CRM Support Business Analyst

at  Thermo Fisher Scientific

JOB DESCRIPTION

When you are part of the team at Thermo Fisher Scientific, you’ll do important work. You’ll have the opportunity to grow and learn in a culture that empowers your development. We have created an inclusive, global environment that values the power of diverse talent, backgrounds, and experiences to drive speed, productivity, innovation, and growth. We are seeking an upbeat, responsible candidate to join our growing organization.
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science. With revenues of $25 billion and the largest investment in R&D in the industry, we give our 80,000 employees the resources and opportunities to make significant contributions to the world. The customers we serve fall within pharmaceutical and biotech companies, hospitals and clinical diagnostic labs, universities, research institutions, and government agencies. Our products and services help accelerate the pace of scientific discovery and solve challenges ranging from complex research to routine testing to field applications.

JOB DESCRIPTION:

• Handle the CRM support request process and lead the triage, assignment, and resolution of CRM support requests.
• Provide user support for Customer Relationship Management (CRM) break/fix, maintenance, and enhancement requests.
• Manage CRM personas and new user request and user modification processes.
• Lead CRM change management activities, including the development of CRM announcements and the development of training content.
• Serve as the product owner and developer for on demand training content on Thermo Fisher’s automated training platform, WalkMe.
• Work with CRM IT support to ensure that that technical development requirements are priotitized and align with business stakeholder requirements.
• Conduct root cause analysis on CRM break/fix requests.
• Complete user acceptance testing and user training on assigned CRM development requests.
• Develop reports and advanced finds to support the reporting needs of the business.

REQUIRED KNOWLEDGE OR EXPERIENCE WITH:

• 4+ years of experience as an analyst working with CRM systems; prefer Microsoft Dynamics or Salesforce applications
• Experience with training automation tools, preferably WalkMe
• Strong understanding of relational database architecture
• Strong written and verbal communication skills
• Familiarity with Agile project management methodology
• Creative, collaborative problem solver that thrives in a fast-paced team environment
• Ability to translate business problems into technical solutions
• Ability to travel 5-10%

MINIMUM EDUCATION REQUIREMENT:

Bachelor’s degree or equivalenttechnical field experience

Please refer the Job description for details