Expense Reduction Analysts is a leading global B2B consulting business based in West Malling, Kent. Our company is a UK based franchise organisation who has successfully expanded operations in 35 countries worldwide over the last 25 years.

The CRM Support Analyst role is responsible for providing 1st line support for users of our Microsoft Dynamics CRM and associated Apps.

The role will work in a collaborative team environment and be responsible for escalating users issues as appropriate, managing relationships with 2nd line support, advice and development from/to team members.

Core duties and responsibilities include the following. Other duties may be assigned.
• Provide help desk services to our internal clients
• Manage and progress users support emails and calls
• Document problems and activity and solution for each case
• Communicate the status of issues to users and to the IT team
• Identify high priority customer issues and escalate as appropriate, including management
• Work with IT team and other company’s members to investigate, test and develop solutions and workarounds to resolve client issues/requests
• Update users and change permissions within the CRM
• Create and edit CRM Dashboards
• Create and edit CRM forms and Workflows
• Create and edit SharePoint Pages, permissions and Workflows
• Perform in-depth analysis of CRM user issues to determine causes and solutions
• Deliver CRM Refresher Training on an ‘as needed’ basis
• Perform in-depth analysis of recurrent issues to determine causes and make/propose changes as required
• Develop your personal technical knowledge base on- and off-the-job
• Gain an understanding of the underlying business, data and processes sufficient to provide expert advice to users in the use of Dynamics CRM
• Participate in the identification and specification of requested larger changes and enhancements, maintaining a prioritized product backlog
• Participate in the delivery of changes within an agile development environment in collaboration with the CRM Manager, the Global IT Manager and other team members
• Assist in ongoing development of the CRM platform including all associated Apps and API
• Other duties as assigned