Department/Location:  

780 – IT / National Headquarters

​100% on site at National HQ

Job Title: 

CRM System Analyst

Reports to:

CRM System Manager

Salary Grade:  

ý – Grade 15

($67,579.20 - $105,081.60/year)

Type of position:

 ý Full-time        o Part-time

Minimum Hours: 40/hour work week

ý  Exempt         o  Nonexempt

Job Summary: The following statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. 

This position involves supporting activities related to development support, enhancements, and maintenance of the CRM system, with an emphasis on security roles and related functionality within the CRM system.  Additionally, this individual must apply communication and problem-solving skills to guide and assist user groups on issues related to the design, development, and deployment of CRM software critical to business operations.     This individual serves as the business subject matter expert for security roles and related functionality within the CRM system.  The role supports the strategic roadmap by identifying opportunities to leverage the CRM system and other associate facing applications.  

Essential Functions:

• Act as the subject matter expert for security roles and how they relate to functionality within the CRM system
• Assist in the development of a Strategic Roadmap for the CRM System
• Understand business strategy and provide recommendations for enhancements
• Assist in the intake and prioritization of backlog items to facilitate sequencing of CRM system requests   
• Take ownership of assigned items to drive resolution
• Support ongoing maintenance and upgrade of the technology
• Participate in planning and requirements gathering sessions with stakeholders to define requirements and deliverables
• Communicate impact of changes due to project deliverables to the CRM System Manager

Essential Skills and Experience:

• Five to Seven years of experience in business and information technology with CRM system experience preferred
• Ability to understand and anticipate business needs
• Ability to organize and prioritize to ensure the success of multiple initiatives in a timely manner
• Strong written and verbal communication skills with the ability to communicate with all levels in a manner that is understandable to business units
• Understanding of DAV policies and procedures
• Strong interpersonal skills with an ability to obtain a consensus with the ability to communicate with both technical and non-technical audiences
• Ability to work through complex technical situations
• Action oriented individual who has strong decision making skills
• Self-motivated owner of multiple tasks and accountability for deliverables
• Must be able to achieve goals with minimal supervision or direction
• A thorough understanding of the Internet, Web Navigation, Windows Operating System, Microsoft Excel, Visio, Word, PowerPoint, CRM systems and other applications as required
• Display professionalism and emotional intelligence across all settings
• Quick learner, adaptable to new situations and challenges
• Solve problems quickly and effectively while performing root cause analysis

Degree of Supervision:

Physical Demands and Work Environment:  The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical Demands:  Job requires sitting up to eight hours a day and standing two to four hours a day.  Body movement primarily in hand and arm functions associated with normal office activities.  Hand and eye coordination, and hand dexterity is required for handwriting and keyboarding over prolonged periods of time.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.  This position requires occasional lifting and/or carrying of no more than 25 pounds, and bending, squatting, pushing, and pulling.  
• Work Environment: The noise level in the work environment is usually minimal.
• This role is expected to be on site at our National HQ in Erlanger, Kentucky.