CRM Support & Solutions Analyst

• Collaborating with business stakeholders to identify opportunities to enhance processes, working with development teams to build test and deploy solutions: providing efficient technical support, troubleshooting and resolving issues based on service management principles
• ensuring data accuracy and integrity, through regular data review and improvement
• enabling effective system use through effective and diverse user training and guidance
• Providing CRM technical support services to the organisation as part of a team: ensuring that all user incident and service requests are logged, tickets contain accurate detail and categorisation
• tickets are updated with new information and progress, are troubleshooted and diagnosed through to resolution
• ensuring that SLAs are adhered to (target of 90%), and users are kept informed, to ensure a high level of service
• Manage changes through the creation of Change Requests, meeting with stakeholders to understand and document business requirements and scope and working with third-party development teams to deliver the implementation of changes, ensuring that changes are delivered to the correct standard, are tested, and implemented safely
• Support the design of training material and conduct training sessions for end-users to enhance their understanding and effective use of the system, aiming to cater for a diverse workforce who have different levels of abilities and learning styles
• Create solutions that empower the business to self-serve, ensuring that processes are handed over to process owners or representatives in the business and ongoing support provided
• Support the data strategy, which includes the monitoring and improving the quality and accuracy of data, through regular checks and corrections, and liaising and supporting data owners to correct data anomalies

• Commercial experience with working in an application or CRM technical support role
• A good understanding and experience of service management principles, such as managing incidents and requests using a ticketing system
• Good understanding of data architecture to be able to understand how data is structured in a system, helping to effectively spot and fix data-related issues
• Excellent and demonstrable problem-solving skills, able to think critically and has a high attention to detail
• Experience with process improvement initiatives
• working closely with stakeholders to identify improvement opportunities and pain-points, applying technical and system knowledge to design solutions, and see them through to deployment utilising existing development resources
• Demonstrable track record of taking initiative, completing work at pace, working effectively both independently and as part of a team, and showing a willingness to take on responsibility and contribute to achieving shared goals
• Excellent interpersonal, verbal, and written communication skills and the ability to interact in a professional manner with a diverse group of non-managers, managers, directors, super users and third-party software providers

Experience of working with Microsoft Dynamics CRM is highly desirable as our CRM is a Dynamics CRM

• 25 days holiday (rising to 29 with service) plus bank holidays, a birthday day off, and Christmas closure
• Private pension scheme with employer contributions and free pension advice
• Private medical insurance (includes Online GP and Wellbeing Assistance) and a Health Cash Plan (includes dental and optical cashback)
• Enhanced family-friendly policies and life assurance
• Access to resources supporting wellbeing, including an Employee Assistance Programme and mental health first aiders
• Development Opportunities: Learning and development tailored to your career growth
• Inclusive Environment: We’re a disability-committed and EDI-focused employer, with values that celebrate diversity and inclusivity
• Recognition: We hold a Gold Investors in People Award, reflecting our commitment to your development and wellbeing