Responsibilities :

• Support the CRM team on projects and production support.
• Work with business users and the Applications Team to identify, prioritize and document requirements for CRM technology enhancements and workflow improvements.
• Work closely with customers, colleagues, and other stakeholders to identify and maximize opportunities to use digital technologies to improve business processes and support critical business strategies.
• Manage day-to-day CRM data operations, including process diagrams, use cases, control points, data integrity, data reconciliation, etc. for multiple Salesforce clouds and any related CRM application.
• Coordinate system design activities and perform business/system impact analysis on initiatives to introduce, modify or upgrade to the CRM applications.
• Provide technical support in the planning, development and implementation of CRM integration efforts with other enterprise applications.
• Design, configure, test and deploy changes to CRM database fields, screens, workflows, reports and dashboards.
• Develop custom CRM reports and dashboards requested by the business application team.
• Train business support team users on new CRM applications and changes to system features.
• Administer CRM security rights and user/group roles across all business divisions.
• Provide expert system administration support for the CRM applications across all business divisions, including researching and troubleshooting application issues, replicating issues in the test environment, performing hot fixes, and coordinating enhancements.
• Excellent business engagement / partnership skills. Must be adept at talking both in business and technology terms.

Qualifications:

• Bachelor's degree in IT, computer science, engineering, math, business or equivalent technical job experience
• 3 years’ experience with supporting a CRM applications in FMCG, Pharmaceutical or Retails
• Experience with CRM projects, including gathering and documenting business requirements, designing and configuring forms, developing workflows, reports and dashboards, and troubleshooting application errors
• Bachelor’s degree in Computer Science or equivalent technical job experience.
• Demonstrated experience in CRM workflow design, custom configuration, integration, and report development.
• Excellent verbal and written communication skills.
• Excellent analytical, facilitation and collaboration skills.
• Highly organized ability to think creatively, highly driven and self-motivated.
• Team player with the ability to work effectively with changing priorities in a dynamic and global environment.
• Detail oriented with strong analytical skills and problem-solving skills.