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Sr. CRM Business Systems Analyst

Fluke - Level 3
Everett, USA
Full-time
Senior · 6+ years experience
Hybrid
Discovered 2 weeks ago
SalesforceCommunicationAzurePower BI

Full Job Posting

Key Responsibilities

  • Requirements & Business Analysis
  • Gather, elicit, analyze, specify, and validate business, user, functional, and non-functional requirements in support of multiple concurrent initiatives.
  • Analyze business problems, opportunities, and priorities in the context of stated requirements, and recommend solutions that enable the organization to achieve its goals.
  • Collaborate with business stakeholders and IT developers to translate business requirements into data flows, process flows, and detailed functional specifications.
  • Source, analyze, and validate business data to assess the potential impact of proposed technology or process changes.
  • CRM & Commercial Systems Configuration and Support
  • Work with business stakeholders and subject matter experts to design process that support the different CRM user workflows within Microsoft Dynamics 365 CRM, marketing automation tools and Oracle ERP to meet evolving business requirements.
  • Support Partner Relationship Management (PRM), Key Account Management, and demo product processes within the CRM platform.
  • Administer sales territory management, including territory structures and hierarchies, ad-hoc updates, annual reconfiguration, and territory map maintenance.
  • Maintain price lists and support new product introductions (NPI), including annual price changes, product-plan associations, and price variance approval workflows.
  • Support data security administration (user roles and permissions), contact data deduplication, and data quality initiatives across CRM records.
  • Support integrations with adjacent commercial platforms, including Oracle ERP (order and fulfillment data), Salsify PIM (product catalog), Azure B2C identity and access management, Shopify eCommerce, and the Allbound partner portal.
  • Design and implement solutions that meet enterprise standards for reliability, scalability, availability, and usability.
  • Troubleshoot and resolve system issues, partnering with IT and vendor teams as needed to maintain platform health.
  • Maintain and evolve system documentation, configuration standards, and data flow diagrams as platforms change.
  • Case Management & Unified Customer Portal Support
  • Support Unified Customer Care and case management configuration, including support group and business-focus setup.
  • Administer the Unified Customer/Partner Portal (UCP), including portal authorizations and access management for order status (FDOS), training, literature, leads, and opportunities.
  • Support Fluke Premium Care Plan (FPC) processes, including product registration, digital delivery, activation, smart search, and renewals.
  • Partner with the BI team and stakeholders on CRM reporting, dashboards, and Power BI reporting to support case management and portal adoption.
  • Production Support & Service Requests
  • Triage and prioritize incoming service requests, distinguishing production issues from enhancement requests.
  • Troubleshoot common CRM issues, including record access problems, and performance or integration issues across connected systems.
  • Coordinate with IT and business teams to resolve production issues and monitor overall system performance and health.
  • Project & Program Management
  • Develop business cases for larger-scale initiatives, defining scope, objectives, approach (build vs. buy), budget, resource estimates, and success measures.
  • Create and maintain detailed project plans, including work breakdown structures, schedules, cost estimates, and risk management plans.
  • Plan and manage project phases and the ongoing development of functional specifications through discovery, implementation, testing, deployment, and training.
  • Apply Agile, Waterfall, or hybrid delivery approaches as appropriate to the scope and risk profile of each initiative.
  • Support the BSA intake and prioritization process, ensuring requests are scoped, sized, and tracked to completion.
  • Stakeholder Partnership, Change Management & Continuous Improvement
  • Serve as a customer advocate, using strong listening skills to fully understand stakeholder requirements and pain points.
  • Communicate clearly and credibly with audiences at all levels of the organization, including presentations to business and IT leadership.
  • Lead change management activities — stakeholder engagement, training, deployment support, and adoption measurement — for system and process changes.
  • Use adoption metrics, operational data, and user feedback to identify and drive continuous improvement opportunities.
  • Documentation & Knowledge Transfer
  • Document processes and procedures using standard work templates and maintain version control as processes evolve.
  • Apply knowledge transfer best practices to onboard new team members and cross-train peers on CRM and connected systems.
  • Mentor junior Business Systems Analysts and contribute to team knowledge-sharing, standards, and best practices.
  • Maintain awareness of Microsoft Learn resources, CRM community forums, and vendor support channels as ongoing learning and troubleshooting resources.

Qualifications

  • Required
  • Bachelor's degree in Business Information Systems, Management Information Systems, Business Administration, Computer Science, Information Technology, or a related field, or equivalent practical experience.
  • 6+ years of experience in commercial operations, business systems analysis, or program/project management, with hands-on work on Microsoft Dynamics 365, Salesforce.com, or a comparable CRM platform.
  • Working knowledge of core CRM functions — Accounts, Contacts, Activities, Leads, Opportunities, Quotes, and Deal Registrations — and standard sales-force automation processes.
  • Experience with sales operations processes such as territory management, price list administration, and new product introduction (NPI) support.
  • Strong understanding of data structures, sales-force automation best practices, and end-to-end commercial workflows.
  • Experience designing and project-managing deployments across multiple systems and platforms in a large-scale organization.
  • Experience documenting data flows, process flows, and diagrams at both a high level and a detailed level.
  • Demonstrated ability to translate business requirements into detailed, modular, and extensible functional designs.
  • Proven presentation and communication skills, written and verbal, with the ability to engage stakeholders across all levels of the organization.
  • Ability to work independently and collaboratively in a fast-paced environment with competing priorities.
  • Preferred
  • Familiarity with case management and customer/partner portal platforms, including product registration, warranty, or premium care program administration (e.g., digital delivery, activation, renewals).
  • Exposure to a broader commercial systems ecosystem, such as ERP order/fulfillment systems, PIM/product catalog platforms, customer identity and access management (e.g., Azure B2C), eCommerce platforms, or partner portal software.
  • Knowledge of BI technologies and tools, with experience delivering BI solutions (e.g., Power BI).
  • Experience with Marketing Automation or Demand Generation platforms integrated with SFA systems such as Dynamics 365 or Salesforce.
  • Experience supporting production issue triage and coordinating service request intake between business and IT teams.
  • Project Management certification (e.g., PMP, CAPM) or equivalent training.
  • Experience applying Fortive Business System or comparable continuous-improvement tools and methodologies.
  • Experience in a manufacturing, industrial technology, or global commercial environment.

Preferred Qualifications

  • Preferred

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