A.W. Chesterton Company

  • CRM Business Systems Analyst

    Location US-MA-Groveland
    Posted Date 2 weeks ago(6/13/2018 9:34 AM)
    Job ID
    1st Shift
  • Overview

    Who We Need:


    You have solid CRM experience / exposure

    You have fantastic interpersonal skills, and enjoy interfacing with customers.

    You can troubleshoot and solve problems quickly and welcome a challenge!


    Given these skills, you could work anywhere.  So why not bring your talents somewhere great? 


    How about working at a company:


    • With 130+ years in US manufacturing, whose business is still growing
    • That is led by successful, strategic, personable leaders who know your name
    • That has a significant global environmental impact with products and services that prevent and reduce industrial pollution
    • That encourages you to dedicate 5% of your on the clock time to career development 
    • That gives you a formal on-boarding program to get you on a fast path to success  
    • That offers tuition reimbursement, a global employee recognition program where you can win gift cards, a mentoring program, a paid volunteerism time-off program, a scholarship program for children of employees and many more!
    • That has people who are fun, smart, engaged and like working together to bring world-class service to our Customers every day 


    Job Summary:


    The role of the CRM Business Analyst is to globally collaborate with the business units and IT to manage the ongoing support of business applications, specifically CRM. As a CRM Business Analyst you will be responsible for developing, interpreting, reviewing, validating, documenting and maintaining business and functional requirements.


    You will evaluate business requests to determine feasibility, research and identify options and recommend solutions that best serve business needs. In addition, you may participate in acceptance testing, identify potential problems and research opportunities to minimize complexity.


    In this role you will serve as the interface between the business stakeholders and the IT team. Stay current on all Microsoft Dynamics CRM features/ Office 365 solutions. This includes, but is not limited to defining system components, component interactions and interfaces, and the technologies and resources to be used with the business solutions.




    • Partner with the business processes as customer advocate and technical consultant. Asses end user needs and evaluate proposed system related projects to improve customer satisfaction and experience.
    • You will be responsible for demonstrating your drive for results in meeting facilitation, collaborating, conflict resolution and obtaining your desired results from team members
    • Utilize expertise of application features to recommend solutions that meet business requirements and resolve questions related to process changes impacting CRM and related applications
    • Provide CRM insights to develop product roadmaps; assessing the suitability of features and/ or IT to ensure technical solutions meet current and future business objectives.
    • Design and Maintain workday dashboards, scorecards and reports
    • Provide ongoing system support, make decisions that best resolve product related issues and appropriately escalate issues that require IT/Microsoft support
    • Develop and maintain documentation, including process workflow diagrams, detailed business requirements and reports, etc.
    • Create testing plans for implemented software and provide training on software changes, when appropriate
    • Stay abreast on updates and new releases in CRM technologies (Microsoft’s and its competitors)
    • Educate end-users on CRM functions
    • Maintain and monitor inbound and outbound integrations
    • Support the organization in maintaining a work environment that is focused on customer experience, quality, fosters learning, respect, open communication, collaboration, integration and teamwork
    • Liaise with global stakeholders to adopt new functionality, as needed To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/ or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

    Essential Skills: 


    • Strong interpersonal skills, technical curiosity as well as communication skills (both written and oral) will be important.
    • Proven experience generating system and/ or custom reports and workflows in Dynamics CRM or D365 or salesforce or equivalent CRM application
    • Experience developing documents for business requirements and process workflow diagrams
    • Strong technical aptitude, curiosity and the ability to learn new processes and systems quickly
    • Must be able to work independently as well as in a team, effectively manage multiple priorities and solve complex problems
    • Must possess excellent organizational skills coupled with strong analytical and quantitative background
    • Must be self-motivated and directed, and possess the ability to think critically
    • Effective presentation and negotiation skills to manage a broad range of stakeholders
    • Excellent interpersonal, written and verbal communication skills to build and maintain positive relationships across the organization
    • Knowledge of SDLC, MS Office, systems software, operations, PC’s and web services 

    Education and/or Experience: 


    • Bachelor’s degree in engineering, or related field, advanced degree preferred
    • 3+ years of experience working with Sales force or Microsoft Dynamics CRM or D365 or other equivalent CRM application 

    Other Skills and Abilities: 


    • Independent worker, self-guided, proactive employee desired
    • Team player, comfortable in an Agile/ Scrum environment
    • Keeps current on technology, enjoys learning new things
    • Effectively work with team members and participate in a constructive collaborative manner
    • Ability to read, analyze and interpret technical procedures or governmental regulations
    • Ability to write reports, business correspondence and procedure manuals
    • Ability to effectively present information and respond to questions from business users
    • Ability to travel globally 

    Physical Demands:


    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is occasionally required to stand, walk, sit, talk or hear and reach with hands and arms. Specific vision abilities required by this job include close vision. Moderate noise (i.e.; computer printers, traffic) exists daily in the work environment.


    All of A.W. Chesterton Company employment is contingent upon successfully passing a background check, drug test, and the respective medical surveillance requirements.


    Chesterton is an equal opportunity employer  M/F/V/D




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