CRM Digital Operations Specialist

- Lead cross-functional digital initiatives that involve CRM, SYSPRO integrations, DSP, and related platforms on a day-to-day basis. - Convert business requirements into organized user stories, configuration tasks, and vendor requests. - Facilitate collaboration between internal stakeholders, IT, SYSPRO, and external implementation partners. - Plan and assist in system testing (SIT/UAT), which includes defining test cases, executing tests, tracking issues, and obtaining sign-off. - Configure and manage business applications (e.g., CRM, DSP) within established governance frameworks. - Maintain an in-depth understanding of the data model and significant relationships (e.g., customer, machine, order, ticket) within CRM/DSP and their connections to SYSPRO. - Assist with controlled data tasks such as imports/exports, data cleansing, and standardizing picklists and naming conventions. - Create and sustain standard reports and dashboards in CRM/DSP/other tools based on specifications provided by management and business stakeholders. - Conduct intermediate data tasks as necessary (e.g., exports/imports, reconciliations, basic queries, or advanced Excel) to ensure data quality and assist with reporting or troubleshooting integrations. - Develop and conduct training for users on new systems, features, and process changes (in group settings, virtual sessions, or individual support). - Create and maintain user-facing documentation, quick reference guides, and concise process maps. - Track adoption metrics (e.g., CRM usage, completion of essential fields, adherence to workflows) and suggest targeted training or process enhancements. - Assist the Administration Group Manager in conducting a regular Digital Operations & Innovation schedule (e.g., monthly/quarterly review meetings) to assess backlog, priorities, and adoption. - Identify opportunities to optimize workflows, minimize manual tasks, and enhance consistency across regions or departments. - Act as a primary point of contact for business users regarding questions about digital processes and tools (excluding hardware or infrastructure issues handled by IT). - Cultivate strong working relationships with Sales, Service, Operations, Finance, and other departments to comprehend needs and challenges. - Provide concise updates to leadership about project statuses, risks, and dependencies.