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Job Field: Office Jobs
Location: SALT LAKE CITY, UT
Job Type: Full Time

JOB SUMMARY:

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IT CRM Analyst August 27, 2012 - November 27, 2012 Location: Salt Lake City, UT Salary Range: $40-55K Employment Type: Full Time Employer: Parallel HR Solutions, Inc. Description: The IT CS Systems Analyst is responsible for administering applications, troubleshooting, training users, documenting procedures, and helping users related to Customer Service application and technology issues. Duties: Objectives: Design and maintain CRM application using a combination of application configuration and web design. Respond to reported issues, requests amp; inquiries of a problematic technical or functional nature. Support both platform and application issues. Handle reported issues that may require escalation or follow-up to a higher level of expertise such as developers or designers. Assess reported issues and suggest or deploy fixes and enhancements. Provide training and support to internal customers amp; technical groups on application features, processes, methodologies and toolsets. Create business case documents supporting project initiatives including business cases, requirements documents, project technical scopes and specifications, and technical use cases in accordance with established service levels and documentation standards. Work with team members to build knowledge and provide backup assistance when amp; where necessary. Design reports for call center management Interact with key partners in building, maintaining, supporting and auditing accounts and applications. Perform daily, weekly, and monthly maintenance to ensure proper functionality of systems. Install applications and telephone hardware Troubleshoot and diagnose common hardware and software problems with as little impact to the customer as possible. Identify areas in functional business area where improvements can be made to streamline workflow and application flow resulting in measurable savings of time, effort and money. Understand industry best practices in functional business areas (call center operations for example) to leverage technology, driving improvements in work flow and applications. Develop and maintain working relationships with a diverse group of business people (supervisors, managers, directors, etc) in order to gain an in-depth understanding of the company s business processes to support the prioritization and delivery of demand. Communicate technical ideas in non-technical language to the business. Qualifications: Requirements: Self-motivated, innovative person with analytical, problem solving, organizational, and interpersonal skills with the ability to adapt to changes and new ideas. Experience with CRM technologies (Right Now), application administration and chat clients preferred. Report design using SQL, Crystal Reports, Microsoft Reporting Services required. Web design experience including PHP, HTML, javascript, CSS. Working knowledge of .NET preferred. Experience leveraging SaaS applications and cloud based technologies. Business Process /Workflow Re-Engineering or working with companies through automation or system enhancement of existing work practices. Basic batch scripting experience. Basic IT skills such as understanding basic networking, pc application installations. ITIL Foundation certification preferred. Background in facilitating meetings, gathering customer requirements, and documentation using a consultative approach to build consensus. Business Process Re-Engineering or working with companies through automation or system enhancement of existing work practices. Ability to demonstrate history of positive customer communication and relationship management. Dedication to delivering an exceptional customer experience is a must.

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