The CRM Analyst is responsible for system administration and operational support of the internal deployment of the MicroSoft Dynamics Customer Relationship Management system. The CRM Analyst supports all departments within AltaMed Health Services Corp. in achieving our Mission and Vision.
The CRM Analyst manages all SDLC phases (requirements, design, development, test, and implementation), including configuration change requests, application maintenance, data quality and management, and decision support for projects. The CRM Analyst collaborates with all levels of other members in the business and IS to develop and maintain tools, processes, and reliable data that help AltaMed Health Services Corp. make better business decisions, stay consistent in the way we measure and drive performance, and improve service, quality and productivity.
Responsibilities Gather requirements from stakeholders, and translate to design Develop a roadmap for CRM initiatives, and customizations. Work with agile cross functional teams to deliver business impacting and efficient functionality Partner with business leaders to ensure clear requirements and priorities.
Maintain Security within the system for Users and User Groups. Maintain system licenses, (issue and reclaim). Monitor system health and continually "tune" the system for optimal performance. Assist in developing and implementing integrations between the CRM system and other systems, including exception management and resolution.
Coordinate and communication status and escalations with the Business, Vendor and IS leadership. Activates system features and functions to fully achieve benefits of the CRM System. Maintain version control, including communication of all system changes and notices appropriately and as defined by protocol or requested.
Manages, plans, tests, and implements all system upgrades and patches, including hardware, software, and operating system changes. Maintains Test and Production environments as well as other non-production environments as needed and keeps them in synch as much as possible. Provide Level 1 end user support.
Provides project and activity status reports as requested. Utilize tools for monitoring CRM system usage and assists in development of corrective action plans when issues are discovered. Responsible for leading medium-sized cross functional projects.
Perform all other related duties as assigned. Qualifications Bachelor's degree required.
Minimum 3 years health care experience required using a Customer Relationship Management system, Microsoft Dynamics required.