CRM Business Analyst Lead

  • Farmington, CT


: $108,820.00 - $190,210.00 /year *

Employment Type

: Full-Time


: Customer Service/Call Center

Loading some great jobs for you...

Date Posted:
United States of America
OT999: 1CP - Farmington, CT One Carrier Place, Farmington, CT, 06032 USA
Job Summary

Otis' Global Service System (GSS) is an enterprise initiative of implementing Microsoft Dynamics 365 for Otis' sales, field service and call center work streams. The CRM Business Analyst Lead will work closely with the Global Sales, Field Service, and Call Center business Leads as the CRM Sales subject matter expert. This individual will be responsible for gathering requirements, performing fit/gap analysis, and identifying the right solution to meet the business needs. In addition, this individual with lead a team of business analysts.

  • Design solutions to meet business requirements
  • Review and validate third party CRM solutions
  • Review and validate code developed by vendors
  • Manage team of business analyst
  • Identify workarounds to meet requirements without the development of custom code
  • Understand functionality coming in Microsoft's future releases
  • Assist with Systems Integration & User Acceptance testing
  • Design and integrate business processes and data flows between CRM applications and other applications, such as back office/ERP applications
  • Configure the application to meet a client's requirements using the Microsoft Dynamics CRM Customization Tool
  • Train client personnel on the usage and administration of Microsoft Dynamics CRM (functional user training and technical training)
  • Analyze front office processes (sales, marketing and customer service) to identify opportunities for improvement

Required Skills:
  • Strong understanding of CRM forms, screens, views, workflows and reports development
  • Strong understanding of CRM functional capabilities and limitations for out of the box functionality as well as custom code

  • Ability to understand and deliver business objectives
  • Excellent understanding of the software development process
  • Ability to work with multiple vendors and multiple global locations
  • Strong knowledge and experience working with MS CRM Partner Network
  • Proven experience in working global IT projects - demonstrate past project experience in working with onshore and offshore resources, software vendors, and global deployment locations
  • 5+ years of IT experience
  • 3-5 years of Microsoft Dynamics CRM experience
  • Excellent verbal and written communication skills

  • BA/BS degree
  • Preferred degrees should be in Computer Science, Management Information, or related field

Travel Requirements:


United Technologies Corporation is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

Associated topics: analyse, analyze, financial analyst, forecasting, guidance, law, legal, monitor, strategy, valuation analyst

* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

Launch your career - Upload your resume now!

Upload your resume

Loading some great jobs for you...