Senior 365 CRM Analyst

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CLA, one of the nation's largest public accounting and professional services firm is currently seeking a Senior CRM Analyst to join the growing IT organization team.

Position Summary:

The Senior CRM Analyst brings their understanding of CRM processes, technology, and data to help support and expand our existing and future technology stack, processes, and people. The Sr. Analyst brings in knowledge and experience in supporting Microsoft Dynamics CRM. They strive to provide best in class support.

The Senior CRM Analyst will:

• Drive the CRM operational processes ensuring quality data, functionality, synchronizations, and third-party integrations.
• Provide day to day management of the CRM database including intake, creation, and execution of dashboards, views, data imports, simple customizations & workflows, data clean-up, and provisioning of licenses and roles.
• Provide front-end user support by addressing day-to-day requests and develop documentation and trainings to support usability and adoption.

• Supports processes driven and dependent on the Microsoft Dynamics CRM database, including support, maintenance, documentation, enablement, and enhancements.
• Manage data quality and governance projects on a regular basis.
• Manage data enrichment projects by leveraging third-party data providers, SaaS platforms, and firm-wide synchronizations providing guidance on improvements.
• Submit or act on ServiceNow tickets with appropriate routing where necessary.
• Investigate, troubleshoot, and escalate data integrity, errors, and Microsoft Dynamics CRM performance issues. Pressure testing of development for scalable solutions as directed by the Product Owner and/or Marketing Technology Manager.
• Partner with Product Owner, marketing automation team, analysts, developers, and Marketing Technology Manager for supporting reporting and streamlined business processes.
• Function as a change agent by identifying and implementing appropriate improvements ensuring processes are automated and can scale at an enterprise level. This also includes staying current with technology and cloud trends.
• Help drive initiatives forward by providing subject matter expertise to junior analysts on various projects and processes.

The ideal candidate has:

• 5 years of experience with CRM systems, Microsoft Dynamics preferred. Two plus years in an analyst or coordinator role.
• CRM Administrator certification preferred
• A understanding of the sales and marketing functionality within CRM.
• Customer Service experience a plus
• Experience using project management tools
• Experience with Microsoft office tools such as Excel, Word, PowerPoint, Planner, and Teams

Education

• Bachelor's Degree or equivalent experience

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Wellness at CLA

To support our CLA family members, we focus on their physical, financial, social, and emotional well-being and offer comprehensive benefit options that include health, dental, vision, 401k and much more.

To view a complete list of benefits click here.