Business Systems Support Analyst

SUMMARYThis position is primarily responsible for connecting team members with technology-based solutions driven by our Microsoft Dynamics CRM. As part of a collaborative team, the individual in this role is the primary resource to respond to project requests, enhancement requests, and application issues. Includes analyzing and designing system requirements to fulfill business needs, developing gap fit analyses and functional design documentation, making changes and enhancements to the CRM system, and preparing required documentation. This role also assists the business systems director with overall CRM management, including auditing data to ensure relevancy, timeliness, and accuracy.MAJOR DUTIES AND RESPONSIBILITIESPrimary point of contact for all requests, issues, and questions regarding Dynamics CRM. Collaborates with team members, decision makers, and users to define business, operations, and system goals and requirements, translating business needs into functional and technical requirements. Analyzes, designs, develops, tests, and deploys business solutions, both independently and in collaboration with other team members and consultant partners.Creates forms, views, and dashboards for users.Improves data quality, removing duplicate records and contacts and updating outdated or incorrect information.Works with users and other team members to investigate, test, and develop solutions and workarounds to resolve user issues/requests.Provides clear and timely communication.Identifies high priority user issues and escalates to appropriate team members.Supports email communications through CRM, including testing, sending, monitoring deliverability, and reporting metrics on user communications.Participates in the identification and specification of requested larger changes and enhancements, maintaining a prioritized product backlog. Participates in the delivery of changes within an agile development environment in collaboration with other team members.Delivers CRM training on an as needed basis. Other duties as assigned REQUIREMENTS Bachelor's degree (or equivalent) in computer science, information technology, business technology, or related field preferred. Other degrees with relevant experience considered.At least three years of experience using and maintaining a Microsoft Dynamics CRM solution preferred.Experience with database management and data importing.Experience using and managing bulk email applications.Excellent communication skills, both verbal and written.Excellent problem-solving skills in a complex and frequently changing environment.Proven ability to effectively ask probing questions to understand the root cause of a problem or request; implement effective solutions to address the root cause of problems or requests.Ability to effectively explain complex technology in simple to understand terms.Strongly proficient with Dynamics 365 CRM application and database structure and understanding of impact of design changes on system architecture.Effective time management, planning, and organization skills.Demonstrated ability to work independently as well as collaboratively with various teams.Exceptional customer service skills.Ability to multi-task and work on multiple projects at the same time while maintaining high quality and attention to detail. Advanced skill level in MS Office software programs.ONE TEAM CULTURE EXPECTATIONSCulture is everything, and we work hard at being a unified One Team. All team members must consistently demonstrate the following behaviors:We assume the Positive Intent of our team members first.No Hoarding Rule - We believe in open and transparent exchange of the information. We believe our relationships with each other are an important component of our success.We-ism - We operate with an associations-first mindset, which includes a strong commitment to our team members. All for One - We strive to be great and reliable team members for each other. We actively work to appreciate and value the contributions of all team members.We practice pausing to acknowledge and celebrate our significant successes.We are committed to straight and courteous communication between team members.No Beach Balls - We are committed to maintaining strong and trusting relationships. We actively work through issues before they become barriers. We have the necessary crucial conversations with each other.We believe that a respectful culture is the foundation of a safe, effective, and supportive environment for all.We believe in the importance of exploring innovative ideas and solutions that help solve problems, improve our effectiveness, and increase member value.To err is human. Mistakes are opportunities to learn and improve.We believe in the importance of a diverse and inclusive culture, where differences and similarities are valued equally, and team members listen without judgment to learn and grow from one another's strengths and perspectives.PHYSICAL REQUIREMENTSWith or without reasonable accommodation(s), the essential functions of this position require certain physical and mental abilities. These abilities include, but are not limited to sitting, standing, walking, bending, stooping, pushing, pulling, lifting (up to 25 lbs.), typing, writing (in English), reading (English), speaking (English), seeing, hearing, driving, basic mathematical calculations, problem solving, reasoning, composition, and decision-making.