CRM Business Functional Analyst, Technology Office - McDonough School of Business

Washington D.C.
Jun 15, 2017
Aug 09, 2017
Analyst, Business
Full Time
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CRM Business Functional Analyst, Technology Office - McDonough School of Business

Located at the intersection of business, government, and international relations, Georgetown University's McDonough School of Business (MSB) develops principled leaders committed to serving both business and society. Through our global perspective, we prepare students to compete in today's international business environment.

The CRM Business Functional Analyst partners with internal MSB customer groups to deliver CRM solutions that address continually evolving operational business processes.  Responsibilities include gap analysis of current CRM usage, gathering of business requirements, and the delivery of proposed solutions.  S/he leverages strong technical skills to meet the goals of the client and collaborates with University Information Services (UIS) teams on configuration, implementation and testing. Reporting directly to the MSB Director of Applications and Database Development, the CRM Business Functional Analyst has duties that include but are not limited to:

Customer Business Needs Analysis

  • Facilitates requirements gathering sessions with end users to elicit high level business requirements.
  • Translates customer business needs into detailed business requirements.
  • Collaborates with IT to transition customer business requirements into technical specifications.

CRM Design and Development

  • Aligns customer business requirements to MSB Salesforce CRM capabilities in order to derive configuration and customization strategies.
  • Performs ongoing evaluation of current CRM operational structure with end users and provides supplemental alternatives that increase efficiencies.
  • Performs gap analysis on current CRM implementation and formulates innovative solutions for gap closures; and proposes solutions that increase efficiency, improve structure and increase simplicity for end users.
  • Develop and maintain detailed knowledge of internal customer business processes.

CRM Program Maintenance

  • Leads, plans, and supports the ongoing implementation of CRM as an enterprise-wide repository for customer contact information.
  • Performs ongoing evaluation of current CRM operational structure with end users and provides supplemental alternatives that increase efficiencies.
  • Develops, revises and maintains process flow maps for current CRM operational work flow and proposed solutions.
  • Works collaboratively with IS teams and execute applicable tasks to support shared CRM initiatives; and participates on cross functional project teams working on key CRM initiatives.
  • Partners with CRM data integrity team to develop and evolve standardized best practices for end users to ensure data uniformity

User Training and Program Documentation

  • Conducts end user training and prepare applicable reference collateral.
  • Builds strong relationships with internal customers.


  • Bachelor's degree in related field
  • 5 years of progressively more responsible positions with CRM technologies - a strong knowledge of the Salesforce CRM product and experience customizing it for specific needs, and a vision about evolving CRM usage at MSB to further the pursuit of our strategic initiatives
  • Extensive technical knowledge and qualifications in the design and development of Salesforce application

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EEO Statement:

Georgetown University is an Equal Opportunity/Affirmative Action Employer fully dedicated to achieving a diverse faculty and staff.  All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, color, religion, national origin, age, sex, disability status, protected veteran status, or any other characteristic protected by law.

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