CRM ERP Digital Ops

Department: Administration Group

Role Title: Digital Operations & Implementation Specialist

Reports to: Administration Group Manager - Allendale, NJ

Salary Range: $75,000 - $90,000

Position Summary

The Digital Operations & Implementation Specialist supports the planning and implementation of core digital platforms, with a focus on CRM, SYSPRO-integrated workflows, and the Digital Service Platform (DSP). In addition to operating and enhancing existing systems, the Specialist helps research, design, and pilot new digital services that connect these platforms with existing business processes and support future business expansion.

This role combines light research and solution design, project planning support, technical configuration and integration work with project coordination, training, and user support. The Specialist configures and maintains applications, supports and monitors data flows between systems, assists with integrations, and helps ensure that digital tools are usable, stable, and adopted across the business to better utilize data and grow digital services. The role works closely with IT, the SYSPRO System Manager, and business stakeholders.

Essential Duties & Responsibilities

• Digital Project & Integration Leadership
• Act as day-to-day lead for cross-functional digital initiatives involving CRM, SYSPRO integrations, DSP, and related platforms.
• Translate business requirements into structured user stories, configuration tasks, and vendor tickets.
• Coordinate work between internal stakeholders, IT, SYSPRO, and external implementation partners.
• Plan and support system testing (SIT/UAT), including test case definition, execution, issue tracking, and sign-off.
• Application Configuration, Data Model & Environment Management
• Configure and maintain business applications (e.g., CRM, DSP) within defined governance frameworks.
• Maintain a clear understanding of the data model and key relationships (e.g., customer, machine, order, ticket) across CRM/DSP and their touchpoints with SYSPRO.
• Support controlled data activities such as imports/exports, data clean-up, and standardization of picklists and naming conventions.
• Dashboards, Reporting Setup & Data-Flow Support (Non-Analytical Ownership)
• Build and maintain standard reports and dashboards in CRM/DSP/other tools according to definitions provided by management and business owners.
• Perform intermediate data work as needed (e.g., exports/imports, reconciliations, basic queries or advanced Excel) to validate data quality and support reporting or integration troubleshooting.
• Training, Communication & Adoption
• Design and deliver user training for new systems, features, and process changes (group sessions, virtual sessions, and one-on-one support).
• Develop and maintain user-facing documentation, quick reference guides, and short process maps.
• Monitor adoption indicators (e.g., CRM usage, completion of key fields, adherence to workflows) and recommend targeted training or process adjustments.
• Cadence, Governance & Continuous Improvement
• Support the Administration Group Manager in running a regular Digital Operations & Innovation cadence (e.g., monthly/quarterly review meetings) to review backlog, priorities, and adoption.
• Identify opportunities to streamline workflows, reduce manual work, and increase consistency across regions or departments.
• Stakeholder Collaboration & Support
• Serve as a key point of contact for business users on digital process and tool questions (distinct from hardware or infrastructure issues handled by IT).
• Build strong working relationships with Sales, Service, Operations, Finance, and other departments to understand needs and pain points.
• Provide clear, concise updates to leadership on project status, risks, and dependencies.
  
  

Qualifications

Education & Experience

Must-have (minimum Requirements)

• Bachelor's degree in Information Systems, Business, Computer Science, Engineering, or a closely related field; OR an equivalent combination of education and relevant work experience.
• 4-7 years of experience in a CRM/ERP admin, business systems, or digital platforms role (e.g., CRM administrator, business systems analyst, digital implementation specialist).
• Demonstrated experience working with data in a structured way (e.g., imports/exports, data cleansing, reconciliations, advanced Excel, or basic query/report building).
  
  

Nice-to-have (strong preferences)

• Direct experience with Salesforce or a comparable enterprise CRM platform.
• Experience working in an environment with an ERP system such as SYSPRO (or similar), especially where CRM/ERP data needs to stay aligned.
• Familiarity with APIs and integrations and experience configuring or supporting low-code automation tools.
• Experience designing and delivering user training or creating system/process documentation and SOPs.
  
  

Skills & Competencies

• Strong understanding of core business processes (e.g., sales, service, operations) and how they are represented in digital systems and data models.
• Proven ability to translate business needs into system changes (requirements ? configuration ? testing ? rollout).
• Solid analytical and problem-solving skills; able to investigate issues across configuration, data, and integrations and propose practical solutions.
• Comfortable leading training, workshops, and user communications around digital changes, with a clear and patient teaching style.
• Effective communicator with the ability to work across both technical and non-technical stakeholders and explain technical topics in simple terms.
• High attention to detail, with strong organizational skills and the ability to manage multiple initiatives, requests, and deadlines in parallel.
  
  

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