What are the responsibilities and job description for the CRM Functional Analyst Customer Relationship Management position at Integrated Technology Strategies, Inc.?
Role: Customer Relationship Management (CRM) Functional Analyst
Work Arrangement: Remote / Hybrid (as per PTC project needs)
Duration: Long-term (12 months expected)
Position Summary
Seeking an experienced CRM Functional Analyst to support the UBOS modernization initiative. This role focuses on business process analysis, requirements gathering, documentation, process reengineering, and Agile delivery support across customer service operations, account management, tolling/non-tolling services, payments, billing, reporting, and CRM solutions.
The consultant will work closely with business stakeholders, technical teams, and vendors to document requirements, create service blueprints and process flows, manage user stories in Azure DevOps, support testing activities, and ensure successful implementation of CRM-based solutions.
Key Responsibilities
Lead functional analysis activities during planning and requirements phases
Facilitate stakeholder workshops to capture As-Is / To-Be process flows
Identify gaps between current processes and best practices
Translate requirements into:
Service Blueprints
Business Process Flow diagrams
Agile Features and User Stories
Maintain documentation and work items in Azure DevOps (ADO)
Perform feasibility analysis and system improvement recommendations
Define KPIs (business rules, ownership, data sources, reporting needs)
Support development teams with functional clarifications
Develop and execute test scenarios, scripts, and test plans
Support training and end-user adoption activities
Ensure documentation complies with PTC PMO standards
Candidate should have experience in multiple areas such as:
Account Management (tolling & non-tolling)
Customer Correspondence (multi-channel)
Case Management
Payments
Billing & Invoicing
Financial Posting & Reconciliation
Reporting & Analytics
Inventory Management (transponders, certificates)
Transaction Processing / Toll enforcement / collections
Customer Service Operations (Contact Center / Back Office)
Customer Channels (portal, mobile app, chatbot, IVR, SMS, email, mail, walk-ins)
Data Migration / ETL
CRM (Microsoft CE preferred; any modern CRM accepted)
ERP exposure (SAP S/4 HANA preferred)
Must Have Skills (Required)
3 years experience as Business Analyst / Functional Analyst
Strong experience in requirements gathering & stakeholder workshops
Ability to create process flows, blueprints, and functional documentation
Strong knowledge of Agile methodology (features, user stories, backlog grooming)
Hands-on experience using Azure DevOps (ADO) for tracking requirements
Experience supporting testing (scripts, scenarios, UAT support)
Strong communication and documentation skills
Core Skills (Highly Important)
CRM experience (Microsoft Dynamics CE preferred)
Customer Service / Contact Center operations understanding
Payments / billing / transaction processing exposure
KPI definition and reporting requirements
Experience in multi-channel customer engagement systems (portal, IVR, chatbot, email)
Tolling domain experience (PTC, EZPass, back office tolling)
SAP S/4 HANA exposure (BRIM, FICA, Convergent Mediation, Analytics Cloud)
Data migration / ETL involvement
SQL reporting / visualization tools (Excel, Power BI, Figma)