CRM Business Systems Analyst

5 hours ago

Washington DC USA, United States ASP Web Solutions Full time
Job Title: CRM Business Systems Analyst

We are seeking a highly skilled CRM Business Systems Analyst to join our team at ASP Web Solutions. As a CRM Business Systems Analyst, you will play a critical role in supporting our Digital Solution program by providing technical support and consulting services to our customers.

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.
  • Coordinate 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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