CRM Technical Analyst
West Palm Beach , Florida
September 15, 2017
Otis, a United Technologies company, is the world leader in reliable, efficient and technologically advanced elevators, escalators and people-moving systems. Our revolutionary Gen2® elevators, energy-saving ReGen™ drives and NCE "green" escalator have clearly set the industry standard for innovation, safety and performance. More than 2.4 million Otis elevators and escalators are currently in operation throughout 200 different countries. We are proud to have a global team that continues to rise to the challenges of a fast-moving company. Together, the people of Otis are creating new ideas and opportunities by collaborating across time zones, geographies and cultures. So just imagine where we can take you!

This position is responsible for being a liaison between business stakeholders and IT teams to gather/document requirements, work with multiple teams within IT to determine solutions, and ensure a quality CRM product for our colleagues.
The Details

The CRM Tech Analyst will be responsible for working a diverse set of colleagues consisting of IT, product development, sales, marketing, account management, and other business stakeholders. This position requires the candidate to have the knowledge, experiences, skills, and aptitude to span multiple roles, as needed, from analyst and requirements lead, to technical/functional consultant and advisor, and most importantly, to contributor for each of these functions.

  • Gathers and documents business and functional requirements from Business owners and SMEs
  • Leads and delivers Microsoft Dynamics CRM projects through analysis, design, development, testing, training, and deployment activities necessary to deliver superior quality Microsoft CRM solutions
  • Prioritizes and negotiates scope for release management
  • Collaborates with development team to determine best options to meet requirements and schedules reasonable release dates
  • Works with SMEs to ensure proper workflow training
  • Manages and prioritizes ongoing support requests and administrative needs of CRM users
  • Manages users, roles, profiles, groups, queues, sharing rules, and other setup options
  • Performs administration of CRM including configuration, workflows, custom objects, and related lists
  • Manages, prioritizes, and communicates across multiple levels of businesses
  • Develop reports (SSRS and RDL), dashboards, and processes to continuously monitor data quality and integrity
  • Develops, prioritizes, and communicates a schedule for future database releases/enhancements
  • Troubleshoots and resolves issues in a timely fashion
  • Communicates and manages the change management (release) process
  • Assist with development of HTML/CSS/JavaScript - web based CRM customizations of CRM.
The ideal candidate for this opportunity will possess the following skills and experiences:
  • 2-3 years of hands-on experience in or supporting sales and marketing organizations
  • Manufacturing experience, a plus
  • Must have experience with MS Dynamics CRM 2011 and/or desired experience with newer CRM versions 2013/2015
  • Proficient with SQL 2012, SQL Server, SSIS (Scribe and/or Kingswaysoft)
  • Experience with MSCRM plugins a plus
  • Proficient with SSRS, HTML, CSS, JavaScript - use of web based Bing Maps/Google Maps, etc
Job-related skills/competencies

The Dynamics CRM Business Analyst will possess the following critical leadership skills and competencies:
  • Able to successfully manage core responsibilities independently or with limited over-sight
  • Excellent verbal and written communication skills
  • Ability to maintain critical thinking while balancing multiple tasks
  • Excellent organization skills and experience managing direct reports
  • Navigates complex challenges
  • Delivers consistent decisions and results
  • Team player

Education information
  • Bachelor's Degree with a minimum of 3-5 years' experience with Microsoft Dynamics CRM 2013 or newer
  • Microsoft Dynamics CRM Certification a plus

United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

A little about us:
Otis Elevator Company is the world's largest manufacturer and maintainer of people-moving products, including elevators, escalators and moving walkways - a constant, reliable name for more than 160 years.

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