CRM & Application Analyst

AL Nabooda Automobiles LLC.; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automobile distributor in Dubai is seeking a CRM & Application Analyst to manage and optimize CRM systems. The role involves collaborating with technical teams and business stakeholders, conducting training sessions, and enhancing application functionality. The ideal candidate has a Bachelor's degree in Computer Science and at least 4 years of experience in Salesforce support or administration.

Benefits

Competitive salary

Performance-based bonuses

Comprehensive benefits package including health insurance

Opportunities for professional development

Qualifications

• Minimum of 4 years of Salesforce support or administration experience.
• Hands-on experience in CRM user support in medium to large enterprises.
• Knowledge of scripting and automation tools.

Responsibilities

• Manage and optimize CRM systems to support business goals.
• Conduct training sessions for users on CRM functionality.
• Collaborate with business teams to gather requirements and implement enhancements.

Skills

Salesforce Administrator

Application integration

JavaScript

APIs and middleware tools

Database knowledge

Agile methodology

Education

Bachelor's degree in Computer Science or related field

Tools

Salesforce

SQL Server

Job description

Join Our Team as a CRM & Application Analyst!

About us

Since 1976, Al Nabooda Automobiles has been committed to delivering excellence by offering our customers a diverse range of products and services that meet the high standards of the prestigious brands we represent. Our ongoing investment in premium service equipment and our team of dedicated and skilled professionals have cultivated a growing base of satisfied customers.

Al Nabooda Automobiles LLC is the exclusive authorized distributor for Audi, Porsche, and Volkswagen in Dubai and the Northern Emirates.

With twelve state-of-the-art showrooms and service centers across Dubai, Sharjah, and Fujairah, our expert workforce is focused on maintaining exceptional service and quality standards.

What You'll Do:

The CRM & Application Analyst is responsible for managing, analyzing, and optimizing Customer Relationship Management (CRM) systems and other business applications to support Al Nabooda Automobiles' goals. The job role serves as a bridge between technical teams and business stakeholders, ensuring that applications meet business needs and function smoothly.

IT Strategy

• Make sure the CRM application and business applications operate in line with the business objectives.
• Conduct training sessions and workshops to educate business users on CRM features and functionality, ensuring effective user adoption.
• Collaboration with Application Manager, targeting implementation of the new releases or enabling new features and functions for the CRM users.
• Collaborate with Sales, Aftersales, Marketing and Customer Care teams to gather business requirements, implement software application enhancements and optimize CRM usage.
• Assist in monitoring system performance, identifying potential issues, and suggesting improvements to enhance system efficiency.
• Work closely with CRM developers and DMS team members to address technical issues and escalations when necessary.
• Stay updated on CRM platform and best practices to improve support services and user experience continually.
• Maintaining a change control system when there is a need for new or alteration of business processes in the CRM or other business applications.
• Investigate, recommend, and enable CRM and business applications’ features that add value to the business operations and plan for roll out.
• Where applicable, manage programming assignments including flowcharting, coding, testing, debugging, documenting and implementing information systems.
• Organize and participate in the business meetings to understand the business requirements and enable effective system solutions to be delivered.

Operational

• Maintain and implement CRM and its integrated software applications.
• Use ServiceDesk system to capture and provide first-line support to troubleshoot and resolve system errors and bugs, collaborating with developers and IT teams when necessary.
• Ensuring all system errors and user stories get captured in the internal and vendor’s ServiceDesk system. Interacting and following up with the vendor’s team to fix the system issues.
• Prepare a business requirement document when there is a business case to implement new business automation or alter an existing business process.
• Conduct GAP analysis with key stakeholders when there is a need for process change.
• Support system integration efforts between CRM, DMS, and other enterprise applications.

Education/Qualification & Skills:

• Bachelor degree in computer Science, Information Technology, Computer Information Systems, Computer Science or any equivalent degree.
• Salesforce certifications such as Salesforce Administrator, Salesforce Certified Advanced Administrator, or Salesforce Platform App Builder etc.
• Knowledge of application integration, APIs, and middleware tools.
• Having programming knowledge such as JavaScript framework.
• Knowledge of scripting, automation tools, or workflows.
• Knowledge of databases and SQL Server.
• Knowledge of Project management or Agile methodology is an add-on.

Required Experience:

• Hands on experience in Salesforce support, administration, or a similar role.
• Minimum of 4 years of experience supporting CRM users in a medium or large enterprise.
• Experience with Salesforce tools like Reports & Dashboards, Workflow Rules, Process Builder, and Flow.
• Experience in understanding business processes and translating them into technical terms.

Why Join Us?

• Competitive salary with performance-based bonuses.
• Comprehensive benefits package including health insurance and more.
• Opportunities for professional development and career advancement.
• A vibrant company culture that values teamwork and innovation.