Senior CRM Tech Analyst

Position Overview

The Senior CRM Technical Analyst will own the development and architecture of the CRM application and will be responsible for developing and delivering high-quality technical solutions for that system. The CRM team plays a key role in helping Encore understand their customers and improve the customers experience across all business lines.

This role is a combination of development, system configuration, task coordination and mentoring of other CRM team members. The Senior CRM Technical Analyst will work cross-functionally with IT and other assigned business sponsors to identify areas of opportunity for application enhancements that will help drive Encore’s customer retention and content marketing strategy. They will ensure quality and consistency in all team output and will develop and execute customer-centric analyses supporting the overall Encore organization. This position reports to the Manager, Customer Relationship Management (CRM).

Key Job Responsibilities

Software Development

• Work with business owners, business analysts, architects, DBA team, other developers and/or any 3rd party vendors when necessary to develop and test applications.  

• Adhere to the defined software development methodologies for ensuring milestones are met and technology standards are followed.  

• Take ownership of the project and drive it to completion.  

• Create system design and programming specification documents as needed.  

• Think outside of the box to provide solutions for technical challenges.  

• Work with QA function to perform unit and system testing to maintain quality standard.  Function as project / technical lead when needed.  

• Actively build and maintain user relationship.  

Microsoft CRM Application Development

• Own the CRM application development and architecture.  

• Maintain the knowledge base of application development processes and technical standards.  

• Adhere to the defined software development methodologies for ensuring milestones are met and technology standards are followed.  

• Maintain ownership of the project and drive it to completion.  

• Create system design and programming specification documents as needed.  

• Provide solutions for technical challenges.  

• Own the production source control environment for Microsoft Dynamics, including the deployment process for updates and enhancements.  

• Function as project / technical lead when needed.  

• Actively build and maintain user relationship.  

• Stay in touch with new technologies and technical trends.

Other Duties and Responsibilities

• Hands-on technical implementation and deployment of Microsoft Dynamics CRM.

• Configure and customize Microsoft Dynamics CRM.  This will include writing JavaScript and developing C# .Net plug-ins.

• Perform configuration and customization code reviews.  

• Identify creative work-arounds to meet requirements without the development of custom code 

• Understand the functional capabilities and limitations for out of the box functionality as well as custom code 

• Own and create technical specification documents; support and provide input into functional specification documents.

• Work cross-functionally with other application developers to design and develop integrations between CRM and other applications (i.e. Encore’s order management system and Oracle).

• Learn detailed Encore business processes and design technical solutions to meet business process requirements.  

• Estimate configuration and customization work; develop high level project work plans.  

• Work with 3rd party vendors, including Microsoft Dynamics CRM partners. 

• Facilitate infrastructure-related conversations with our 3rd party on premise hosting vendor.  

Database & Reporting Management

The Sr CRM Technical Analyst will own database and reporting management, specifically as they relate to:

1) Daily support requests from our production users

2) CRM Projects delivering new business requirements and functionality

3) Data migration projects related to mergers & acquisitions.  

Other Duties and Responsibilities:

• Design and develop SSRS Reports.

• Design and develop FetchXML Reports.

• Write ad hoc SQL queries to support advanced data requests from our production users.

• Provide technical data support for all team analysis and reporting needs.

• Possess a passion and commitment to data quality.

People Development

Responsible for mentoring CRM team members, with a focus on enhancing their individual technical skill sets.  

Other Duties and Responsibilities:

• Provide formal and ad hoc training internally and to other teams within Encore.

• Champion best practices to help Encore establish solid project-related processes.  

• Work cross-functionally with other teams.  

Support

• Provide tier 2 or tier 3 support of all production applications, both web and client server based.  

• Analyze production issues and provide solutions for problem solving in a timely manner.

• Create and update necessary technical and user documentations as needed.

• Participate in other production support activities as requested.

• Assist in resolving complex technical issues.   

Documentation

• Create and maintain technical process, code and design documentation. Help establish an environment for team and project collaboration. 

• Maintain the knowledgebase of application development process and technical standard.     

Company Support

• Provide technical mentoring and support for other application development team members.  

• Assist in training Service Desk staff.  

• Provide a continual example of high-level, quality service to all co-workers and customers.  

Process Improvement

• Recommend process improvements as it relates to improving team communication, project communication, and overall development and testing methodologies. 

• Coordinate issue resolution with other internal and external resources.

Job Qualifications Summary

• Bachelors Degree in related field or equivalent work experience required. 

• 5+ years of development experience in Microsoft Dynamics, including JavaScript and .Net plugin development

• 1-2 years of D365 Cloud experience preferred

• Experience with Microsoft SQL databases required, including writing queries and SSRS report development.

• Ability to self-prioritize, negotiate, and manage requests from multiple projects.

• Exceptional analytical, organizational, interpersonal and communication (both oral and written) skills.  Self-motivated, driven, resourceful and able to get things done.

• Ability to create and maintain positive and professional business relationship with both internal associates and external business users. 

Competencies

• Responsiveness

• Ownership

• Manages Complexity

• Tech Savvy

• Cultivates Innovation

• Collaborates

• Ensures Accountability

• Drives Quality Results

• Directs Work

• Manages Ambiguity

Work Environment

Work is performed primarily in an office environment.  Working times may include irregular hours and on-call status including days, evenings, weekends and holidays.   Team members must adhere to appearance guidelines as defined by Encore based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

#INDCORP

Salary Pay Range: $88,887.00 - $120,984.00

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.

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