<p>General Summary</p> <p>The CRM Business Specialist is responsible for configuring CRM fields, supporting user guides, managing Salesforce environments, and maintaining data integrity across both platforms. The specialist will also assist in testing, monitor feature releases, and collaborate with various teams to ensure effective CRM functionality.</p> <p>Essential Functions</p> <p>DYNAMICS CRM</p> <ul> <li>Configuration of new CRM fields, forms & workflows for business users. </li><li>Works alongside business units and the CRM IT Team to develop requirements, configurations and deployment for new fields in Dynamics CRM based on business unit requirements and use cases. </li><li>Works with CRM business product-owner to prioritize new features and document requirements in Jira. </li><li>Participates in knowledge transfer exercises to gain project context and understanding of processes. Includes seeking direct training from Microsoft and seeking certification or CE. </li><li>Supports Dynamics CRM maturity. </li><li>Assists in the creation and maintenance of user guides for business units. </li><li>Attends relevant CRM project meetings (daily standups, reviews, backlog refinement, etc.). </li></ul> <p>SALESFORCE</p> <ul> <li>Oversees the business administration of Salesforce production and test environments including management of creation and maintenance of user IDs as needed. </li><li>Provides support for the existing Salesforce licensing solution and workflow (NIPR & CONGA). </li><li>Partners with Corporate Services and other business units to maintain source data in Salesforce, including data uploads (i.e.: Change Underwriter Assignments). </li><li>Troubleshoots as needed. </li></ul> <p>BOTH PLATFORMS</p> <ul> <li>Monitors and communicates the feature release schedule for Salesforce and Dynamics. </li><li>Develops and maintains business unit dashboards out of Salesforce and Dynamics CRM, including report creation to validate Corporate Communications agent marketing. </li><li>Assists in the testing of new use cases as needed to ensure system functionality and reliability. </li></ul> <p>OTHER DUTIES</p> <ul> <li>Works alongside the Business Analytics Team to manage data sync processes between systems. </li><li>Assists Corporate Services with the user administration of the Agent Access test region. </li><li>Serves as Customer Experience (CX) back-up to provide redundancy and additional capacity. </li><li>Performs other duties as assigned. </li></ul> <p>Working Conditions</p> <ul> <li>Normal office working conditions. </li><li>Sitting for extended periods of time. </li><li>Regular use of computer and associated visual concentration and eye fatigue. </li></ul> <p>QUALIFICATIONS</p> <p>Skills and Abilities</p> <ul> <li>Expertise in Microsoft Dynamics CRM and Salesforce. </li><li>Ability to configure CRM fields, forms, workflows, and user guides. </li><li>Proficiency in managing data integrity, data uploads, and user administration. </li><li>Strong problem-solving skills to address system issues. </li><li>Ability to develop and maintain dashboards, create reports, and validate data. </li><li>Experience in testing new use cases and monitoring feature releases. </li><li>Ability to work with various teams, including business units, IT, and Corporate Services. </li><li>Proficiency in documenting requirements and maintaining user guides. </li><li>Ability to conduct knowledge transfer exercises and train users. </li><li>Ability to participate in project meetings and provide effective communication of updates. </li></ul> <p>Education/</p> <p>Experience Requirements</p> <ul> <li>A degree in Business, Information Technology, Computer Science, or a related field OR equivalent related work experience. </li><li>Relevant CRM certifications such as Salesforce Administrator, Microsoft Dynamics 365 Certification, or other platform-specific certifications are preferred. </li><li>Knowledge in configuring and managing CRM systems, particularly Microsoft Dynamics CRM and Salesforce. </li><li>Experience in troubleshooting issues and providing support for existing solutions. </li></ul> <p>SUPERVISION</p> <p>Supervision Received</p> <ul> <li>Work is judged primarily on overall results with much choice of method. </li><li>Frequently develops and leads methods to achieve desired results. </li></ul> <p>Supervision</p> <p>Exercised</p> <ul> <li>None. </li></ul>