CRM Business Analyst

Job Description
 

• Overall responsibility to analyze and define the business processes, related operational procedures and working methods for the assigned domain
• Identify opportunities for system efficiency improvements and review them with the Business Process Owner (BPO) for approval.
• Challenge the local business requirements to accept the current D365 functionalities as standard with limited exceptions
• Gather business requirements, deliver the required acceptance criteria, and discuss these with the Group IT analysts where applicable to understand the impact on the system set-up
• Test the provided development solutions (RFC’s), evaluate the functionality and fit to the    acceptance criteria together with the domain lead
• Assist in training of local key users on D365 specifically CRM
• Provide support to the data cleaning team (Ukraine)  (normally done before an entity goes live) and support processes to maintain data quality
• Work with the Ukraine team to provide Hypercare support after roll-outs
• Provide second line support after hypercare (i. e . review issues of go live countries, find solutions, analyse root cause) and provide support to the Ukraine team on CRM tickets raised.
• Support the key users in the definition and gathering of the user acceptance test scenarios 
• Provide key user Support during the User Acceptance Training 
• Update domain work instructions when applicable 
• Provide day to day operational support/guidance to the commercial entities where required
• Overall responsible for the yearly Customer Survey Project
• Access control - CRM roles
• Ad hoc projects as and when required

Required competencies:

In depth knowledge of the business processes -  CRM specifically and understanding the integration into F&O

Soft skills: 

Good Communication 

Critical thinking

Problem-solving

Negotiation skills

Team player skills