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Job Title: Business System Analyst - CRM & Workflow
Area of Interest: Information Technology
City: Bellevue
State/Province: Washington
Job Description: We have an exciting opportunity for a Business Systems Analyst/Configuration Analyst to join our Business Technology team!  We are looking for a skilled solution designer who can configure solutions in support of our business processes. The Analyst will work with key business stakeholders and be responsible for the design, configuration, support, and training of our enterprise Dynamics CRM system and AWD workflow system. This role will design and implement the system configuration including entity relationship design, user interface design, system process creation, security role administration, data imports, and reporting for minor enhancements to large scale projects. The Analyst will also work with business users to guide them through the most effective use of the system by applying their knowledge of CRM and workflow best practices. This role will also liaise with our development team to design and support custom solutions and system interfaces.

Responsibilities include: 

  • Configuration of CRM and workflow systems including creation of entities/tables, screen development, process creation, and security roles
  • Assist with documentation of business requirements and process mapping for CRM and workflow systems
  • Collaborate on solution design with business partners, IT, and Business Technology team members
  • Work closely with IT development team on system integrations and custom solution
  • Lead committee meetings for prioritization of enhancements
  • Become expert on system capabilities allowing us to fully leverage the capabilities of the tool and minimize development costs
  • Work closely with business partners to understand business processes and pain points in order to proactively recommend solutions
  • Develop data import processes and controls to maintain data integrity
  • Provide support in the integration of CRM and workflow systems with our business intelligence tool and provide guidance to business partners with report creation
  • Keep informed of industry best practices and new system capabilities 
  • Facilitation of user acceptance testing including development of test cases and defect tracking
  • Assist with resolution of production issues
  • Assist with development of end user training material and system procedures 
  • Bachelor's degree in computer science, business or related field, or comparable industry experience
  • Experience with configuring MS Dynamics CRM or similar including entities, processes, and security
  • Solid understanding of MS Dynamics CRM system capabilities including sales, marketing, and service modules
  • Relational database design experience
  • Experience configuring a workflow system a plus
  • Ability to effectively communicate solution recommendations and customization approach with client stakeholders
  • Excellent analysis and critical thinking skills
  • Excellent written and oral communication skills, ability to create business requirement documents, user acceptance testing and communication plans, training plans and presentations
  • Demonstrated ability to document system procedures and effectively deliver training on system functionality
  • Strong program/project management skills in deploying IT systems implementations, knowledge of SDLC
  • Proven ability to manage and deliver on multiple concurrent deliverables
  • Proven capability in building good relationships within immediate team and across multiple internal and external partner groups
  • Sound understanding of IT architecture and technology concepts.  Specific knowledge of Symetra internal systems desirable
  • SCRUM or Agile project management experience a plus
  • Microsoft Dynamics CRM certification a plus
  • Experience with Tableau or other reporting tools a plus
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