BASIC PURPOSE: Responsible for supporting CRM applications as well as aiding the implementation of new functionality and new systems.
POSITION RESPONSIBILITIES:
Support, analyze, and resolve critical production application issues as required.
Perform application configuration and customization of CRM system/s (building screens, designing custom objects, developing workflows, etc.), including testing and evaluation to ensure quality and consistency.
Execute data uploads into CRM system/s.
Handle new user requests/setup.
Participate in requirements elicitation and documentation process for system enhancements/projects.
Develop, document, and execute test plans to assess the integrity and accuracy of solutions, CRM module functionality setups and modifications, enhancements, customizations, and patches.
Develop and maintain end user training documentation and participate in delivering training to users as required.
Maintain business process documentation and consider compliance in all business process analysis and redesign activities.
Construct summary and detailed views in Salesforce.com (SFDC) for all CRM subject areas (campaign, lead, prospect, opportunity, pipeline, account, and revenue activities).
Follow new releases, patches, and system updates of CRM system/s.
Perform other job-related functions as assigned.
KNOWLEDGE AND EXPERIENCE:
EDUCATION: Bachelor's degree or equivalent business experience required. Certifications preferred: Salesforce Certified Administrator, Salesforce Certified Platform App Builder, Salesforce Sales Cloud Consultant, Salesforce Service Cloud Consultant, and/or Salesforce Certified Pardot Consultant.
EXPERIENCE: Minimum 1 year of experience and general understanding of CRM Application principles. General understanding of the Salesforce.com Product catalog. Good understanding of the SDLC process.
KNOWLEDGE & SKILLS: Proven analytical skills. Superb written and verbal communication skills as well as listening skills. Solid problem-solving skills as well as analytical and qualitative abilities. Ability to work under pressure and meet constantly changing timelines.
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