CRM Application Support Analyst

2 days ago

Toronto, Canada Arisoft Inc Full time

**CRM Application support analyst**
**Location: Toronto**
- Provide support through monitoring and responding to open helpdesk tickets, ensuring requests are managed through to completion inline with internal SLAs
- Prioritize and manage service requests and incidents
- Troubleshoot and escalate issues to the Manager/Development team that cannot be resolved
- Work collaboratively with Programs and Departments on change requests, issues and priorities
- Multitask with good time management skills and demonstrate the ability to work with a team as well as independently
- Provide customer oriented follow-ups in a courteous, efficient and timely manner
- Creating knowledge base articles and instruction documents
- Communicate with a professional attitude to interact with diverse clients
- Support Business Applications such as: Microsoft Dynamics 365 Sales (CRM); Microsoft Dynamics 365 Finance and Supply Chain (ERP); Sharepoint online (O365) and other Business Applications
- Create / maintain documentation / knowledge base articles
- Work with vendors, consultants, and contractors to resolve issues or where required
- Address Application operational issues affecting efficient operations
- Provide customer oriented follow-ups in a courteous, efficient and timely manner
- Identify and implement auditing procedures. Participate in internal and external auidts
- Train users on usage of systems as needed

**Qualifications and Experience**:

- Post-secondary diploma/degree in Computer Science or IT related field
- Strong knowledge of Microsoft suite of Products including **Dynamics 365** Sales, Dynamics 365 Finance and Supply Chain, Sharepoint online and other ERP solutions
- Strong knowledge of **RDBMS** and **SQL**:

- Knowledge of Business Intelligence Tools such as Power BI
- Good understanding of **SDLC** and **ITIL** processes
- Knowledge of IT Service Desk tools
- Excellent resolution management and troubleshooting skills
- Excellent Customer Service skills
- Strong conceptual, analytical, and problem-solving skills with the ability to strategize and interpret business objectives and negotiate favorable results
- Excellent written, oral, and interpersonal communication skills
- Ability to work as part of a team, share knowledge and ideas
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to present ideas in business-friendly and user-friendly language
- Highly self-motivated and directed
- Keen attention to detail
- Team-oriented and skilled in working within a collaborative, agile environment
- Ability to work and communicate remotely

**Job Types**: Full-time, Permanent

Flexible Language Requirement:

- French not required

Schedule:

- 8 hour shift

**Experience**:

- Total IT: 8 years (preferred)
- CRM Application support: 4 years (preferred)
- ERP Application support: 4 years (preferred)

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