CRM Systems Analyst

PEI-Genesis; Philadelphia (Philadelphia County); On-site; USD 65,000 - 90,000; Full time

Job summary

PEI-Genesis is seeking a CRM Systems Analyst to support Microsoft Dynamics 365 Sales for its global sales organization. You will provide application support to CRM users and configure the platform to meet business needs through the CRM sprint process.

The role emphasizes documentation, testing, and collaboration with stakeholders to ensure changes meet requirements. This is an early-career opportunity with room to grow; prior software development experience is not required.

Qualifications

• 2+ years CRM experience in administrator, support, or analyst role.
• Hands-on experience planning or running UAT or application testing.
• Experience writing user documentation.
• Bachelor’s degree in computer science, information systems, or related field preferred.

Responsibilities

• Serve as a primary point of contact for CRM-related questions and issues.
• Troubleshoot and resolve help desk tickets including access, security role, data, and how-to requests.
• Provide end user support for Dynamics 365 Sales and Customer Insights - Journeys.
• Track recurring issues and bring them to the sprint backlog.
• Configure Dynamics 365 using forms, views, dashboards, business rules, and security roles.
• Build simple Power Automate flows as needed.
• Write and maintain user process documentation and release notes.
• Plan and run UAT for CRM enhancements and releases with sales managers and power users.

Skills

CRM administration

Dynamics 365 Sales

UAT planning

Documentation

Power Automate

Jira

SQL

Excel

Power BI

Testing

Education

Bachelor’s degree in computer science or information systems

Microsoft Dynamics 365 certification

Tools

Jira

Power Automate

Power BI

Dynamics 365

Job description

Description*Equal Opportunity Employer Veterans/Disabled*SUMMARY:The organization seeks a CRM Systems Analyst to support Microsoft Dynamics 365 Sales for PEI-Genesis’s global sales organization. In this capacity, the role provides application support to CRM users, configures the platform to meet business needs through the CRM sprint process, and develops and maintains both user process and technical documentation. The role also partners with business stakeholders to document requirements, and plans and executes user acceptance testing and application testing to ensure changes meet those requirements before release. This is an early-career opportunity with room to grow, and software development experience is not required.QualificationsEDUCATION & EXPERIENCE:Required2+ years of CRM experience in an administrator, support, or analyst role.Hands-on experience planning or running UAT or application testing.Experience writing user documentation.PreferredBachelor’s degree in computer science, information systems, or a related field.Microsoft Dynamics 365 experience, with Sales Hub as the primary application.Experience with Dynamics 365 Customer Insights - Journeys or another marketing application.Power Automate experience.Jira experience.Microsoft Dynamics 365 certification.Experience working for companies in distribution and/or discrete manufacturing.ESSENTIAL TASKS & RESPONSIBILITIES:Application SupportServes as a primary point of contact for CRM-related questions and issues.Troubleshoots and resolves help desk tickets, including access, security role, data, and how-to requests, and escalates what needs deeper technical work.Provides basic end user support for Dynamics 365 Sales and Customer Insights - Journeys.Tracks recurring issues and brings them to the sprint backlog.System ConfigurationConfigures Dynamics 365 using standard tools: forms, views, dashboards, business rules, and security roles.Builds simple Power Automate flows where needed.Assists in delivering enhancements through the CRM sprint process, guided by the business-led sprint prioritization.DocumentationWrites and maintains user process documentation: how-to guides, quick reference sheets, and release notes.Writes and maintains lightly technical documentation: configuration, field definitions, business rules, and data relationships.Updates documentation as changes ship so it matches the live system.Testing and Quality AssurancePlans and runs UAT for CRM enhancements and releases with sales managers and power users and obtains business sign-off before release.Writes and executes test cases in non-production environments, including regression testing of configuration changes and Microsoft release wave updates.Logs defects, tracks them to resolution, and retests fixes.Requirements and AnalysisDocuments business requirements and acceptance criteria from stakeholder conversations.Analyzes existing configuration and data to identify problems and propose fixes.SKILLS & COMPETENCIES:Testing and Quality AssuranceWrites clear test cases and acceptance criteria.Facilitates UAT with business users and keeps testers on schedule.Tracks defects and verifies fixes.Pays close attention to detail.CRM and Microsoft Dynamics 365Working knowledge of CRM administration: users, security roles, forms, views, and workflows.Dynamics 365 Sales experience preferred, with Sales Hub as the primary application.Familiarity with sales process concepts: leads, opportunities, accounts, and contacts.Data FundamentalsUnderstands what a relational database is: tables, relationships, keys, and data types.Can investigate data problems such as duplicates, missing values, and bad imports.Experience with Advanced Find, Excel, SQL, FetchXML, or Power BI is a plus.Communication and DocumentationWrites clearly for non-technical users and for technical readers.Explains problems and fixes in plain language.Works well with sales teams and with IT colleagues.GeneralStrong problem solving and troubleshooting skills.Good organization and time management, including handling several requests at once.Works independently and as part of a team.Wants to learn and grow in the role.#LI-AS1