CRM Systems Analyst

hace 1 semana

Madrid, Madrid, España Brambles Group A tiempo completo

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers.

We employ 11,000 people and operate in more than 55 countries.

Through our pioneering and sustainable share-and-reuse business model, the world's biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.


What does that mean for you? You'll join an international organization big enough to take you anywhere, and small enough to get you there sooner.

You'll help change how goods get to market and contribute to global sustainability. You'll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model

Job Description:

Position Purpose


Responsible for the delivery and support of the portfolio of IT solutions and services to meet the Brambles global functional CRM needs.

This role requires solid knowledge of CRM functions across marketing, sales, and service with specific focus in areas like contract lifecycle management, customer insights & experience (feedback surveys & customer loyalty).

Major / Key Accountabilities

  • Lead functional analysis and documentation of business requirements & enhancements including user stories, integration design and functional design.
  • Document and deliver business requirements and enhancements in an agile iterative approach while adhering to governance and quality standards.
  • Provide support for internal and external customers including troubleshooting, identifying system and process improvements, and introducing new technology as appropriate.
  • Analyse and diagnose data quality or system deficiency issues while providing options for resolution.
  • Support system extracts, enhancements, and other ongoing support tasks as appropriate.
  • Negotiate, commit to, and control project schedules for his/her own deliverables.
Key Contacts

  • Internal_
  • Business Relationship Management
  • Business Analysts
  • External_
  • Application Vendors
  • 3rd Party Service Providers

Qualifications:

  • BS in Information Systems, Computer Science, MIS, Engineering, Mathematics, Business, and/or relevant work experience (foreign degree equivalent accepted).
Experience
years of IT experience with at least 3 years working in agile methodology.

  • 3+ years in delivering Salesforce implementations with at least one end to end implementation.
  • 3+ years in configuration & customization of Salesforce Lightning platform.
  • 1+ year in working with a Salesforce native or app exchange contract lifecycle management and/or customer survey tools_._
Skills and Knowledge

  • System Configuration & Maintenance.
  • Application Layer Security Maintenance (User Profiles, Roles, Security & Access Settings).
  • Creation of custom objects, fields, formulas, validation rules, workflow, and escalation.
  • Implement Salesforce functionalities including custom platform development (Apex, Visualforce, Lightning Components & Development).
  • Data Quality including data import/export & duplicate record evaluation/merge.
  • Deploying reports and complex dashboards to support BI and adhoc reporting.
  • Maintenance and integration of third party plugins and solutions.
  • Rationalization of bespoke functionality.
  • Experience working with contract lifecycle management tools such as Salesforce CLM, Conga, Zycus, Apttus etc.
  • Experience working with customer insights tools such Qualtrics, SurveyMonkey, Medallia etc.
  • Demonstrated experience leading functional analysis and documentation of business requirements & enhancements including Functional Design Documentation and detailed specifications, Gap Analysis, Use Cases, and Training documentation in accordance with standard CRM, global governance, and quality assurance best practices.
  • Background in supporting internal security reviews and external vendor audits.
  • Strong knowledge of Systems Development Life Cycle (SDLC) and proficiency in multiple delivery methodologies (e.g. agile, waterfall).
  • Significant experience negotiating requirements, estimating scope, and management of project schedules for his/her own deliverables.
  • Extensive knowledge of CRM business process including but not limited to Marketing / Sales Funnel and methodologies, CPQ and Agreements, Customer Onboarding, Account Maintenance, Territory Management, Call Center technologies, Service Management, Customer Master Data Validation.
Languages

  • Essential_
  • English
Preferred Education

Bachelors

Preferred Level of Work Experience

  • 5 years


We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential.

This means harnessing the unique skills and experience that each individual br

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