CRM Support Analyst

SUMMARY: The CRM Support Analyst will provide application support and maintenance to the Dolphins, Hard Rock Stadium, Miami Open, and Formula 1 Miami Grand Prix CRM users and interface with application development and Marketing to support projects through to completion.

ESSENTIAL FUNCTIONS:

Dynamics CRM Support

• Provides support functions for CRM application

• Ensures escalation within CRM development team to enable timely resolution of issues and communication to requester

• Be able to use Azure DevOps as the main tool in managing CRM bugs, issues and also be familiar with Azure DevOps in raising tickets for issues related to other integrated applications with CRM

Data Stewardship and Administration

• Provide guidance to the CRM business owners for data clean-up activities

• Design and deploy quality control and testing methodologies to ensure the accuracy

Identify & Analyze Business Requirements

• Investigates system issues reported by users with the objective of determining the root cause and identifying potential solutions

• Consolidates system improvement requirements raised by CRM users

• Participates in the functional business requirement analysis and Functional Requirements Specifications for system changes and new functionalities

• Reviews and clarifies functional requirements specifications with CRM development team

• Partner closely with, and advance the efforts of, Marketing & Sales Analytics, Business Analytics and BI Developers

ESSENTIAL KNOWLEDGE REQUIREMENTS

• 1+ year experience with Dynamics 365, Salesforce, or other Tier-1 CRM

• Basic knowledge and interest of IT technologies, best practices and project management frameworks

• Familiarity with XrmToolBox a plus

EXPERIENCE:

• Experience supporting and troubleshooting CRM end-users for an organization with multiple lines of business

EDUCATION:

• Bachelor’s degree in Information Technology or Computer Science, Marketing, Analytics or Math or other related field or fluency in JavaScript, Python, HTML, or similar

• Microsoft Dynamics, Salesforce administration or Tier-1 Email Service Provider solution certification

• Testing or Quality Control certification a plus

• Knowledge of Azure DevOps, Jira or other DevOps tools a plus

It is the policy of the Company to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, military status, genetic information, sexual orientation, gender identity or expression, or other status protected by applicable federal, state, or local law.