CRM Business Analyst

Overview

Job Summary

The CRM Business Analyst will be responsible for the configuration, implementation, and optimization of Microsoft Dynamics 365 CRM across a global manufacturing organization. This role will ensure that the CRM system meets business needs, enhances usability, and drives adoption across multiple regions and functions. The ideal candidate will be an expert in CRM implementation, with experience in global, multi-currency, and multilingual environments, and a proven track record of leading successful projects in the manufacturing sector.

Key Responsibilities

CRM Configuration & Implementation

· Lead the documentation, refinement, and optimization of Microsoft Dynamics 365 CRM to align with global business requirements.

· Collaborate with IT and business teams to configure CRM for multi-country, multi-currency, and multilingual operations.

· Enhance CRM usability by simplifying interfaces, workflows, and system navigation to improve user experience.

· Address CRM functionality specific to manufacturing processes, including custom equipment sales and aftermarket services.

User Adoption & Training

· Drive increased CRM adoption through training, usability improvements, and stakeholder engagement.

· Develop and implement metrics to measure CRM usage, user satisfaction, and system efficiency.

· Conduct user surveys and collect feedback to identify areas for improvement.

Global IT Collaboration

· Integrate with global IT teams (CSS IT and Vancouver IT teams) to align CRM projects with company objectives.

· Support the CSS team in expanding global IT support coverage.

· Provide expertise and guidance to ensure seamless integration across all regions.

Reporting & Optimization

· Create and maintain reports to track user activity, adoption rates, and system performance.

· Identify and implement process improvements to enhance CRM functionality and usability.

· Minimum 5 years of experience with Microsoft Dynamics 365 CRM, with at least 2 CRM implementations as the lead Business Analyst (preference for 5-7 implementations).

Job Type: Full-time

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Benefits:

• Health insurance
• Life insurance
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Monday to Friday
• Rotational shift

Work Location: In person