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Company

Milliman · 4 hours ago

CRM User Support Analyst

Silver Springs, NV

Full-time

Remote

Mid, Senior Level

$73K/yr - $144K/yr

5+ years exp

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Responsibilities

Manage the CRM support inbox, including response, issue tracking, and escalation. Own and resolve user inquiries in a timely and efficient manner

Point of contact responsible for providing technical support and troubleshooting-assistance to users experiencing issues with the system

Document user stories for handoff to Senior CRM Analyst and Product Manager, track updates and steps to resolution, ensuring a comprehensive knowledge base for future reference

Manage Dynamics 365 license provisioning process for the firm. Monitor and manage license usage

Manage data quality in Dynamics, implement data quality improvement initiatives and best practices. Perform regular data management tasks. Generate and analyze reports to identify trends, issues and opportunities for improvement

Create and maintain a calendar for announcing updates to users. Develop and distribute user updates regularly

As part of calendar, host regular training sessions and roundtables to educate users on CRM capabilities, updates and best practices

Develop and optimize training materials to improve user CRM experience and education. Analyze user feedback and use to improve and inform training materials

Identify opportunities to improve data quality, system performance, and user adoption and develop and implement plans to address these areas

Collaborate with cross-functional team to document requirements and scope enhancements and new features to be added to the backlog or handed off to development team

Qualification

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CRMMicrosoft DynamicsData managementMicrosoft Office SuiteCRM certificationBusiness requirements documentationData governance knowledgeData quality best practices

Required

Bachelor's degree in Information Technology, Business Administration, or related field.

5 years of experience in CRM

Proven experience in CRM user support and data management.

Strong technical skills and familiarity with CRM systems (Microsoft Dynamics preferred).

Excellent problem-solving and analytical abilities.

Strong communication and interpersonal skills.

Ability to manage multiple tasks and prioritize effectively.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Detail-oriented with a focus on accuracy and quality.

Preferred

Certification in CRM systems

Experience documenting business requirements and performing analysis

Knowledge of data governance and data quality best practices

Benefits

Medical, dental and vision coverage for employees and their dependents, including domestic partners.

A 401(k) plan with matching program, and profit sharing contribution.

Employee Assistance Program (EAP).

A discretionary bonus program.

Paid Time Off (PTO) starts accruing on the first day of work and can be used for any reason; full-time employees will accrue 15 days of PTO per year, and employees working less than a full-time schedule will accrue PTO at a prorated amount based on hours worked.

Family building benefits, including adoption and fertility assistance and paid parental leave up to 12 weeks for employees who have worked for Milliman for at least 12 months and have worked at least 1,250 hours in the preceding 12-month period.

A minimum of 8 paid holidays.

Milliman covers 100% of the premiums for life insurance, AD&D, and both short-term and long-term disability coverage.

Flexible spending accounts allow employees to set aside pre-tax dollars to pay for dependent care, transportation, and applicable medical needs.