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About this position

The Senior Functional Consultant for CRM Software (Salesforce) will be responsible for gathering requirements, analyzing and documenting processes, configuring and customizing systems, testing and quality assurance, training and support, data management, reporting and analytics, continuous improvement, and more.

Responsibilities

• Collaborate with business stakeholders to understand and document their CRM system requirements.
• Conduct client interviews, workshops, and surveys to elicit detailed business needs.
• Analyze and document current business processes related to customer relationship management.
• Create detailed functional and technical specifications based on gathered requirements.
• Work with CRM software (Salesforce) to configure and customize the system to meet business requirements.
• Collaborate with development teams for any required customizations or integrations.
• Develop and execute test plans to ensure that CRM solutions meet specified requirements.
• Identify and resolve issues through thorough testing and collaboration with development teams.
• Provide training sessions for end-users on CRM system functionalities.
• Offer ongoing support and troubleshooting for CRM-related issues.
• Ensure the accuracy and integrity of CRM data by implementing and maintaining data quality measures.
• Collaborate with data teams to define and implement data migration strategies.
• Develop and maintain reports and dashboards to support business intelligence and decision-making.
• Identify opportunities for data-driven insights to enhance business processes.
• Stay updated on CRM industry trends and best practices.
• Propose and implement enhancements to the CRM system to improve overall business efficiency.

Requirements

• Bachelor's degree or Master's degree in Computer Science or Any related fields
• Minimum of 5-7 years of experience in a Business Analyst role, with a strong focus on CRM systems.
• Deep understanding of CRM systems such as Salesforce, Microsoft Dynamics, etc., and their functionalities.
• Analytical thinking, able to identify customer needs, pain points, business value, and translate them into User Stories.
• Proficiency in data analysis tools (SQL, Excel, BI tools) to extract insights from CRM.
• Experience in managing CRM implementation projects, including planning, execution, and monitoring.
• Excellent verbal and written communication skills to interact with stakeholders at all levels.
• Strong analytical and problem-solving abilities to address complex business challenges.
• Ability to work quickly and efficiently, manage time and deadlines, and adapt to ever-changing priorities.
• Certification in BA or CRM such as ECBA, BCS, PMI-PBA, Salesforce, Dynamics 365 Certificate, etc., would be receiving special consideration.
• Ability to learn an application setup and build a condition, proficiency in Salesforce configuration knowledge will be given significant consideration.
• Understanding of data integration principles and experience with CRM data integration projects.
• Basic technical knowledge related to software development, such as databases and APIs.
• Conduct functional testing.

Benefits