CRM Support Analyst

Role Description

Support :

Provide user support for Salesforce and ModelN applications, including Pricing, Opportunity Management and Quoting.

Provide user access, system administrative tasks, application functionality and data clean-up initiatives.

Participate in cross functional initiatives to improve and develop current work practices.

Participate in system release testing for initial implementation of new modules and subsequent enhancements to the application.

Communicate with the business organization on the scheduling and implementation of maintenance and enhancements to the system.

Manage helpdesk trouble ticket queues and reporting on support case workload. Reporting ability, excellent business intelligence & excel skills.

Create and maintain user documentation current with changes.

Customer Master

Communicate with the business organization on the scheduling and implementation of customer master changes

Research customer changes.

Submit and track all changes from beginning to end.

Training and knowledge sharing

Education Requirements & Experience

Honors Degree in IT / Business Information Systems / Data Analytics

Minimum 1 years' experience supporting CRM applications such as Salesforce, Oracle Siebel, Microsoft CRM Dynamics, SAP.

• User-level experience with Microsoft tools

Software testing experience

Experience with Salesforce Lightning and Einstein Reports

Excellent verbal and written communication skills and interpersonal skills

Ability to work effectively and collaboratively with internal and external stakeholder groups.

Ability to work independently or as part of a team in a fast-paced multi-project environment globally.

Ability to effectively manage multiple assignments and priorities.

Ability to develop and maintain good working relationships with business sponsors, business partners and technical staff globally.