CRM End User Support Specialist

About the job

Job Details Description
Essential Responsibilities

• Provides day-to-day support to end-users on enterprise applications, addresses issues, and ensures optimal system utilization.
• Gathers and analyzes business requirements aligning with key stakeholders.
• Translates business needs into functional specifications that align with system capabilities.
• Collects data, observes workflows, and monitors system activity to identify vulnerabilities or areas of improvement
• Implements and maintains system integrations to ensure seamless data flow across different modules.
• Identifies opportunities for process improvement and efficiency gains within systems applications.
• Collaborates with business units to streamline workflows and enhances overall system performance.
• Works with users to identify system requirements; develops processing procedures and systems modifications to meet these specifications.
• Develops and delivers training programs to enhance user proficiency and promote best practices.
• Conducts thorough testing of systems solutions to ensure accuracy and reliability.
• Collaborates with colleagues at parent company to resolve any identified issues and ensure system integrity.
• Creates and maintains comprehensive documentation for configurations, customizations, and processes.
• Keeps documentation up to date with changes and enhancements to all system applications.
• Develops, maintains, and ensures adherence to company s IT standards and policies; ensures IT policies and procedures are documented, current and accurate.

• Assists director, as necessary, with disaster recovery planning and implementation.
• Supports personal computers, peripheral equipment, networks, communications equipment and provides support for users' software and hardware needs; provides first level support on daily routine issues and troubleshooting related to these areas.

• Bachelor s degree in information technology or other computer-related field required.
• 3-5 years experience in an information systems field required.

• Excellent verbal and written communication skills are required.
• Strong interpersonal skills required with the proven ability to collaborate in a team environment that are cross-functional in nature.
• Significant experience with Microsoft and/or Apple operating systems and applications such as the Microsoft Office Suite required.
• Experience with JD Edwards and Microsoft Dynamics preferred; advanced training/certifications in either or both applications strongly preferred.
• Must possess strong understanding of ERP systems and integration principles.
• Must possess strong problem-solving skills and be detail oriented.
• Candidates must be highly organized and able to meet deadlines.
• High quality customer service skills (including end-user empathy) are essential as is the ability to provide instruction over the telephone.

• Problem Solving/Analysis.
• Results Driven.
• Software Expertise.
• Detail Orientation.
• Customer Focus.
• Technical Capacity.
• End-user empathy.
• Communication Proficiency.