Sr. Systems Analyst - CRM

Job Summary

The Sr Systems Analyst – CRM serves as a subject matter expert for assigned CRM applications and related business processes. This role supports, configures, and improves CRM capabilities while partnering with business stakeholders to translate operational needs into practical, reliable, and scalable system solutions. The position leads enhancements, complex troubleshooting efforts, and assigned project deliverables and contributes to requirements gathering, solution design, testing, documentation, knowledge transfer, and continuous improvement.

The Senior Systems Analyst also provides technical guidance to less experienced professionals while escalating broader platform strategy, architectural decisions, and cross-functional risks as appropriate.

CRM Configuration & Application Support Serve as the recognized subject matter expert and functional authority for assigned CRM applications and business processes, providing guidance on complex configuration, solution design, system capabilities, and application standards across accounts, contacts, activities, opportunities, cases, workflows, business rules, security, reporting, and related capabilities. Own the design and configuration of complex CRM capabilities and solutions, establishing configuration standards and ensuring solutions are scalable, supportable, and aligned with broader application and business requirements.

Provide technical leadership for the resolution of highly complex or cross-functional CRM issues, determining appropriate solutions and serving as an escalation resource for lower-level analysts and support resources. Evaluate application roadmaps, vendor releases, security requirements, and emerging capabilities and recommend changes to CRM standards, functionality, and priorities based on business needs and platform impacts.. Business Solutions & Continuous Improvement:
Partner with Sales, Customer Service, Commercial Finance, Marketing, Operations, and IT leadership to evaluate complex business requirements, challenge existing processes, and define CRM solution approaches that support cross-functional and longer-term business needs. Lead the design and continued development of customer-focused CRM capabilities, including the customer 360 framework, integrating customer data, interactions, contracts, pricing visibility, complaints, projects, volume history, and commercial performance information.

Own identification and design of significant CRM process improvements and automation opportunities, establishing scalable solutions that reduce manual work, strengthen controls and auditability, and improve business-process effectiveness. Analyze system usage, adoption, support patterns, and performance indicators and establish improvement recommendations and priorities for assigned CRM capabilities, advising business and IT leadership on opportunities to increase platform value.. Enhancements, Projects & Data Management:
Lead significant CRM enhancements, complex initiatives, and assigned project work streams from requirements and solution design through configuration, testing, deployment, stabilization, and measurement of outcomes. Provide functional leadership and solution direction for CRM upgrades, releases, testing, deployment readiness, and post-go-live stabilization, coordinating activities and resolving complex issues across business and technical teams. Lead functional design and requirements for complex integrations between CRM and enterprise platforms, partnering with architecture, integration, ERP, data, and vendor resources to ensure scalable and sustainable solutions.

Provide functional leadership for significant data migration, master-data alignment, data-quality, and…