Business and Systems Analyst, Acting CRM Manager
September 2008 — Present
Analysing user needs and requirements to come up with software solutions for clients mainly in the tertiary education industry.
Implementation consultant and analysing change management needs
Project Managed teams and the implementation of a Software As A Service CRM system
Extensive experience in the implementation of a CRM system, and as a CRM consultant
Analysed processes and CRM software system and developed more effective processes.
Translated business requirements into best practice concepts for implementation in chosen solutions.
Outlining and mitigating project and team risks
Detailed configuration of chosen system including interface layout, inclusion of necessary data fields, and
Analysis and creation and maintenance of analytical reports from stored data for management and daily use
Conducted review and analyses of data to establish metrics and determine opportunities for improvement.
Coordinated data imports and exports and determine clients' data needs
Resolved operational and customer issues through in-depth coordination with management and established a user group forum for future cross departmental liaison.
Acted as liaison and handled vendors and suppliers as needed
Management of IT service providers and stakeholders and CRM Office subordinate
Daily monitoring and management all systems and applications and promoted the proper use and adoption of CRM
Evaluating system requirements and performance and informing stakeholders
Team lead for testing, support and training of implemented systems: Took part in the preparation of Project plan, and team plans for training, support and user acceptance testing. Got a detailed understanding of business functionality and took the responsibility of preparing the Functionality Test Plan which was used by testing team while doing their testing process.