CRM and BI Support Analyst

hace 2 semanas


San José, San José, Costa Rica Emerson A tiempo completo

The CRM And BI Support Analyst ensures the successful implementation and adoption of integrated tools, techniques and processes as agreed by the Actuation Technologies and Global CRM Functional Team.


Responsibilities include:

  • Resolve issues requiring simple explanations and user training
  • Ensures communication with ITSS and Program Management Teams to enable timely resolution of issues
  • Track reported issues and ensure effective and timely resolution
  • Work with World Area CRM support team to resolve issues.
  • Consolidates system improvement requirements raised by CRM users
  • Participates in the functional business requirement analysis and Functional Requirements Specifications for system changes and new functionalities
  • Build new requirements. Be able to host and discuss details of requirements coming from users.
  • Understand the different tools that works with or integrates with CRM. Includes but not limited to APIs, EBS Integration, Online Store Integration, EET Integration, Bot Automations, Enovia and Genesys tools.
  • Provide BI support in the creation and maintenance of PowerBI dashboards and help maintain the integrity of the data
  • Assist in the requirement definition for standard reports and analytics
  • Assists the users in the process or requesting a new report/dashboard
  • Develop required dashboards using PowerBI connected to CRM tables
  • Support the users in the use and interpretation of the reports
  • Provide guidance to the user community for the data cleanup activities
  • Ensure the data entered is regularly checked and kept up to date
  • Analyze user Import request and prepare CSV files for Mass Imports and Updates.
  • Assist users in using Excel Templates to use in performing import files.
  • Other duties as assigned

Knowledge, Skills and Abilities:

  • CRM On Demand, Sales Cloud, Service Cloud, upgrade or implementation experience at least 2 years
  • Solid understanding of Sales and Marketing processes and methodologies
  • B.A. or B.S. or similar (IT, IS, Computer Science, Computer Engineering or similar) or 12 years of experience in CRM as Administrator or User
  • Microsoft Office Software knowledge (Power Point, Excel, Word, Power BI)
  • Intermediate PowerBI and Excel Skill Level
  • Must be able to communicate clearly and concisely, both orally and in writing
  • Excellent English Skills
  • Ability to travel globally
  • Strong leadership and time management skills with the ability to prioritize, handle multiple tasks and meet deadlines
  • Possess strong analytical, communication and organizational skills
  • Passionate about Design Thinking and creating outstanding user experiences
  • Structured thinking with strong issuebased problemsolving skills
  • Ability to plan and manage short and longterm projects
  • Ability to work with people in varied organizational relationships
  • Ability to maintain confidential information

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