CRM Functional Analyst
GlobalWaveSoftech, Roanoke, VA, United States
We are seeking a detail-oriented
CRM Functional Analyst
to support business process transformation and system implementation initiatives. The role involves gathering requirements, analyzing business processes, and delivering scalable CRM solutions aligned with enterprise and customer experience goals.
Key Responsibilities
Perform functional analysis activities including
requirements gathering, analysis, and documentation .
Facilitate stakeholder workshops to capture
As-Is processes and define To-Be solutions .
Analyze current processes and recommend improvements based on
industry best practices .
Translate business requirements into
service blueprints, process flows, Agile features, and user stories .
Manage and track deliverables in
Azure DevOps (ADO) .
Conduct
feasibility studies
and identify opportunities for system and process improvements.
Define and track
KPIs, business rules, and data sources
for reporting and analytics.
Collaborate with development teams to ensure
successful implementation of solutions .
Support
testing activities , including test scenarios, scripts, and validation.
Assist in
training, change management, and end-user support .
Maintain comprehensive
technical and functional documentation .
Build strong relationships with
stakeholders, vendors, and cross-functional teams .
Ensure adherence to
organizational standards, policies, and PMO guidelines .
Technical Scope
Account Management:
Customer onboarding, maintenance, and lifecycle management.
CRM Systems:
Microsoft Dynamics CE CRM or similar platforms.
Billing & Payments:
Transaction processing, invoicing, and multi-channel payments.
Customer Service Operations:
Case management and customer interaction tracking.
Reporting & Analytics:
System and business reporting for internal/external users.
Financial Systems:
Exposure to SAP S/4 HANA (BRIM, FICA, Analytics Cloud preferred).
Customer Channels:
Portal, mobile apps, chatbot, IVR, email, SMS, and other engagement channels.
UI/UX/CX:
Enhancing customer experience across digital platforms.
Data Migration:
ETL processes for system transitions and implementations.
Required Skills & Qualifications
Minimum
3+ years of experience
as a Functional Analyst or Business Analyst.
Bachelor’s degree in
Computer Science, IT, Business Administration, or related field
(or equivalent experience).
Strong knowledge of
SDLC and Agile methodologies .
Experience with
process modeling, requirements documentation, and analysis tools .
Proficiency in
SQL, Excel, Figma, and Microsoft Office 365 tools .
Excellent
analytical, problem-solving, and communication skills .
Preferred Skills
Experience in
government/public sector projects .
Exposure to
CRM platforms (Dynamics 365 preferred) .
Knowledge of
ERP systems (SAP preferred) .
Familiarity with
project management tools (e.g., MS Project) .
#J-18808-Ljbffr
CRM Functional Analyst
to support business process transformation and system implementation initiatives. The role involves gathering requirements, analyzing business processes, and delivering scalable CRM solutions aligned with enterprise and customer experience goals.
Key Responsibilities
Perform functional analysis activities including
requirements gathering, analysis, and documentation .
Facilitate stakeholder workshops to capture
As-Is processes and define To-Be solutions .
Analyze current processes and recommend improvements based on
industry best practices .
Translate business requirements into
service blueprints, process flows, Agile features, and user stories .
Manage and track deliverables in
Azure DevOps (ADO) .
Conduct
feasibility studies
and identify opportunities for system and process improvements.
Define and track
KPIs, business rules, and data sources
for reporting and analytics.
Collaborate with development teams to ensure
successful implementation of solutions .
Support
testing activities , including test scenarios, scripts, and validation.
Assist in
training, change management, and end-user support .
Maintain comprehensive
technical and functional documentation .
Build strong relationships with
stakeholders, vendors, and cross-functional teams .
Ensure adherence to
organizational standards, policies, and PMO guidelines .
Technical Scope
Account Management:
Customer onboarding, maintenance, and lifecycle management.
CRM Systems:
Microsoft Dynamics CE CRM or similar platforms.
Billing & Payments:
Transaction processing, invoicing, and multi-channel payments.
Customer Service Operations:
Case management and customer interaction tracking.
Reporting & Analytics:
System and business reporting for internal/external users.
Financial Systems:
Exposure to SAP S/4 HANA (BRIM, FICA, Analytics Cloud preferred).
Customer Channels:
Portal, mobile apps, chatbot, IVR, email, SMS, and other engagement channels.
UI/UX/CX:
Enhancing customer experience across digital platforms.
Data Migration:
ETL processes for system transitions and implementations.
Required Skills & Qualifications
Minimum
3+ years of experience
as a Functional Analyst or Business Analyst.
Bachelor’s degree in
Computer Science, IT, Business Administration, or related field
(or equivalent experience).
Strong knowledge of
SDLC and Agile methodologies .
Experience with
process modeling, requirements documentation, and analysis tools .
Proficiency in
SQL, Excel, Figma, and Microsoft Office 365 tools .
Excellent
analytical, problem-solving, and communication skills .
Preferred Skills
Experience in
government/public sector projects .
Exposure to
CRM platforms (Dynamics 365 preferred) .
Knowledge of
ERP systems (SAP preferred) .
Familiarity with
project management tools (e.g., MS Project) .
#J-18808-Ljbffr