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Position Title: CRM Business Analyst

Position Overview

We are seeking a agile 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

- Requirement Gathering & Analysis

 Collaborate with global stakeholders to collect and document business requirements.

 Translate business needs into detailed functional specifications for CRM system enhancements.

- 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.

- 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.

- 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.

- 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.

- Project Management Support

 Contribute to CRM project planning, risk assessment, and progress tracking.

 Ensure CRM-related initiatives are delivered on time and within scope.

- 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.

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