Job Purpose

The Sr. CRM Platform Analyst is responsible for the administration of the CRM platform. This includes maintenance, system enhancements/upgrades, and ensuring data integrity. The Sr. Analyst will work with other members of the team in maintaining the database and act as one of the primary contacts for the CRM application. The Sr. Analyst will assist with identifying opportunities to improve efficiencies and recommend/implement solutions, as well as maintain proper documentation of best practices for standard operating procedures. This position will also assist with the development of test criteria and verifying test output for upgrades and enhancements.

Essential Responsibilities

• Responsible for the completion of projects within specified time and budget.
• Manage and coordinate new functionality release notes to the user community.
• Participates in analysis of the CRM platform and recommends enhancements and solutions. Documents business requirements, activity diagrams and detailed process flows and tracks and resolves business and technical issues.
• Responsible for ongoing administration and maintenance of the CRM platform.
• Provide primary support to Jackson customer base.
• Facilitate process of gathering requirements from initial concept to formal acceptance by stakeholders.
• Assists with the development of test criteria and verifying test output for upgrades and enhancements.
• Develop processes and procedures to support overall departmental goals and objectives.
• Provides training and mentoring to associates and acts as a Subject Matter Expert for the CRM platform.

Knowledge, Skills and Abilities

• Knowledge of the financial services industry and its products a plus.
• Familiarity with Agile system development methodology practices.
• Strong written and verbal communication skills.
• Strong PC skills including Microsoft Excel and Access.
• Effective time management skills.
• Ability to work under pressure.
• Ability to work with all levels within the organization.
• Strong customer service orientation.
• Ability to multi-task.
• Must be detail oriented.
• Demonstrated ability to link/integrate data from multiple data sources

Qualifications

• Bachelor's Degree or equivalent work experience required.

• 3 - 5 years of CRM platform administration experience required.

• Development experience in both Microsoft Dynamics and Salesforce CRM platforms preferred.