CRM Business Analyst

Job Description

Overall responsibility to analyze and define the business processes, related operational procedures and working methods for the assigned domain

Identify opportunities for system efficiency improvements and review them with the Business Process Owner (BPO) for approval.

Challenge the local business requirements to accept the current D365 functionalities as standard with limited exceptions

Gather business requirements, deliver the required acceptance criteria, and discuss these with the Group IT analysts where applicable to understand the impact on the system set-up

Test the provided development solutions (RFC’s), evaluate the functionality and fit to the acceptance criteria together with the domain lead

Assist in training of local key users on D365 specifically CRM

Provide support to the data cleaning team (Ukraine) (normally done before an entity goes live) and support processes to maintain data quality

Work with the Ukraine team to provide Hypercare support after roll-outs

Provide second line support after hypercare (i. e . review issues of go live countries, find solutions, analyse root cause) and provide support to the Ukraine team on CRM tickets raised.

Support the key users in the definition and gathering of the user acceptance test scenarios

Provide key user Support during the User Acceptance Training

Update domain work instructions when applicable

Provide day to day operational support/guidance to the commercial entities where required

Overall responsible for the yearly Customer Survey Project

Access control - CRM roles

Ad hoc projects as and when required

Required competencies:

In depth knowledge of the business processes - CRM specifically and understanding the integration into F&O

Soft skills:

Good Communication

Critical thinking

Problem-solving

Negotiation skills

Team player skills