Sr. CRM Business Systems Analyst

Role summary

Location and work arrangement

• Based in Everett, Washington, with a hybrid schedule requiring three days onsite.

Business analysis and CRM systems

• Serve as the primary business-to-IT liaison and manage requirements for CRM and related commercial systems.
• Translate requirements into data flows, process flows, and functional specifications; analyze business problems and recommend solutions.
• Design, configure, and support Microsoft Dynamics 365 CRM and connected Sales, Marketing, territory, pricing, ERP, eCommerce, PIM, identity, and partner portal systems.
• Support Unified Customer Care, case management, the Unified Customer/Partner Portal, authorizations, product registration, and Premium Care processes.

Production support and project delivery

• Triage, troubleshoot, and resolve production issues; coordinate with IT and business teams and monitor system performance and health.
• Lead projects through discovery, design, build, testing, deployment, and training, from enhancements to cross-functional multi-system implementations.
• Drive change management, standard-work documentation, knowledge transfer, and adoption.

Continuous improvement and partnership

• Investigate complex issues using PDCA, 5 Whys, root cause analysis, and performance metrics; implement sustainable corrective actions.
• Apply FBS practices, develop standard work and performance metrics, and lead or facilitate Kaizen events.
• Coach and train business users, share improvement practices, and build collaborative relationships across functions.

Qualifications and capabilities

• Experience eliciting, analyzing, documenting, and validating business, user, functional, and non-functional requirements.
• Experience configuring and supporting Microsoft Dynamics 365 CRM and connected commercial systems.
• Ability to lead project delivery from discovery through deployment and training.
• Ability to investigate complex system and process issues and use data-driven analysis to identify sustainable improvements.
• Ability to work across business and IT stakeholders, enable user adoption, and mentor junior analysts.

Compensation

• Posted salary range is USD 99,600–166,300 per year.