Job Title:CRM Business Analyst III-LOB (031014-SHAHAR-IO35-E-KEV)

Location:MC LEAN, Virginia

Duration:Long term

Job Description:

 

 

Client will require a F2F interview so candidates must be local

-This CW position is responsible for providing operational support for the CRM System; including advanced user-centric application support, training and administration tasks to internal users in a fast-paced, highly complex, professional and demanding environment.

REQUIRED SKILLS:

-Minimum of four (4) years of related CRM work experience
-Experience with Oracle On-Demand Customer Relations Management (CRM) system, Microsoft OS and applications including Word, Powerpoint and Excel and Visio, security software, computer and software troubleshooting/maintenance, and basic Active Directory
-Demonstrated ability to provide excellent customer service and to analyze application statistics to develop tactical improvement recommendations for the CRM usage and continued adoption
-Exceptional organizational skills with proven ability to deal with changing requirements/priorities, provide follow-through, and manage multiple projects
-Excellent written and verbal communication skills and application problem-solving skills
-Ability to develop and maintain effective working relationships with team members, project teams, key stakeholders, and vendors
-Basic technical writing skills and understanding of curriculum development and teaching techniques

RESPONSIBILITIES:

-Provide front-line response to solve application access problems for users.
-Monitor support email and record responses in call-tracking log.
-Provide weekly status reports and analysis on a weekly basis.
-CRM maintenance & general systems management (i.e. user login creation)
-First level of support (troubleshooting and simulation) of database issues to find a resolution for the staff or facilitate escalation of the issues if needed.
-Create and distribute targeted lists (email/report) to promote FRE programs.
-Assist with the management CRM structure; the creation user-defined tables and fields in CRM and design of business processes.
-Perform data loads as needed.
-Provide CRM user training for co-workers during new user orientation or regarding new business function and processes.
-Assist with the integration of third-party application integrations with CRM (e.g. Integrate with Lotus Notes (Fellows Consulting); Account plan

automation (Oracle Consulting - in process); Create Dashboards (Oracle Consulting - in process); Consolidation and reporting of customer tasks

and trends; Reporting that meets Freddie Mac format standards (iSolvIT); Data Cleansing (ActivePrime); Surveys (Clicktools).
-Participate in the evaluation of E-marketing tool Eloqua as a follow on for automated marketing.
-Deliver services of usage analysis, data import/export, user access, custom reporting for departments on an as needed basis.
-Collaborate with I/T web development team to ensure data integrity and accessibility to our internal users, and stakeholders.
-Assist departments with the development of requirements and business processes for new initiatives that require assistance; this includes

requirements organization, planning monitoring and execution.
-Maintain documentation of current business processes and workflows.
-Assist in the design and maintenance of business intelligence dashboards to allow departments to the view business-critical data.
-Conduct user acceptance testing as required for Oracle releases and internal system upgrades and new functionality.
-Attend project working training sessions as needed to maintain a strong working knowledge of CRM systems designated for support.
-Assist with developing methods to optimize the use of CRM software application, key functions and other technology-related tools through the

development and delivery of training assessment, programs and training tools.
-Prepare materials including training curriculum, plans, user documentation and best practice procedures.
-Provide user training at the individual and group level
-Respond promptly to requests for support and service.
-Log user issues to maintain and track common issues
-Provide thorough follow-through support to users, stakeholder POCs and Project Managers.
-Perform other duties as assigned.

Please mention the job Title in the subject line:"CRM Business Analyst III-LOB".

Please rush your resumes to mail to: careers@iormyx.com<mail to: careers@iormyx.com>