CRM User Support Analyst

CRM User Support Analyst

This individual will be working in a collaborate, fast-paced and friendly environment. There are regular MS Teams meetings for team members to communicate. Teams are very supportive of one another. Work is mainly individual providing direct support of users in the use of CRM applications, translate business requirements into appropriate application functionality, and support management through ad hoc reporting. The ideal candidate is tech-savvy and analytical, dealing with operational groups and in liaison with the team of developers.

Role Responsibilities:
• Direct Support of Users in the Use of CRM Applications
• Communicating with Users across capital markets with various stakeholders
• Responds to requests for assistance in the use of the applications via email or phone
• Accountable for the resolution of issues raised by users. Collaborating with Technology, investigates problems and recommends/implements solutions.
• Completes data work for projects, including data cleanup and maintenance. Develops and maintains data cleansing.
• Maintains status of user requests as part of the CM CRM Support model.
• Translation of Business Requirements into Appropriate Application Functionality, Identifies/assesses/documents business and user requirements and communicates these to the CRM team.
• Support of Users through Ad Hoc Reporting
• Responds to user requests for help on existing requests
• Works closely with Business & Client Analytics teams to action or fulfill reporting requests
• Impacts the user adoption, and quality of the application being delivered to a large user population.
• Expanding the user platform and use of CRM technology will enhance CM team productivity.

Must-Have Skills:
• Knowledge of CRM, or Capital Markets Data
• University degree/college diploma or equivalent specializing in business or technology
• 3-5 years of general business experience
• Previous experience in a user support role

Nice-to-Have Skills:
• Ability to work independently and manage one’s time
• Experience with Sales Force is an asset
• Capital Markets data knowledge desirable
• Previous experience with computer applications, such as Microsoft Word and Excel, decent excel skills

Soft Skills
• Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
• Motivated Team Player
• Ability to ask questions when in doubt
• Hard Working with effective communication