POSITION SUMMARY:

The CRM User Support Analyst’s primary role is to provide user support and training to our growing D365 user base. The ideal candidate is an experienced professional who is knowledgeable in CRM best practices. They can translate business requirements into user stories and proactively identify user support and training needs. This role will be responsible for actively managing data hygiene and continually seeking innovative ways to enhance user engagement.

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

SKILLS & QUALIFICATIONS 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. 

SKILLS & QUALIFICATIONS PREFERRED:

Certification in CRM systems Experience documenting business requirements and performing analysis Knowledge of data governance and data quality best practices

LOCATION:

This is a remote role. This job posting is expected to close on November 19th, 2024

COMPENSATION:

The salary range for this role is $73,000 - $144,000, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.

BENEFITS:

At Milliman, we focus on creating an environment that recognizes – and meets – the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

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.

ABOUT MILLIMAN:

Independent for over 77 years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world’s most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics and business transformation.

Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

EQUAL OPPORTUNITY:

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.