering configuration, field definitions, business rules, and data relationships.
Update documentation as changes are released to keep it aligned with the live system.
Plan and run UAT for CRM enhancements and releases with sales managers and power users, and obtain business sign-off before release.
Write and execute test cases in non-production environments, including regression testing of configuration changes and Microsoft release wave updates.
Log defects, track them to resolution, and retest fixes.
Document business requirements and acceptance criteria from stakeholder conversations.
Analyze existing configuration and data to identify problems and propose fixes.