CRM User Support Analyst

7 months ago

Toronto, Canada CB Canada Full time

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)

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