CRM Business Analyst & Trainer

  • Added Date: Friday, 21 August 2020
  • Deadline Date: Saturday, 31 October 2020

The Information Technology (IT) department at the IRC comprises of the following teams delivering enterprise technology capabilities for the IRC:

•Global Technology Shared Services

•Enterprise Resource Planning (ERP) Management

•Project Management


•Business Relationship Management

•Program Technology & Data

•HR Information Systems (HRIS)

•Enterprise CRM & Digital Platforms

IRC's Enterprise CRM and Digital Platforms team within the Information Technology Department is responsible for managing the enterprise supporter management platforms that support the global delivery of the International Rescue Committee’s private sector resources (financially contributing circa USD200M per annum), as well as the key partnerships, advocacy and influence objectives of the Global Partnerships and Philanthropy (GPP), Communications and Advocacy departments. These platforms also play an important strategic role in the creation of IRC’s brand, its awareness and support for fundraising and advocacy goals. The platforms include the Enterprise CRM platform, various donation platforms, the IRC global website and email communications platforms.

Job Overview/Summary:

We have a great opportunity for a dynamic and passionate individual to join our Enterprise CRM and Digital Platforms team. S/he is responsible for defining and managing a training and engagement plan across the organization and help our global user base optimize their CRM usage. The CRM Business Analyst & Trainer is focused on successfully supporting CRM technology strategy development and business systems projects. Primary responsibilities include research, planning, business and data analysis, requirements gathering, report generation, meeting facilitation, and the development of training materials and communications. The successful candidate will drive adoption of business terminologies, processes, and best practices. The CRM Business Analyst & Trainer is responsible for creating and updating eLearning training plans, document institution knowledge and business processes, and engage the salesforce user community. S/he will support Salesforce user adoption and help the CRM team develop sustainable solutions to user challenges. Ultimately s/he has direct impact on end users’ success and is the key enabler of platform adoption culture.

Major Responsibilities:

•Gain in-depth understanding of core business processes, functionalities, and terminologies supporting CRM

•Support process, data, and functional requirements gathering with key stakeholders

•Create knowledge base resources: terminologies, functionalities, business processes workflows and flowcharts

•Create a self-service learning culture, providing the tools and communications to encourage best practices, efficiencies, and change management

•Administer user training and reporting in support of learning path and just-in-time needs

•Review and maintain self-directed eLearning tutorials and knowledge base documentations

•Manage and organize team’s intranet informational page

•Administer monthly super user group meeting and Salesforce newsletter and feedback sessions to better understand challenges and opportunities

•Own the salesforce user engagement roadmap including plans, tools, and processes to increase efficiency

•Proactively stay up to date with Salesforce functionalities and business processes/protocols as relevant to your user audience

•Back up for other functions in the team, and participate in special projects as needed


Education: Bachelor’s Degree in Information Technology or related field

Work Experience:

•3+ years of end user training experience, creating training content, and documenting business processes required

•3+ years of experience performing Business Analysis and/or Quality Assurance

•3+ years of experience performing data analysis, research, requirements gathering, reports generation, testing, system documentation and operations

•3+ years of creating Salesforce reports and dashboards

•Experience in fundraising/development/sales, operations, data management a plus

Demonstrated Skills and Competencies:

•Passion for learning and knowledge sharing with an aptitude for speaking to both technical and business audiences

•Proficient at developing and executing learning programs and reports that improve user experience

•Exceptional written and oral communication and presentation skills in both business and technical areas

•Excellent analytical and critical thinking skills - ability to grasp key concepts and connections from complex details

•Strong planning and prioritization skills

•Advanced MS Office Suite including Excel, Word and Power Point

•Proficient with eLearning and video recording tools

•Demonstrated ability to work in a complex organization and a cross-functional team environment

•Salesforce Administration Certification a plus, as is experience with

Reports to: CRM Tech Lead

Working Environment: This role requires working remotely full or part time (i.e., telecommuting) for all candidates, including those applying for the NYC HQ office which is anticipated to open late April 2021.All applicants must have a home or alternate workspace they can effectively complete their work from during regularly scheduled hours.

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