CRM Support Analyst

Company: Apex Systems
Location: Milwaukee
Posted on: February 24, 2021

Job Description:

Our great client in Downtown Milwaukee has an immediate opening for a CRM Support Analyst. This position would sit remote until the campus opens back up after Covid and then onsite is needed. If you are interested please apply with resume to . Description: As an Associate Engineer (CRM Tier 1), you will be directly supporting the Field Experience as it relates to the Complex eCRM Platform (includes Posting+, FRM, Insights/Book of Business, and Goal Setting Experience). In addition to being a voice of the user across the eCRM Product team, You will be working directly with a wide variety, Field and Home Office users, both helping to resolve their technical questions and issues and to help them leverage the eCRM Platform to maximize their effectiveness, efficiency and productivity. You will be responsible for communicating complex technical scenarios and concepts to users and the eCRM product team, as more than 75% of the CRM platform users are proficient or advanced. You will be engaged on the eCRM Engineering/Product team helping determine functional specifications and delivering the development of quality applications/systems while striving to minimize cost and optimize maintainability, performance, and availability. In support of the service management team, your duties will include researching & responding to support incidents (including phone support, chat, self-reported incidents, community) from the Field/Home Office related to their usage of the Enterprise CRM Platform, as well as configuration and troubleshooting of the Microsoft Dynamics 365 Outlook addin, mobile apps and related business applications. You will be responsible for extracting data and reports using complex queries within Dynamics 365 and PowerBI. Further, supporting service level expectations and agreements, your responsibilities will include gathering and reporting various metrics. In order to facilitate efficient sharing of knowledge, you will prepare and maintain applications/systems knowledge and documentation. You will utilize Jira to help manage the team's backlog of project and discretionary work. Above all, you are a strategic thinker; you take ownership of issues, are self motivated and able to independently prioritize and move between diverse tasks with cooperation and persistence to motivate and bring out the best in those around you and help meet the needs of our users and the eCRM Product Team Bachelor's degree in Computer Science, Information Systems or related field, or an equivalent combination of education and work experience. Preferably a 3.0 GPA or at least 3 year of development or engineering experience beyond college --- At least 3 years Customer Relationship Management administration and/or development experience required, preferably Microsoft Dynamics 365. --- At least 3 years' experience with Zendesk and Jira functions, or equivalent experience required --- Responsible for staying current with enterprise standards, industry standards and technologies, methodologies and best practices --- Strong technical aptitude and ability to logically analyze and creatively solve issues independently --- Cloud practitioner certification (Microsoft Cloud Fundamentals and/or Azure Preferred) --- Ability to effectively communicate both verbally and written and maintain confidentiality with sensitive customer and internal information --- Strong interpersonal skills and ability to work effectively with immediate team members, other IS areas, and clients in other departmentNice to have: Previous Microsoft CRM Dynamics experience or other CRM experience.EEO EmployerApex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or - provided by Dice

Keywords: Apex Systems, Milwaukee , CRM Support Analyst, Professions , Milwaukee, Wisconsin