This is a fantastic opportunity for a CRM Demand Analyst who has experience working with MS Dynamics and who enjoys finding innovative and creative solutions to streamline processes.  The successful candidate will be customer centric and be able to communicate with both technical and non-technical colleagues to negotiate and influence effectively to achieve the best results.  The position will be integral to a growing team within a leading global company who are committed to offering an innovative and first-class service to their customers.  This person will act as the first point of contact for managing the demand for ongoing changes / process improvements to the CRM ecosystem with a particular focus on Connect Me2 (CM2).

Responsibilitiesinclude:

• Delivery of any “business as usual” (BAU) changes to CM2 throughout its lifecycle from collection, scoping, prioritisation, t shirt sizing, securing budget to testing, delivery and training.
• Working collaboratively with the Product Owner and Programme Manager to ensure clarity of any demand / requests with user stories / requirements that are fit for purpose.
• Develop and continuously enrich effective working relationship with business process owners and technical delivery teams ensuring technical platform improvements are supported by robust business requirements and or user stories.
• Work directly with third party vendors to ensure these vendors are provided with clear briefing documents to deliver the prioritised changes as per specifications.
• Attend governance meetings to provide updates on progress for each change including highlighting any issues and risks with recommendations on mitigations.
• Provide monthly reporting on lapsed times, run rates and costs for the delivery of all BAU changes.
• Set up, refine and communicate the process for the continuous process improvement / demand intake, including publishing of service level agreements and meeting these SLA’s.
• Liaise closely with the IT Helpdesk and acts as a second line of support. Maintain and update the knowledge database for the 1st line support teams.
• Become an integral member of an effective team so your versatility will be valued in being able to perform other tasks and support projects.

Knowledge, Skills, Qualifications, Experience required

• Customer centric, with excellent communication, negotiation and influencing abilities.
• Resourceful and innovative, able to offer solutions.
• The ability to blend business process, customer data management, technology for effective change.
• Understanding / willingness to learn about the Microsoft Dynamics D365 and SAP technology stacks is highly desired, preferably at certification level.
• Experience of working within a project environment in a business analysis type role using Agile methodology is desired.
• Experience with business process design and process re-engineering.
• Demonstrable requirements gathering  and analysis techniques for example:
  • Brainstorming, Focus Groups facilitation
  • Interface Analysis, Data Analysis
  • Requirements gathering - Five Whys, MoSCoW, Process Mapping
• Proven experience in Agile methodologies and tools would be advantageous.
• Adept at MS Office Suite of tools.
• Experience with Microsoft Dynamics 365 is essential.
• SAP in a system administrator capacity will be of beneficial.
• Ability to work with Azure DevOps (or similar) to compliment transparency of all work delivery tracking.
• Ability to work with ambiguity.

Key Results

• Delivery of BAU changes within agreed budget and agreed timings.
• Forming strong relationships and working closely with Business Process Owners and third-party vendors to enhance the customer journey.
• Speedy resolution to users of CM2 raising request for support / help in line with published SLA’s.
• Usage and adoption of CRM technology across business processes.