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Customer Relationship Management Business Analyst
4 months ago
No C2C. US Citizen or Green Card Holder Only.
Role and Responsibilities
Team Leadership: Lead and inspire a team of 2-3 IT Analysts, fostering a collaborative and high-performance culture focused on supporting the Dynamics CE environment for Equipment Sales and Retail Services.
Microsoft Roadmap Alignment Identify business functionality requirements and align to the Microsoft functionality deployments and overall roadmap.
CE Enhancement Prioritization: Identify and prioritize larger changes and enhancements, maintaining a well-organized and prioritized product backlog to ensure alignment with business objectives.
Testing and Quality Assurance: Oversee the maintenance of a robust test bed of scripts for release testing, including comprehensive regression testing of CE updates to uphold system integrity and reliability.
Issue Resolution: Collaborate closely with customers and team members to investigate, test, and develop effective solutions and workarounds to promptly address client issues and requests, ensuring minimal disruption to operations.
Strategic Focus: Drive the growth and optimization of Dynamics CE within Hussmann’s different lines of business, spearheading continuous development efforts to enhance the CE experience for Equipment Sales.
Relationship Management: Cultivate and manage CE relationships with business stakeholders and customers, actively soliciting feedback, mapping out requirements, and effectively managing priorities leveraging market insights and feedback to enhance satisfaction and to deliver value-added solutions.
Cross-Functional Coordination: Serve as a bridge between the Dynamics CE support team and other IT support teams, facilitating seamless coordination and resolution of integration issues across systems, including XA and HPC.
Agile Delivery: Actively participate in the agile development process using Azure Dev Ops, collaborating closely with business analysts, developers, and end-users to deliver changes and enhancements in a timely manner.
Communication and Escalation: Ensure transparent communication of issue statuses to clients and the Dynamics CE team, promptly identifying and escalating high-priority customer issues to appropriate team members and management.
Qualifications and Education Requirements
BACHELOR’S Degree preferred. Equivalent experience, education and/or certifications may be considered in lieu of Bachelors.
7+ years experience with degree (leadership experience preferred)
15+ years relevant experience without degree
3+ years’ experience MODIFYING, WORKING with Dynamics 365 including entities, attributes, business rules, process flows, solutions, etc.
General Skills
Experience: Proven history of successfully development and support in a Dynamics CE environment, preferably within CRM and/or Field Service
Technical Proficiency: Deep understanding of Dynamics CE, including customization, configuration, and integration capabilities.
Methodological Expertise: Strong familiarity with agile development methodologies and tools, particularly Azure Dev Ops.
Communication Skills: Excellent verbal and written communication skills, with the ability to effectively engage with diverse stakeholders.
Problem-Solving Abilities: Strong analytical and critical thinking skills, with a focus on delivering innovative and sustainable solutions.
Organizational Skills: Ability to prioritize and manage multiple tasks and projects in a dynamic and demanding environment.
Customer Focus: Passion for delivering exceptional customer service and building long-term relationships.
