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CRM Administrator

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The Sales and Marketing Operations team is seeking a Business Analyst, SFDC CRM Administrator to administer the SalesForce.com system. This role will entail multiple facets of business operations including CRM system enhancements, data analysis and reporting, and CRM system daily operations such as data mapping, data loads, process documentation, testing, launching, and training. This requires interaction with various internal teams using the system including, but not limited to, Sales and Marketing Operations, Sales and Retail Services as well as IT. The CRM administrator is expected to review business requirements and provide best practice implementation recommendations to the business owners.



Key Job Responsibilities:

 Perform administrative functions, system configuration changes, and production updates for the CRM systems including understanding, analyzing and executing configuration changes to business objects, page layouts, and workflows.

 Evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and translate them into technical requirements.

 Support daily operations and research as needed on escalated issues such as dealer metrics, Service Requests, and Lead generation.

 Review business requirement documents, and develop action item lists, use cases, test scripts and contingency plans according to standard templates, using natural language.

 Proactively communicate with external and internal customers to analyze information needs.

 Successfully engage in multiple initiatives simultaneously.

 Work independently with users to define concepts and under direction of project managers.

 Excellent verbal and written communication skills and the ability to interact professionally with a

diverse group, managers, and subject matter experts.

 Serves as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.

 Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.

 Act as a liaison between the business units, technology teams and support teams.

Qualifications:

 Bachelor's degree or Associates Degree in Computer Science, Information Systems, Systems

Development and 2+ years relevant administration experience with Salesforce.com CRM

 Salesforce.com Administrator certification required. Other Salesforce.com certifications a plus.

 Demonstrated ability to analyze issues and design appropriate solutions.

 Demonstrated ability to create workarounds to meet business needs and leverage sales systems.

 Proficient with Microsoft Office applications with expertise in Excel and Access.

 Experience with reporting tools such as Cognos, SAP, Oracle CRM On Demand or

SalesForce.com analytics a plus.

 Excellent communication skills, including the ability to tailor communication to audience to

achieve desired results, and the ability to communicate effectively to Management.

 Strong problem solving and analytical skills, including a qualitative and quantitative skill set.

 Capacity to multi-task and prioritize effectively.

 Ability to establish strong working relationships within cross-functional team and utilize resources

to complete daily tasks.

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