D365 CRM Business Analyst

Position Summary

The position is part of the global AMF IT Application team, reporting to the Director of IT Applications of AMF, an operating company within the Markel Food Group. The D365 CRM Business Analyst is responsible for maintaining and supporting solutions in D365 CRM and applications on Azure Portal. This teammate will work closely with Sales, Field Service and Operations users. This position will also be an advisory role for senior leadership regarding Sales and Field service functions in D365 CRM.

Roles and Responsibilities

• Serve as liaison between technology and business end-users including hands on coding experience
• Identify, assess, and document business requirements, recommending business priorities and advising business on options, risks and costs versus benefits of various solutions
• Triage incidents/problems with CRM systems as they arise (as Tier I/II support), and either manage or directly perform enhancements/fixes to provide resolution satisfactory to our business partners
• Create & identify ways to improve CRM metrics and KPIs
• Write and socialize test plans, System Integration test cases and UAT test cases related to supported CRM systems and their changes
• Partner with internal global users to learn their business, business processes, challenges and objectives
• Manage projects/enhancements by gathering requirements and finalize solutions
• Manage execution of System Integration Testing and UAT related to supported CRM systems and their changes
• Support users with the in-built visualization tools for analytics and build on-demand reports or charts
• Assist with completing operational readiness (Service Transition) documentation required of all changes made to CRM systems
• Develop use cases to explain/demonstrate business requirements/specifications to the technology team
• Facilitate implementation of new functionality through communications, training sessions, demos, and the development of appropriate documentation
• Critically evaluate information from multiple sources and clearly indicate quality of final analysis
• Determine, implement, and evaluate business metrics to meet ongoing organizational or customer information needs
• Analyze and report on complex data to meet business needs.

Required Knowledge/Skills & Experience

• 6+ years of hands-on functional Dynamics 365 CRM (Sales and Field Service) experience
• Bachelor's degree in Computer Science or related field
• Preferred certifications: Salesforce Administrator, Microsoft Dynamics
• Good knowledge of project tools including Office, Visio, Issue tracking system, Visual Studio
• Experience and knowledge of Dynamics CRM cloud application
• Experience in CRM implementation and support of CRM application
• Experience/understanding of business process reengineering and business modeling concepts
• Prior experience in CRM implementation and support is required
• Strong analytical and writing skills
• Business experience a plus
• Experience configuring, creating new setups and master data import in Dynamics 365
• Ability and willingness to travel Bi- weekly to our Richmond site as well as other sites

Leadership Imperatives/Competencies

Process Improvement. Designs and implements transaction processes and systems improvements to create efficient and effective business activities through a strong understanding of key business processes and integrations.

Results Focused. Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers in the organization; very bottom line oriented and strategically focused; steadfastly pushes self and others for results. Delivers error free work and does so with a high level of integrity.

Relationship Building/Communication Skills. Demonstrates exceptional verbal skills in interpersonal interactions and instructional delivery so that intended purpose is achieved. Prepares written material that is appropriate for the audience to accomplish the intended purpose. Builds effective relationships of trust and credibility with internal customers that lead to stronger buy-in and sponsorship within their businesses.

Leads with the Values. Drives to win in a way that demonstrates values: Respect for the Individual, Uncompromising Integrity, Trust, Credibility, Continuous Improvement and Personal Growth, Recognition and Celebration

Leads Change. Drives organizational and cultural changes needed to adapt strategically to changing market demands, technology, and internal initiatives; introduces and implements new approaches to improve results by transforming organizational culture, systems, or products / services.