The CRM Business Analyst is an individual contributor role, responsible for maintaining and supporting core software applications used in OSF’s grantmaking operation, including troubleshooting user issues, performing system updates, monitoring performance, managing user access, and ensuring the smooth functioning of applications for end users; essentially acting as a bridge between technical teams, business users (internal and external) to resolve application-related problems. The CRM Business Analyst will understand OSF’s strategy and programmatic priorities to be able to create an operating environment in which relevant data can be processed and analyzed.
Key responsibilities:
As a CRM Business Analyst, you will:
Manage OSF’s Grant Portal ensuring its functionality, accessibility, and security by troubleshooting user issues, managing user access, and addressing technical problems related to the portal platform. Actively monitoring application performance, identifying potential issues, and taking corrective actions to maintain system uptime and stability. Coordinate service team coverage of the Grantee helpdesk queue for users seeking assistance with the portal.
Provide technical assistance to end users on application functionality, answering questions, and guiding them through troubleshooting steps. Be a resource to colleagues requiring assistance to resolve issues.
Identify, analyze, and resolve application errors, bugs, and user-reported problems and collaborating with development teams. Identify and implement process improvements that span multiple teams or functions within the organizational unit, while carrying out related change management activities under minimal supervision.
Contribute to the development and maintenance of comprehensive application documentation, including user guides, troubleshooting guides, and knowledge base articles.
Develop authoritative recommendations regarding tools, methods, and formats for data collection and information gathering, with significant short-term and long-term impact on decision-making processes
Perform data management functions independently, including issue identification, process development in response to change, and collaborative problem-solving with occasional supervisor assistance
Monitor and analyze data as well as tracking progress and reports variances using established finance systems and protocols, with limited supervision
Be responsible for full project design within a department/unit, expected to exercise full discretion and effectively manage time, budget and stakeholders and net wide or similarly complex coordination
The ideal candidate :
Substantial specialized experience with CRM systems
Background in analytics, statistics, information management, financial/business analysis or related fields
High degree of proficiency in Excel and PowerPoint
Experience with Salesforce
Experience in a similar position or a team-based professional service environment preferred
Knowledge of Salesforce Administration, Microsoft CRM, SQL, data visualization tools a plus
Technical Skills: Strong understanding of CRM systems, like Salesforce.
Database Administration: designing, implementing, administering, maintaining, and managing databases
Problem-Solving: Ability to analyze complex technical issues, identify root causes, and develop effective solutions.
Technical Support: providing technical guidance as needed on identifying and diagnosing technical problems, then resolving those problems by choosing the best authorized solution
Communication Skills: Excellent written and verbal communication skills to effectively interact with users of varying technical expertise and explain technical concepts clearly.
Customer Service Focus: Commitment to providing excellent customer service to end users, resolving issues promptly and efficiently.
Analytical Skills: Ability to critically analyze data and train others on assimilating and understanding data and information from various sources to draw appropriate conclusions and make relevant recommendations
