Job Description

KnowFully Learning Group is growing and are currently in search of a Technical Business Analyst! KnowFully Learning Group provides comprehensive and engaging continuing education for professionals at all experience levels and support those preparing for certification exams. We service two main industries - Finance/Accounting and Healthcare. Our employees are innovative and passionate about learning. We embrace each other’s differences. Through our learning initiatives and teambuilding, we have created a great place to work. If you love what you do and want to work in an environment where hard work is valued, please apply!    

The Technical Business Analyst – CRM is responsible for the overall administration and support of the MS Dynamics CRM system for KnowFully Learning Group (KLG). The position will work closely with all various departments within KLG to help analyze and design requirements which accurately fulfil their business needs. The position will be responsible for increasing “adoption” within KLG and to help identify manual processes that can be “tech enabled” through CRM functionality to provide efficiencies and scalability. The position will work directly with various business users, develop, and manage all day-to-day CRM activities. This position will be the primary resource to respond to project requests, enhancement requests, and application issues.

SUPERVISORY RESPONSIBILITIES:

•    None.

DUTIES/RESPONSIBILITIES:

•    Serves as the primary point of contact for all requests, issues, and questions regarding Dynamics CRM.

•    Acts as the liaison between IT and business users as well as IT and third-party vendors, for KnowFully Learning Group.

•    Solicits and documents requirements from various business units. 

•    Develops end user documentation (User guides / Training manuals).

•    Provides recommendations as to how the CRM should be utilized across the retail organization.

•    Responsible for day-to-day administration of the CRM application including the entry and management of all CRM related users’ requests.

•    Provides updates and answers to end users regarding CRM support tickets and general systems issues.

•    Coordinates work with outside consultants when projects require additional consulting resources.

•    Identifies and takes ownership for developing ideas for technical or business improvement initiatives that impact department/division.

•    Ensures that the CRM consistently meets the needs of both business lines and divisions under KnowFully Learning Group

•    Provides management with accurate and straight-forward updates on projects, enhancements, issues, and overall application status.

•    Responsible for providing timely feedback to business stakeholders.

•    Assists with data uploads / data synchs from external data sources to Dynamics CRM using SSIS or other related tools

•    Conduct user training and walkthroughs as requested.

•    Other duties and responsibilities as assigned.

REQUIRED SKILLS/ABILITIES: 

•    Ability to prioritize tasks in a high-paced environment.

•    Ability to capture and document business requirements.

•    Ability to work with a geographically diverse user community.

•    Excellent verbal and written communication skills. 

•    Excellent organizational skills and attention to detail.

•    Excellent time management skills with a proven ability to meet deadlines.

•    Strong initiative and advanced decision-making skills.

•    Strong analytical and problem-solving skills.

•    Proficient with Microsoft Office Suite or related software.

EDUCATION AND EXPERIENCE:

Bachelor’s Degree required or equivalent combination of education and experience.

At least three years of experience administering Microsoft Dynamics CRM (on premise and cloud d365) required; Microsoft Dynamics CRM development experience preferred. 

At least three years of experience writing business requirements and performing functional testing.

PHYSICAL REQUIREMENTS: 

Prolonged periods of sitting at a desk and working on a computer.

EQUAL OPPORTUNITY STATEMENT:

KnowFully Learning Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.