Business Analyst - Dynamics CRM

Overview

The role of Customer Operations Business Analyst is key to supporting the successful deployment of the Division wide CRM tool, Microsoft Dynamics. The role provides business focussed technical support for the core implementation team acting as the main link between the SMI community and both the internal and external IT support partners.

Working closely with SMI and key users in the regions you will ensure CRM is properly used and that data integrity is maintained through ensuring appropriate reporting is in place to allow for local and divisional governance. Any deviations need to be actioned and proper measures (e.g. training) need to be available and carried out.

You will be responsible for the management of the Change Request process, including both the gathering of detailed requirements for user proposed changes as well as the appropriate triaging of all incoming GSN tickets to ensure they are correctly allocated for follow up against clear SLAs and that a feedback loop is in place.

Other key aspects of the role include:

• Monitoring and managing the core team support email box ensuring users are responded to in a timely fashion
• Developing and delivering functional and user testing sessions when needed (upgrades, new functionality, reported bugs).
• Monitoring interfaces between systems to ensure data quality.
• Identification of any upcoming or newly released functionality and investigating how this would fit our business processes as part of the periodic upgrade process.
• Managing users, user privileges and license allocation to ensure efficient use of licenses.

Key Accountabilities

• Provide BAU support to (key)users and follow our support processes
• Set up user and manage access rights and security model
• Attend weekly calls with IT and suppliers to monitor support performance and keep the key users up to date with progress/input need
• Build training materials / eLearning modules to enable remote training
• Manage periodic platform upgrades (investigation, testing, documentation)
• Support CRM Roll-out: explanation of CRM processes (CR, Support, user management) and support key users/end-users training where needed
• Act as an escalation point for Key users/end users if any IT service delivery failure

• Ensure key user network is in place. Animate the KU community to maximise value and service from systems investments
• Monitor usage KPI's on a regular basis (monthly) and take action when required
• Regular communication to CRM community on progress/change requests/projects/news about CRM
• Conduct satisfaction and improvement survey once a year - prepare action plan to drive continuous improvement and adoption
• Facilitation of regional workshops and training sessions when needed (new functionalities, CR's, feedback sessions…)

• Monitor data quality KPI's and identify areas for improvement
• Perform root cause analysis if inconsistent data quality
• Agree data scope for new initiatives, undertake Improvements (data cleansing), and coordinate data migration requirements to new solutions.

• Manage the change request process (collect, specify, prioritize, communicate and follow up)
• Support application enhancements requests and assist business colleagues through all stages of projects - assisting the definition of requirements, process flow design, testing, acceptance
• Test delivered changes (via test scripts)
• Update existing support/training materials
• Create clear user documentation for the delivered changes

If required (re-)train users on new/improved functionalities