CRM User Support Analyst

CRM User Support Analyst

On behalf of our client in the Banking Sector, PROCOM is looking for a CRM User Support Analyst.

CRM User Support Analyst – Job Description

• Direct Support of Users in the Use of CRM Applications

• Communicating with Users across capital markets with various stakeholders

• Responds to requests for assistance in the use of the applications via email or phone

• Accountable for the resolution of issues raised by users

• Collaborating with Technology, investigates problems and recommends/implements solutions

• Completes data work for projects, including data cleanup and maintenance

• Develops and maintains data cleansing

• Maintains status of user requests as part of the CM CRM Support model

• Translation of Business Requirements into Appropriate Application Functionality, Identifies/assesses/documents business and user requirements and communicates these to the CRM team

• Support of Users through Ad Hoc Reporting

• Responds to user requests for help on existing requests

• Works closely with Business & Client Analytics teams to action or fulfill reporting requests

• Impacts the user adoption, and quality of the application being delivered to a large user population

• Expanding the user platform and use of CRM technology will enhance CM team productivity

CRM User Support Analyst – Mandatory Skills

• Knowledge of CRM, or Capital Markets Data

• University degree/college diploma or equivalent specializing in business or technology

• 3-5 years of general business experience

• Previous experience in a user support role

• Verbal and written communication skills, attention to detail, customer service and interpersonal skills.

• Motivated Team Player

• Ability to ask questions when in doubt

• Hard Working with effective communication

CRM User Support Analyst - Nice to Have Skills

• Ability to work independently and manage one's time

• Experience with Sales Force is an asset

• Capital Markets data knowledge desirable

• Previous experience with computer applications, such as Microsoft Word and Excel, good excel skills

CRM User Support Analyst - Assignment Start Date

ASAP – 13 months to start

CRM User Support Analyst - Assignment Location

Toronto, ON (hybrid)