CRM Business Systems Analyst

1 month ago

Washington, Washington, D.C., United States ASP Web Solutions Full time
Job Title: CRM Business Systems Analyst

ASP Web Solutions is seeking a highly skilled CRM Business Systems Analyst to support the Digital Solution program. The selected candidate will have the ability to assist customers with Customer Relationship Management (CRM) technical support issues as well as consulting with customers on their business processes and the relevant CRM software usage to meet those business process requirements.

Key Responsibilities:

  • Provide consultation to help customers develop and modify system configurations for leveraging Customer Relationship Management (CRM) information systems to achieve mission outcomes.
  • Guide customers in formulating new sound business and related technical processes as well as analyzing/optimizing current processes.
  • Coordination with customer business process owners and various technology teams to ascertain/develop technical requirements and user acceptance testing relating to CRM system functions including but not limited to new data acquisition and system output.
  • Ability to multi-task while supporting VIP clients.
  • Provide daily support for Intranet Quorum (IQ) product to customers.
  • Provide weekly reports and open tickets for each support or consulting request from customers.
  • Train Intranet Quorum (IQ) product to new customers as they turnover in customer offices.

Requirements:

  • Have strong communication (Verbal and Written Skills), and organizational skills.
  • Ability to clearly/concisely/effectively communicate in writing or in a verbal exchange with varying audiences (one to one, one to many, different levels of the org chart).
  • Ability to effectively synthesize clear explanations of fairly complex technical or business processes to audiences with varying levels of backgrounds and expertise.
  • Superior customer service.
  • Ability to gain/obtain public trust clearance.
  • Ability to quickly learn proprietary CRM software.
  • Basic HTML knowledge and strong, demonstrated troubleshooting skills.
  • Can apply logical approach to problem discovery/definition and resolution.

Preferred Skills:

  • Clear public speaking voice.
  • Ability to multi task and work in fast paced environment.
  • Professional appearance.
  • Strong in-person, phone and written communication skills.
  • Familiarity with CRM software similar to Salesforce or Microsoft Dynamics and associated business process (mass outreach/email marketing, correspondence management, administrative workflow).
  • Advanced Familiarity with MS Excel.
  • Windows 10, MAC OS, MS Office 2016/2019 knowledge.
  • Internet Explorer, Chrome, Firefox and Safari browser familiarity.
  • Familiarity with XML tags and parameter files.
  • Microsoft Server 2016/2019 basic knowledge and experience - potential differentiator.
  • Oracle/SQL knowledge and experience - potential differentiator.
  • Experience in Multimedia Design and Web Content Development is a strong differentiator.
  • Previous Helpdesk phone support in combination with customer-facing/onsite support is a strong differentiator.
  • Previous 1 year of experience working in a Senator or Congressman's office using IQ (Intranet Quorum) product.
  • Previous helpdesk/onsite support experience and familiarity with Technical Support Ticketing/Tracking Systems.
  • Previous Technical support ticket tracking experience is beneficial.

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