Senior CRM Analyst

Phoenix Contact•Middletown, PA

9h•Hybrid

About The Position

Under general direction and part of a global/regional IT team, the Senior CRM Analyst I position is a role that combines responsibility for gathering business requirements as well as designing, administering, and maintaining Salesforce ensuring alignment between technology and business goals. This is a hybrid position requiring at least three days in the office.

Requirements

Associate or Bachelor’s Degree in disciplines such as Computer Information Systems, Business/Management Information Systems, etc.
5 (+) years of relevant/related experience preferred, including but not limited to experience with Salesforce administration.
Prior hands-on Salesforce CRM experience required.
Project management skills are required, including the ability to manage projects across technical and functional disciplines and the ability to execute assigned project tasks within established schedules.
Integrating and interfacing systems experience is required.
Knowledge of relational database systems and experience with SQL required.
Ability to adjust quickly to rapidly changing priorities is required.
Strong communication skills with the ability to work effectively with all company levels and cultures are required.
Experience working with and managing vendors is required.
Demonstrates a willingness to collaborate with others, build relationships, and involve others in decision making.
Demonstrates the ability to deliver results by solving or supporting others in solving problems, prioritizing tasks, and/or resources, and focusing on outcomes.
Demonstrates self-awareness and the willingness to learn and grow, accept changes, and effectively adapt to changing work demands.
Demonstrates the ability to drive customer value through knowledge of the business, putting effort into identifying customer needs, and delivering work to maximize the value for customers.
Demonstrates a willingness to promote the value of improvement and innovation by staying ahead of trends, creating ideas and opportunities, and generating speed.
Demonstrates a willingness to take ownership by making decisions, taking responsibility, and driving things forward.

Nice To Haves

Experience working on global/international teams is preferred

Responsibilities

Work as part of a global IT team to perform set-ups/configuration and system administration within CRM related software including Salesforce
Work together with local and corporate Architects to design new functionality within the CRM system.
Functional design, test, coordinate deploy and support Salesforce functionality enhancements and solutions for the organization
Maintain and enhance existing Salesforce applications and configurations
Execute system testing; create use cases, develop and execute test plans.
Coordinate and manage, working with data integration teams, interfaces for the Salesforce platform and related applications.
Document, govern, and maintain the Salesforce data model to align data structures with business services.
Ensure data integrity and implement security best practices.
Translate business needs into functional and technical specifications
Provide thought leadership, technical expertise, and effectively supervise external partners when necessary.
Coordinate application version updates, including the testing of updates from our corporate headquarters and external vendors.
Provide CRM technical support by: Coordinating and developing user and technical support documentation. Providing post-implementation process and technical support. Working with vendor organizations for support and problem resolution, as required.
Assist in resolution of Level 2 incidents for application and systems support.
Perform project management as required for business process improvement projects.
Communicate project status regularly with project teams and end users.
Coordinate efforts to ensure optimum system resources and capacity are available for efficient application operation and high availability.
Perform other related duties as assigned by one’s direct Supervisor.