CRM Business analyst, Johannesburg

• Provide ongoing analysis and implementation of required enhancements for CRM system/s.
• Manage pipeline of CRM system requests
• Provide CRM system support for all end users
• Document and implement CRM system workflows
• Monitor usage of key CRM system features
• Create and manage Google reports using functions and pivots to be able to record data and build charts
• Solid understanding of SSRS reports
• Provide daily, weekly and monthly reporting to key stakeholders
• Communicate with key stakeholders to update them on the status of projects
• Maintain customer relationship through regular communication providing customer service
• Analyse data and create reports that will help better understand clients
• Analyse data to determine areas of improvement for current processes
• Help customers develop strategies to improve use of CRM technology features to increase efficiency

Qualifications and Experience

• Tertiary qualification essential (Degree / Diploma) in Business/Commerce or Science
• 3+ years' experience working with data sets in MS Excel
• 3+ years experience in delivering projects in either a business analyst or project management role
• 3+ years experience working with a CRM system/s

Knowledge and Skills

• Excellent analysis and problem solving abilities with regards to Communication, Technology, Customer Service, Problem Solving
• Solid understanding of MS Excel - capture & record data, building charts & graphs, use of excel formula functions, creating & utilizing pivot tables
• Proficient with analytical and technical software
• Proficient in using CRM software
• Understanding of MS-Power BI tool and reports
• Ability to explain complex processes and ideas
• Proficient with software development life cycle
• Proven track record in identifying and resolving customer issue