MS Dynamics Service CRM Analyst

Job Description

As a member of the Enterprise Architecture team, the MS Dynamics CRM Analyst will help execute Fortune Brands Innovation’s technology strategy in alignment with business needs and priorities. The CRM Analyst will collaborate closely with technology teams and business teams to enable our fast-paced business to grow and evolve. Working with a high-performance team, the focus will be on the timely design and delivery of CRM and Enterprise Apps initiatives using modern lean application development.

Position location: Hybrid (onsite Tuesday, Wednesday, Thursday) out of one of our key office locations in: Maumee, OH, North Olmsted, OH or Deerfield, IL.  

RESPONSIBLIITIES:

• Collaborate with stakeholders to understand business requirements and translate them into technical specifications.
• Collaborate with cross-functional teams to integrate MS Dynamics CRM with other systems and tools, such as ERP systems, marketing automation platforms, and customer support tools.
• Collaborate with IT and business teams to develop governance policies, standards, and best practices for MS Dynamics Service CRM and tool administration.
• Configure and customize MS Dynamics CRM to meet the organization’s needs to support business processes and enhance user productivity.
• Provide training and support to end-users to ensure successful adoption and utilization of the CRM system.
• Serve as the primary point of contact for troubleshooting and resolving CRM-related issues and escalations.
• Manage user access, security roles, and permissions within the CRM system to ensure data integrity and compliance with security policies.
• Administer and manage other collaboration and project management tools such as JIRA, Microsoft Teams, Miro, and Smartsheet etc.
• Configure and customize these tools to meet the organization’s needs and provide training and support to users as needed.
• Identify opportunities to automate and streamline processes using automation tools like Zapier and implement automated workflows to improve efficiency.
• Stay updated on the latest features and updates in MS Dynamics CRM and other tools to provide recommendations for enhancements and optimizations.

Qualifications

• Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
• 3+ years of experience with configuration of MS Dynamics Service CRM, with a strong understanding of overall MS Dynamics CRM (D365) concepts and best practices.
• 3+ years of experience in gathering requirements from stakeholders and configuring MS Dynamics Service CRM systems to meet user needs.
• 2+ years of experience in customizing CRM entities, fields, forms, workflows, and dashboards.
• 1.5+ year of experience in Power BI and Power Automate and Dynamics 365 Customer Insights
• Proficiency with integration techniques and tools for integrating CRM systems with other business applications.
• Experience in administering and managing collaboration and project management tools such as JIRA, Microsoft Teams, Miro, and Smartsheet.
• Knowledge of automation tools like Zapier and experience in designing and implementing automated workflows.
• Strong problem-solving skills and ability to troubleshoot and resolve CRM and tool-related issues.
• Excellent communication, collaboration, and stakeholder management skills.
• Certifications in MS Dynamics CRM and other relevant tools are a plus.
• A strong background in developing and implementing software applications across multiple platforms, databases, and programming languages is highly preferred.