DYNAMICS CRM SENIOR ANALYST & SCRUM MASTER - CHARLOTTE (HYBRID)

This position will be supporting Sales Technology, a technical team within Compass Group, focusing on a multitude of use cases ranging from supporting new business sales, client retention, and operational needs across Compass Sectors and lines of business. This role involves leading technical analysis, configuration, and support for Dynamics CRM systems, ensuring optimal functionality to meet business objectives. You will work closely with stakeholders, developers, and end-users to design, enhance, and maintain the CRM environment.

A Dynamics CRM Senior Analyst and Scrum Master has the following responsibilities:

CRM Implementation and Maintenance

• Oversee the technical setup, configuration, and integration of CRM systems.
• Manage CRM system upgrades, ensuring minimal disruption to business operations.
• Troubleshoot and resolve complex technical issues related to CRM platforms.

Requirements Analysis

• Gather and document business requirements for CRM functionalities.
• Translate requirements into detailed technical specifications and workflows.
• Collaborate with business users to identify opportunities for CRM process improvements.

Development and Customization

• Collaborate with developers to create and test custom features, workflows, and integrations.
• Design and implement data migration strategies between CRM and other systems.
• Ensure all customizations align with business requirements and technical best practices.
• Facilitate and host Agile DevOps processes and ceremonies (Scrum, Planning, Retrospectives, etc)

System Integration

• Develop and maintain integrations between CRM software and other enterprise systems (ERP, marketing tools, etc.).
• Leverage APIs to extend CRM functionality.
• Monitor and optimize system performance and integration workflows.

Stakeholder Collaboration

• Serve as the Scrum Master and primary technical liaison between IT, business teams, and external vendors.
• Provide training and support to end-users, enhancing their experience with the CRM system.
• Communicate technical solutions effectively to non-technical stakeholders.

Data Management and Reporting

• Ensure data quality and consistency within the CRM database.
• Develop advanced reports, dashboards, and visualizations to meet business needs.
• Implement and enforce CRM security protocols and compliance standards.

• Bachelor's degree in Computer Science, Information Systems, or related field.
• 5+ years of experience with CRM platforms (e.g., Microsoft Dynamics, HubSpot).
• Strong expertise in CRM workflows, configuration, and technical support.
• Hands-on experience with CRM integrations and APIs (REST/SOAP).
• Proficiency in SQL, data modeling, and reporting tools (Power BI).
• Solid understanding of Agile or other software development methodologies.

A solid track record of the following is a must:

• Takes ownership of the timely delivery of work assigned at high quality standards
• Strong troubleshooting and learning capabilities
• Likes change and can adapt easily to changing priorities
• Detail oriented with the ability to manage multiple tasks at once
• Ability to interact with all levels of employees and all types of customers (both technical and non-technical personnel)
• Proactively seeks opportunities to broaden and deepen knowledge base and proficiencies
• Works well as a member of a team, shares knowledge and consults with others for best solutions
• Pushes creative thinking beyond the boundaries of existing industry practices and client mindsets
• Customer sensitive and results oriented
• Is able see the big picture and define success by a client satisfaction result, not best individual efforts

Special Skills and/or Training Desired:

• Familiarity with DevOps tools and CRM deployment pipelines.
• Knowledge of Customer Engagement (Sales) specific CRM use cases
• Dynamics CRM certification