Business Analyst (CRM)

Job Description:

Position Title: CRM Business Analyst

Position Overview
We are seeking a dynamic and experienced CRM Business Analyst to support our Microsoft Dynamics 365 CRM across a global manufacturing organization. This role is critical in ensuring effective user adoption, driving process optimization, and enabling data-driven decision-making through robust reporting and collaboration with cross-functional teams worldwide. The CRM Business Analyst will bridge the gap between business needs and technical execution, ensuring our CRM platform evolves in alignment with global business strategies.

Key Responsibilities
1. Requirement Gathering & Analysis
 Collaborate with global stakeholders to collect and document business
requirements.
 Translate business needs into detailed functional specifications for CRM
system enhancements.
2. CRM Configuration, Optimization & System Enhancements
 Document, refine, and optimize Microsoft Dynamics 365 CRM to align with
global business requirements.
 Configure CRM for multi-country, multi-currency, and multilingual operations.
 Identify and implement CRM process improvements to enhance efficiency,
usability, and system performance.
 Work with developers and vendors to implement features and integrations
aligned with global business processes.
 Address CRM functionality specific to manufacturing processes, including
custom equipment sales and aftermarket services.
3. User Adoption & Training
 Develop user-centric training materials, conduct workshops, and provide
hands-on support to drive adoption.
 Act as a CRM ambassador to promote consistent usage, best practices, and
system benefits across departments and regions.
 Develop and implement metrics to measure CRM usage, user satisfaction,
and system efficiency.

 Conduct user surveys and collect feedback for continuous improvement.
4. Reporting & Data Analysis
 Design and generate dashboards and reports for sales, marketing, and
service functions using CRM tools and BI platforms (e.g., Power BI, Tableau).
 Monitor data integrity and quality; perform root cause analysis and develop
corrective action plans where needed.
 Create and maintain reports to track user activity, adoption rates, and system
performance.
5. Global Collaboration & Communication
 Partner with global IT teams (CSS IT and Vancouver IT) to align CRM projects
with company objectives.
 Facilitate communication between regional users and centralized IT teams to
prioritize enhancements and support needs.
 Support expansion of global IT support coverage and ensure seamless
integration across all regions.
6. Project Management Support
 Contribute to CRM project planning, risk assessment, and progress tracking.
 Ensure CRM-related initiatives are delivered on time and within scope.
7. Compliance & Governance
 Support data privacy and compliance efforts, ensuring CRM processes
adhere to international regulations (e.g., GDPR).
 Maintain documentation on data governance, user roles, and access control.
Qualifications
Education & Experience
 Bachelor’s degree in business, Information Systems, Computer Science, or
related discipline.
 5–7 years of experience as a CRM Business Analyst in a multinational
manufacturing organization.
 Strong skills in data visualization and reporting tools such as Power BI or
Tableau.
 Excellent interpersonal and communication skills with a global mindset.
 Proven ability to lead user training and change management initiatives.

Technical Skills
 Expertise in Microsoft Dynamics 365 CRM configuration and customization.
 Strong understanding of CRM applications in manufacturing processes (sales
forecasting, spare parts management, aftermarket services).
 Proficiency in data visualization and reporting tools such as Power BI or
Tableau.
 Familiarity with global IT systems and integration challenges.
Soft Skills
 Exceptional interpersonal and relationship-building skills.
 Ability to communicate effectively with non-technical stakeholders.
 Strong analytical and problem-solving capabilities.
 Adaptability and collaboration within global, cross-functional teams.
 Outgoing and approachable personality suited to diverse stakeholders.
Key Metrics for Success
 Increased CRM adoption and usage as measured by activity reports and user
surveys.
 Enhanced usability and streamlined workflows in CRM interfaces.
 Successful collaboration with global IT teams to address multi-country CRM
challenges.
 Delivery of measurable improvements in CRM functionality and user
satisfaction.
Additional Information
This role requires collaboration with teams across various countries and time zones.