Job Summary: The Sr Systems Analyst – CRM serves as a subject matter expert for assigned CRM applications and related business processes. This role supports, configures, and improves CRM capabilities while partnering with business stakeholders to translate operational needs into practical, reliable, and scalable system solutions. The position leads enhancements, complex troubleshooting efforts, and assigned project deliverables and contributes to requirements gathering, solution design, testing, documentation, knowledge transfer, and continuous improvement. The Senior Systems Analyst also provides technical guidance to less experienced professionals while escalating broader platform strategy, architectural decisions, and cross-functional risks as appropriate.
Job Responsibilities:
CRM Configuration & Application Support
- Serve as the recognized subject matter expert and functional authority for assigned CRM applications and business processes, providing guidance on complex configuration, solution design, system capabilities, and application standards across accounts, contacts, activities, opportunities, cases, workflows, business rules, security, reporting, and related capabilities.
- Own the design and configuration of complex CRM capabilities and solutions, establishing configuration standards and ensuring solutions are scalable, supportable, and aligned with broader application and business requirements.
- Provide technical leadership for the resolution of highly complex or cross-functional CRM issues, determining appropriate solutions and serving as an escalation resource for lower-level analysts and support resources.
- Evaluate application roadmaps, vendor releases, security requirements, and emerging capabilities and recommend changes to CRM standards, functionality, and priorities based on business needs and platform impacts..
Business Solutions & Continuous Improvement:
- Partner with Sales, Customer Service, Commercial Finance, Marketing, Operations, and IT leadership to evaluate complex business requirements, challenge existing processes, and define CRM solution approaches that support cross-functional and longer-term business needs.
- Lead the design and continued development of customer-focused CRM capabilities, including the customer 360 framework, integrating customer data, interactions, contracts, pricing visibility, complaints, projects, volume history, and commercial performance information.
- Own identification and design of significant CRM process improvements and automation opportunities, establishing scalable solutions that reduce manual work, strengthen controls and auditability, and improve business-process effectiveness.
- Analyze system usage, adoption, support patterns, and performance indicators and establish improvement recommendations and priorities for assigned CRM capabilities, advising business and IT leadership on opportunities to increase platform value..
Enhancements, Projects & Data Management:
- Lead significant CRM enhancements, complex initiatives, and assigned project workstreams from requirements and solution design through configuration, testing, deployment, stabilization, and measurement of outcomes.
- Provide functional leadership and solution direction for CRM upgrades, releases, testing, deployment readiness, and post-go-live stabilization, coordinating activities and resolving complex issues across business and technical teams.
- Lead functional design and requirements for complex integrations between CRM and enterprise platforms, partnering with architecture, integration, ERP, data, and vendor resources to ensure scalable and sustainable solutions.
- Provide functional leadership for significant data migration, master-data alignment, data-quality, and integration initiatives, establishing requirements, validation standards, and resolution approaches for complex data issues.
Reporting, Governance & User Enablement:
- Establish and maintain CRM reporting and analytics standards and capabilities that provide business leadership with visibility into pipeline, customer activity, forecast performance, service issues, adoption, data quality, and operational KPIs.
- Develop and govern CRM data-quality standards and practices, including validation, duplicate management, standardized fields, data ownership, controls, and remediation approaches across assigned CRM capabilities.
- Establish documentation, configuration, testing, support, and knowledge-management standards for assigned CRM applications and ensure effective knowledge transfer, training, release communication, and adoption practices.
- Provide technical leadership to less experienced professionals, including reviewing solution approaches and complex work, providing coaching and guidance, establishing application-support standards, and delegating or coordinating technical activities when appropriate.
Experience:
- Four+ years of experience supporting CRM platforms, enterprise applications, business systems, or application administration in an analyst, administrator, or specialist capacity.
- Experience gathering requirements, documenting business processes, supporting solution design, coordinating testing, and delivering assigned enhancements or project work with technical and non-technical stakeholders.
- Experience configuring business application functionality, including fields, forms, views, workflows, validations, dashboards, reports, user access, and security roles.
- Experience supporting end users, triaging incidents, managing service requests, documenting resolutions, and communicating support status.
- Experience supporting knowledge transfer, mentoring or guiding less experienced professionals, and contributing to continuous improvement of application support practices and business processes.
- Experience with enterprise CRM platforms such as Microsoft Dynamics 365, Salesforce, Pega, or similar solutions preferred.
- Experience supporting CRM implementations, phased rollouts, application enhancements, data migration, testing, training, or post-go-live support preferred.
- Experience in a mid-to-large organization with complex business processes, multiple stakeholder groups, and enterprise application dependencies preferred. Experience in food production, manufacturing, agriculture, distribution, consumer packaged goods, or related industries is beneficial.”
Knowledge, Skills and Abilities:
- Applied knowledge of CRM platforms, customer data management, sales and customer service processes, workflow configuration, data quality, reporting, and user adoption practices.
- Strong functional application configuration skills with the ability to translate business requirements into practical, scalable system solutions.
- Strong analytical and problem-solving skills with the ability to evaluate data, identify trends, troubleshoot complex issues, determine root causes, and recommend appropriate solutions.
- Knowledge of CRM reporting and analytics capabilities and proficiency with Microsoft Excel and tools such as Power BI, Tableau, or similar platforms.
- Working knowledge of enterprise application integrations, APIs, middleware, data flows, and automation technologies; familiarity with Power Automate, MuleSoft, Boomi, or similar platforms preferred.
- Knowledge of Agile, Scrum, project delivery, release management, change management, and IT service management practices.
- Strong written and verbal communication and stakeholder-management skills with the ability to collaborate effectively across business functions, IT teams, vendors, and leadership audiences.
- Ability to independently manage multiple priorities, exercise sound judgment, meet deadlines, maintain attention to detail, communicate risks, guide less experienced professionals, and escalate broader issues appropriately.
Supervisor Responsibilities:
- None. This is an individual contributor role however, the position may provide technical guidance, knowledge transfer, and mentoring to less experienced professionals but does not have formal people-management responsibility.
Education
- Bachelor’s degree in Business, Information Systems, Computer Science, Data Analytics, or a related field from an accredited institution required
- Certifications CRM certification such as Salesforce Administrator, Microsoft Dynamics 365 Fundamentals or Functional Consultant, or comparable credential preferred
Work Environment: Office
- While performing the duties of this job, the employee is exposed to typical risks of injury in an office environment.
- Duties include a typical office setting including extensive computer work, sitting or standing.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must adhere to the company’s Code of Conduct and all other policies.
Safety Requirements:
- Follows all departmental and company safety policies and programs.
EQUAL OPPORTUNITY EMPLOYER
As an Equal Opportunity Employer, Wayne-Sanderson does not discriminate on the basis of race, creed, color, religion, gender (sex), sexual orientation, gender identity, marital status, national origin, ancestry, age, disability, citizenship status, a person’s veteran status or any other characteristic protected by law or executive order.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.