Multi-Tech Systems, Inc
  • Mounds View, MN, USA
  • Salary
  • Full Time

The Business Analyst - CRM will play a critical role in the development and execution of our CRM strategy and optimization. The role will have a direct impact on building and enhancing relationships with our customers, driving the success of our sales teams, and providing data visualizations for the executive team to afford data-driven decision making across the organization. The position will be responsible for multiple concurrent projects and implementation of MultiTech's CRM.


Serve as the primary CRM administrator and subject matter expert by maintaining and configuring Microsoft Dynamics CRM and related applications daily, including, but not limited to:


  • Lead the successful project implementation and execution of new CRM database, Microsoft Dynamics, including installation, support and trouble-shooting for tools that integrate and enhance CRM solution. Design and administer the CRM tool to support the enablement of business requirements, including configure, test and deploy changes to CRM database entities, fields, screens, views, forms, workflows, reports and dashboards.
  • Design and manage CRM processes, workflow rules, and business logic to ensure maximum productivity and efficiency.
  • Understand the sources of data that feed the CRM system and liaison with third party vendors as needed to recommend how best to collect, organize, and use this data to maximize revenue.
  • Work cross functionally with Marketing, Sales, IT and other related teams to support, gather requirements and ensure we adhere to best practices.
  • Track and report work from ideation to completion and communicate status with multiple stakeholders.
  • Develop and provide end user training plans and troubleshoot end user questions and issues.

Enhancements and Ongoing Maintenance

  • Stay up to date on all Microsoft Dynamics product releases, system updates and best practices to steer new customizations and integrations. Design and test enhancements, including platform updates and bug fixes; coordinate user acceptance, regression and integration testing; make changes and corrections, as needed.
  • Regularly analyze business requirements and processes to drive continuous improvements and enhancements to system to support business needs.
  • Troubleshoot and resolve user issues in a daily support capacity in CRM and ERP.
  • Create change requests and design documents to adhere to compliance.
  • Ensure data quality standards are followed, including the removal/merging of duplicate records.
  • Update users, security profiles, access rights and manage licenses for users.
  • Work directly with Microsoft Dynamics CRM consultants and developers to incorporate new functionality.


  • Maintain daily/weekly/monthly/quarterly reports and dashboards that measure productivity and support the day-to day needs of the organization.
  • Fulfill specific database requests and analysis regarding orders, customer information, and other sales related initiatives.


  • Ensure a world class customer experience.
  • Performs other duties as assigned.
  • Follow and enforce all MultiTech rules and policies.


  • B.S. in IT, Computer Science or other related degree required.
  • 5 years of professional experience in Microsoft Dynamics for CRM, Sales and Marketing required. Including the creation of design specification documentation for the project including specifications for customizations, data migration, and system integrations.
  • Strong understanding of Microsoft technologies including .NET framework, Azure, SQL Server.
  • Good Familiarity with Agile methodology.
  • Knowledge of designing functional interfaces and positive user experience.
  • A leader who solicits input from others to understand business requirements and able to translate them into technical requirements.
  • Strong problem solving and creative technical skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses.
  • Demonstrates solid leadership behaviors and competencies.
  • Excellent organization and communication skills including presentation, verbal/written communication, and time management skills.

EEO/AA Employer M/F/D/V

Multi-Tech Systems, Inc
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