Systems Engineer, CRM Systems
4 weeks ago
Job Category
:
Knowledge Services - Enterprise Business Sys.
This position is responsible for maintaining, enhancing, and supporting the firm’s Client Development, Marketing and Sales related systems. The Systems Engineer will draw upon his/her problem solving, critical thinking and technical skills to analyze and resolve customer challenges, develop best practice methods, and ensure customer success. This is a customer facing role so excellent communication and people skills are required. In addition, a positive attitude, rigorous work habit, and professionalism in the workplace are a must as well as strong analytical, organizational, and multi-tasking skills. This is a Firmwide, full-time, fully remote, exempt position based out of our Austin, Dallas, Houston, or Washington D.C. office with excellent benefits.
CRM Systems Administration General Duties
Act as a subject matter expert and first line support contact for all CRM systems and related processes, with focus on CRM (Client Relationship Management) and ERM (Enterprise Relationship Management) systems and all related marketing and sales systems to include Foundation and Pitch Perfect
Take ownership of Admin level tasks for CRM systems
Work as a member of the core team to implement a new CRM system
Participate in planning, development, and implementation of upgrades, new modules, and related applications
Provide level one support to analysts/engineers in other groups who work with integrated systemsas well as Service Desk escalations
Investigate and resolve complex technical issues, escalating to vendors as appropriate
Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary
Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues
Monitor and follow up with customers after resolution of complex technical issues to ensure integrity of solutions
Facilitate the escalation of major issues to the appropriate parties
Provide management with project briefings
Identify and act on opportunities for self-improvement
Attend regularly scheduled project meetings with other teams and departments, acting as a subject matter expert
Attend seminars and training in a variety of formats to enhance technical skills
Participate in testing and quality checks as required
Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction
Evaluate new products and tools as required
Other projects and duties as assigned by supervisor, including after hours and weekends when needed
Qualifications:
Required
Experience with a CRM software platform
Expert knowledge of SQL, although DBA level not necessary
Ability to quickly learn how to implement and manage new applications, systems, and related technologies
Extremely strong analytical and troubleshooting skills
Ability to manage multiple high priority projects and initiatives simultaneously
Ability to meet required deadlines
Ability to self-manage
Ability to interact with customers and team members employing a high degree of tact, diplomacy, and professionalism
Ability to maintain strict confidentiality regarding CRM data
Ability to document all systems, processes, and procedures in a timely, clear, and concise manner
Preferred
Bachelor’s degree in related field
Experience in Agile Projects
Experience supporting a Legal or Professional Service firm’s CRM System
Experience with Experience Management Systems and Pitch and Proposal Software
Knowledge of SSRS reporting
Knowledge of Intapp Integrate or Boomi
Preferred locations are Austin, Dallas, Houston, or Washington D.C.
Physical Demands:
Must be able to work at a computer and telephone for extensive periods of time
Must be able to routinely lift and carry files and other items up to 10 pounds.
Must be able to function in a standard office environment.
Working Condition and Environment:
Unusual and extended work hours may be required.
Must be available after hours and on weekends when support is required.
This is a fully remote position, however periodic onsite meetings.
Baker Botts L.L.P. is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, gender, sex, age, religion, creed, national origin, citizenship, marital status, sexual orientation, disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other basis protected by federal, state, or local law.
Qualifications
Education
Preferred
Bachelors or better.
Experience
Required
Expert knowledge of SQL, although DBA level not necessary
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