The CRM Data Admin & Support Analyst is responsible for the administration of the Oracle CRM on Demand Database as well as 1st level support regarding the usage of this application by the Sales, Service, and Management departments of the organization.
The CRM Data Admin & Support is responsible for assisting in the creation of standard training content and gathering enhancement requirements from the user community to communicate them further towards implementation.
The CRM Data Admin & Support is responsible in providing Training to users, either Face to Face or Webex
Offers support in the creation and usage of standard analytics, and maintain the integrity of the data
Support the implementation of the Oracle Analytics module
Assist in the requirement definition for standard reports and analytics
Assists the users in the process or requesting a new report / dashboard
Support the users in the use and interpretation of the reports
Participate in the creation of standards for data administration
Provide guidance to the user community for the data clean-up activities
Ensure the data entered is regularly checked and kept up to date
Analyze user Import request and prepare CSV files for Mass Imports and Updates.
Assist users in using Excel Templates to use in performing import files.
Provides 1st level support to the users of the CRM application
Resolve issues requiring simple explanations and user training
Ensures communication with ITSS and Program Management Teams to enable timely resolution of issues
Track reported issues and ensure effective and timely resolution
Ensure effectiveness of the support activities of live applications
Aid the user community in the set-up and use of the Business Applications
Be able to use JIRA as the main tool in managing CRM Defects, Incidents and also be familiar with Service Now in raising tickets for issues related to other integrated applications with CRM
Assist the Business Analyst or Functional Team in Identifying business requirements from Sales, Marketing, Customer Care and Service Departments related to CRM
Investigates system issues reported by users with the objective of determining the root cause and identifying potential solutions
Consolidates system improvement requirements raised by CRM users
Participates in the functional business requirement analysis and Functional Requirements Specifications for system changes and new functionalities
Reviews and clarifies Functional Requirements Specifications with Global Configuration and Development Teams
Assist in testing activities for the system improvements and new functionalities in the CRM Development and Staging environments
Assist in the development of training materials and user instructions for the system improvements / new functionalities
Coordinates Knowledge Transfer to the CRM Operations team in order to make sure that the CRM Operations team can effectively provide tier 1 and 2 user support on the improvements / functionalities deployed through the project
CRM On Demand, Sales Cloud, Service Cloud, upgrade or implementation experience is a plus.
B.A. or B.S. or similar (IT, IS, Computer Science, Computer Engineering or similar) or 1-2 years of experience in CRM as Administrator or User
Microsoft Office Software knowledge
Intermediate Excel Skill Level
Must be able to communicate clearly and concisely, both orally and in writing
English Intermediate Level
Ability to travel globally