Senior CRM Business Analyst

IPEX Group of Companies - Oakville, ON (6 months ago)

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IPEX is the leading manufacturer and supplier of thermoplastic piping systems in North America, offering a comprehensive range of thermoplastic materials, products and accessories for municipal, industrial, commercial and residential markets. This includes systems that convey water, chemicals and gases, to conduit that carries power and data cabling. The IPEX companies are part of Aliaxis, a global leader in piping systems.

Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of people like you. We are looking for motivated, passionate and dynamic people who can execute our strategy, innovators who want to push-forward thinking and IT professionals who want to be hands-on, building the next generation of technology to enable our business operations and make life flow. When you invest in us, we invest in you.

You are a talented and experienced Business Analyst with Microsoft Dynamics CRM experience who can contribute to the success of the project team by assisting the business and technical teams through the analysis, configuration and implementation of business requirements. Work directly with clients and system vendors at all levels of the organization to help identify and clarify business needs, facilitating workshops to gather and document specific business and functional requirements, working independently or collaboratively with PM & Developers to execute software projects. Construct detailed analysis, interface specifications, data mapping specifications, process models including data dictionaries.

Principal Responsibilities
Builds and manages stakeholder relationships including business users, vendors, customers, project team members and management leaders.
Act as the expert on current CRM functionality, & as a spokesperson to advocate for the business with new capabilities or functionality within systems.
Triage/Resolve reported issues of the CRM functionality.
Gather and communicate all the necessary requirements that support the delivery of business value, fulfills goals and objectives and meet stakeholder needs.
Translate business requirements into clear functional specifications and works with the development teams to transfer them into technology solutions.
Leads and participates in User Acceptance Testing sessions for confirmation of requirements implementation prior to deployment.
Identifies and communicates risks and issues that may require changes to plans or scope.
Effectively manages changes and conflicts during requirements gathering process, get approval and design sign-off from the business.
Ensures appropriate stakeholders are involved and obtain required information for capturing and validating requirements and other artifacts.
Help the business to quantify the improvement opportunity through data and estimates.
Educate stakeholders on benefits of changes and acquire their buy-in.
Direct cross-functional activity and track that it is completed as scheduled.
Communicate progress, risks, barriers and status on a regular basis.
Assist process owners in realizing/holding gains through control plans.
Ability to travel.

Requirements

Bachelor’s degree in computer science or a similar degree or equivalent experience
Industry Experience: 4+ years working in the field of software support. Or 4+ years of proven experience designing and improving processes and user experiences. Prefer experience supporting Sales and/or Marketing domains in the manufacturing / distribution or retail industries.
Software Experience: 4+ years configuring and adapting CRM systems, preferably Microsoft Dynamics CRM. Proficient at Excel & Power BI for analyzing data. Proficient with PowerPoint and other illustrative software to present concepts and ideas. Preferred experience with developing CRM dashboards and reports.
Communication: Excellent communication skills with the ability to present and influence at all levels of the organization, tailoring succinct and focused messages to different audiences. Strong written and verbal communication and meeting facilitation & presentation skills, proven at all levels from process performer to business leaders.
Project Lead/Management: Proven ability to direct and collaborate with resources without direct management responsibility. Ability to create and define a plan with little to no prescriptive direction other objective. Ability to track and organize tasks and issues in a fast-paced environment.
Change Management Experience: Proven experience of effectively obtaining users involvement and support. Ability to understand a wide variety of perspectives and articulate what is important to each. Prefer experience in training or assisting end users.
Organizational Skills: Strong organizational, analytical and problem-solving skills required
Collaborative Skills: Consultative abilities, sound judgment decision making skills, and ability to work under continual deadline pressure. Demonstrated ability to build rapport, influence and problem solve with various levels of the organization, Able to collaborate, negotiate and persuade, while maintaining positive relationships
CCBA or other Business Analysis certifications, diplomas or training is considered an asset
Agile, Lean and Scrum methodologies are considered an asset
Bilingual is considered an asset. Excellent written English.