Business Systems Analyst — Operations & CRM

Business Systems Analyst — Operations & CRM
Salary Range $100,000 to $125,000 based on experience.
Position Summary We are seeking a Business Systems Analyst to take ownership of the organization’s CRM, transform operational data into actionable management reporting, and support the coordination of equipment and service projects from order through installation and handoff. This is a hands-on, build-focused role. The successful candidate will help determine how operational activities are tracked, improve processes and workflows, and identify opportunities to introduce AI and automation tools that provide measurable business value.

Key Responsibilities CRM Ownership

Serve as the organization’s CRM administrator and internal subject-matter expert.

Configure pipelines, objects, properties, workflows, and other CRM functions to support business operations.

Develop systems to track equipment projects, service requests, work orders, customer information, and service history.

Establish and maintain data-quality standards and ensure consistent data entry.

Conduct regular data reviews and cleanup activities.

Build and maintain dashboards and reports used by management to monitor business performance.

Reporting & Process Improvement

Develop operational reporting related to technician productivity, scheduling effectiveness, inventory accuracy, service performance, and profitability.

Monitor key performance indicators (KPIs) and present findings to management along with actionable recommendations.

Analyze existing workflows, identify bottlenecks and inefficiencies, and implement process improvements.

Develop tools, templates, and procedures to improve visibility and accountability.

Research, evaluate, and pilot AI and automation solutions that can improve efficiency and reduce manual work.

Recommend technology and process improvements based on business requirements, practicality, and measurable results.

Project Tracking & Coordination

Track equipment and operational projects from order through delivery, installation, and transition to service.

Coordinate with vendors, suppliers, customers, and internal stakeholders across multiple time zones as required.

Monitor project milestones, deadlines, and deliverables.

Identify potential delays or issues early and communicate them to the appropriate stakeholders.

Develop project tracking tools and templates that provide clear visibility into project status without requiring frequent manual updates.

After-Sales Administration

Maintain accurate customer records, service histories, and operational documentation.

Coordinate communication between sales, service, parts, and other internal teams.

Help ensure responsibilities, deadlines, and follow-up activities are clearly assigned and tracked.

Support the development of processes that improve the customer experience following the sale.

Planned Expansion As the organization grows, the role is expected to expand into additional service and operational responsibilities, including:

Service scheduling and dispatch, including technician workload coordination, travel planning, and service-call prioritization.

Service marketing support, including maintenance programs, service campaigns, and customer retention initiatives.

Qualifications Required

3+ years of experience administering or extensively using a CRM, ERP, or business management system, including system configuration and process development.

Demonstrated experience developing operational reports, dashboards, and KPI tracking systems.

Strong analytical, organizational, and problem-solving skills.

Advanced proficiency in Microsoft Excel.

Excellent written and verbal communication skills.

Comfortable presenting analysis, recommendations, and business insights to management.

Working knowledge of AI…