Sr. CRM Business Systems Analyst

Fortive; Everett (WA); Hybrid; USD 120,000 - 150,000; Full time

Job summary

Fortive in Everett, WA, is seeking a Sr. CRM Business Systems Analyst to translate commercial needs into requirements and delivery plans across the CRM portfolio.

You will partner with Sales, Marketing, Finance, Customer Support, and IT to design solutions and lead projects from discovery through implementation and adoption. As a senior individual contributor, you will mentor junior analysts, apply PDCA and Kaizen methodologies, and help establish governance, standard work, and performance

Qualifications

• Gather, elicit, analyze, specify, and validate business, user, functional, and non-functional requirements for CRM and related commercial systems.
• Collaborate with business stakeholders and IT developers to translate requirements into data flows and detailed functional specs.
• Source, analyze, and validate business data to assess the impact of proposed technology or process changes.

Responsibilities

• Lead investigation and resolution of complex system and process issues in the CRM ecosystem.
• Plan and lead projects across the systems lifecycle from discovery to deployment and training.
• Develop standard work and performance metrics to sustain improvements and ensure data integrity.
• Foster stakeholder partnerships and empower users through coaching and enablement.

Skills

CRM

Business analysis

Stakeholder collaboration

Data analysis

Tools

Microsoft Dynamics 365 CRM

ERP integrations

Job description

Location: Everett, WA (Hybrid - 3 days onsite)

JOB SUMMARY:

The Sr. CRM Business Systems Analyst is a senior individual contributor within Commercial AMER Revenue Operations, responsible for translating commercial business needs into requirements, solutions, and delivery plans across the CRM and adjacent commercial systems portfolio. This role combines hands-on business analysis, application configuration and support, and project/program management to keep commercial platforms reliable, well-governed, and aligned to evolving business requirements. The Sr. CRM BSA partners directly with Sales, Marketing, Finance, Customer Support, and IT stakeholders to elicit and validate requirements, design functional solutions, and lead the projects that deliver them from discovery through implementation, adoption, and sustained operation. The role also mentors junior analysts and contributes to the intake, scoping, and prioritization practices led by the Sr. Manager, Commercial Projects, Systems & Operations.

HOW WE WORK:

At Fluke, we strive to deliver meaningful outcomes for customers and colleagues through accountability, collaboration, continuous improvement, and innovation. This role is expected to approach challenges with curiosity, move with urgency and purpose, seek opportunities to improve business processes, and build trusted partnerships across functions while maintaining the highest standards of quality and integrity.

Problem Solving & Operational Excellence

• Lead investigation and resolution of complex system and process issues.
• Utilize PDCA, 5 Whys, and root cause analysis to implement sustainable corrective actions.
• Analyze performance metrics to identify improvement opportunities.
• Approach business challenges with curiosity and data-driven analysis, seeking sustainable solutions rather than short-term fixes.

Continuous Improvement & FBS

• Apply FBS principles including PDCA, Daily Management, Root Cause Problem Solving, Standard Work, and Kaizen.
• Lead or facilitate Kaizen events focused on commercial process improvement.
• Develop standard work and performance metrics to sustain improvements.
• Foster a culture of continuous improvement by sharing best practices and helping teams adopt more effective ways of working.

Stakeholder Partnership & Influence

• Build trusting relationships across functions through transparency, accountability, knowledge sharing, and mutual respect.
• Empower business users through coaching, training, and guidance that enables greater self-sufficiency and stronger business outcomes.

1. Scope of Function

1. 1. Business Analysis & Requirements
   Serve as the primary liaison between business stakeholders and IT to elicit, analyze, document, and validate business, functional, and non-functional requirements for CRM and related commercial systems.
2. 2. CRM & Commercial Systems Configuration and Support
   Design, configure, and support Microsoft Dynamics 365 CRM and its connected commercial technology ecosystem - including Sales, Marketing, territory and pricing functions, and integrations with ERP, eCommerce, PIM, identity, and partner portal platforms ensuring platform reliability, data integrity, and alignment with business process needs.
3. 3. Case Management, Customer Portal & Premium Care Programs
   Support Unified Customer Care, case management, and the Unified Customer/Partner Portal (UCP), including portal authorizations, product registration, and Fluke Premium Care Plan (FPC) processes such as digital delivery, activation, smart search, and renewals.
4. 4. Production Support & Service Requests
   Triage, troubleshoot, and resolve production issues affecting CRM and connected commercial systems, coordinating with IT and business teams and monitoring system performance and health.
5. 5. Project & Program Delivery
   Plan and lead projects across the systems lifecycle including discovery, design, build, test, deployment, and training - for initiatives ranging from focused enhancements to multi-system, cross-functional deployments.
6. 6. Stakeholder Partnership, Documentation & Enablement
   Act as a trusted advisor and customer advocate for business stakeholders, driving change management, standard work documentation, knowledge transfer, and adoption so delivered solutions translate into measurable business value.

Key Responsibilities Requirements & Business Analysis

• Gather, elicit, analyze, specify, and validate business, user, functional, and non-functional requirements in support of multiple concurrent initiatives.
• Analyze business problems, opportunities, and priorities in the context of stated requirements, and recommend solutions that enable the organization to achieve its goals.
• Collaborate with business stakeholders and IT developers to translate business requirements into data flows, process flows, and detailed functional specifications.
• Source, analyze, and validate business data to assess the potential impact of proposed technology or process changes.

CRM & Commercial Systems Configuration and Support

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