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CRM Business Analyst

Location: Bedford, MA
Job Type: Temporary Position
Posted: 03/13/2018


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  • CM Access Contact
  • Karen Maki
  • Sr. National Recruiter
  • 857.317.8346
  • Email me

Job Description

CRM Business Analyst


Our technology consumer client northwest of Boston is looking for a CRM Business Analyst to join their team for a contract role.  In this role, you will enable a best-in-class consumer experience with the client’s CRM/CX platforms. You will ensure that relevant functions and enhancements are delivered and available to prospects, customers, agents and business users.



  • Manage and enhance functions within CRM/CX platform including customization of objects, fields, validations, package deployment, and third-party integrations
  • Analyze enhancement/implementation technology and manage execution through multiple projects
  • Create reports within CRM/CX platforms, analyze reports, promote analysis with stakeholders
  • Create and maintain documentation on policies, configurations, controls, and work flows
  • Manage complex workflow rules, data validations, process controls, triggers, and automations
  • Monitor and manage integrated data feeds in and out of the CRM platform and effectively communicate needs, issues, etc.
  • Assist in researching and developing new and efficient ways to service customers using the platform offerings via web, mobile, social, etc.



  • Bachelor’s degree in Marketing, IT, or relevant discipline
  • 4+ years of technical experience with enterprise customer service CRM systems administration; Oracle Service Cloud (formerly RightNow) preferred
  • Call center environment experience is a plus
  • Understanding of relational databases, report building, data analysis and data integration methods and tools; SQL knowledge and Tableau experience desirable
  • Exceptional communication, time management, project management skill essential
  • Ability to thrive in a fast-paced environment, detail-oriented, organized
  • MS Word, Excel, PPT, Visio; Web development skills such as PHP, HTML, JavaScript helpful


If you are a fit for this role, apply today!


As a CM Access employee you'll enjoy an excellent compensation package. Our customizable benefits package includes a variety of medical, dental, and vision options, tenure pay, company matching 401k, direct deposit, weekly payroll and referral bonuses.


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