CRM Business System Analyst
San Jose de Costa Rica, San Jose, Costa Rica
hace 26 días


  • The CRM Business Analyst is responsible for leading the identification and gathering of business requirements from the Sales, Marketing and Service departments to enhance the CRM system as well as translating these requirements into functional and technical configurations.
  • The analyst role will collaborate with the Global CRM Development Team to design and develop the technical solution, coordinate testing in the different environments, and deploy to Production.
  • Manage and lead the CRM Project training and testing activities to ensure that expected competency is acquired by each user and new business processes to be implemented are fully understood
  • Responsibilities

    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
  • Identifies business requirements from Sales, Marketing 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
  • Leads and participates in the functional business requirement analysis and Functional Requirements Specifications for system changes and new functionalities
  • Presents functional analysis to CRM Functional Team who need to approve resource allocation for including the improvement project in the Global CRM Roadmap
  • Reviews and clarifies Functional Requirements Specifications with Global Configuration and Development Teams
  • Coordinates testing activities for the system improvements and new functionalities in the CRM Development and Staging environments
  • Coordinates 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
  • Manage, develop, and create content related ongoing CRM projects, enhancements, and rollouts

  • Organize and participate in the Train the Trainer courses
  • Provide post go live support acting as the interface between users and the Oracle CRM technical support team.
  • Resolve issues requiring simple explanations / training
  • Develop and deliver a training library consisting of training material / user manuals / support procedures
  • Requirements

  • CRM On Demand, Sales Cloud, Service Cloud, upgrade or implementation experience is a plus.
  • Basic knowledge of Business Analysis principles
  • B.A. or B.S. or similar (IT, IS, Computer Science, Computer Engineering or similar) or equivalent work experience
  • Solid understanding of Sales and Marketing processes and methodologies
  • Microsoft Office Software knowledge
  • Language English
  • Knowledge of report writing and database principles
  • Extensive knowledge in all phases of software projects including analysis, design, development, testing and successful implementation of software application systems.
  • Ability to travel globally
  • About Emerson

    Imagine being surrounded by intelligent, driven, and passionate innovators all working toward the same goal to create groundbreaking solutions that leave our world in a better place than we found it.

    Emerson is a global technology and engineering company providing innovative solutions for customers in industrial, commercial, and residential markets.

    Our Emerson Automation Solutions business helps process, hybrid, and discrete manufacturers maximize production, protect personnel and the environment while optimizing their energy and operating costs.

    Our Emerson Commercial and Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency, and create sustainable infrastructure.

    A dynamic environment is what you’ll discover at Emerson, a Fortune 500 company with $14.5 billion in sales and 155 manufacturing locations worldwide.

    Together, we’re changing the world, and we have all the resources to help you achieve your professional goals.

    Whether you’re an established professional looking for a career change, an undergraduate student exploring options, or recently received your MBA degree, you’ll find a variety of opportunities at Emerson.

    Join our team and start your journey today.

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