IT CRM Systems Functional Analyst

The IT Systems Functional II will work within the IT Team to support the overall Customer Relationship Management (CRM) system/network needs of Niagara’s corporate office and plants.

• Ability to work in a fast-paced, dynamic environment collaboratively with a cross-functional team and manage minor project implementations
• Work with the business to understand and document requirements, determine design and approach, configure, and test various applications to deliver and support business needs
• On-going analysis of the supply chain process to identify opportunities for process and system improvements, efficiency gains, and cost reduction through the use of various supply chain applications and data mining tools
• Organize, schedule, and run meetings to identify supply chain opportunities and system needs
  • Interacting with multiple departments including but not limited to IT, Accounting, Finance, Transportation, Customer Service, Planning, Distribution, and Production
  • Documenting meeting minutes, action items, issues, and risks
• Documenting requirements, process flows, new functionality, and creation of SOP/training materials
• Review system design approaches to ensure they fully meet the business requirements
• Write use cases, business rules, and other artifacts such as swim lane diagrams and activity flow diagrams to effectively articulate and represent business processes, desired outcomes, and requirements
• Produce key documents, both in written and presentation format
• Training super and end-users on new functionality and process changes
• Ability to plan, track, escalate, and deliver upon tasks and timelines assigned
• Excellent problem solver with the ability to keep many driving factors and requirements in focus
• Troubleshooting daily operational system issues to define root cause and define temporary/permanent solutions
• Available for 24/7 support (scheduled and off-hours)
• Monitor and improve process and technology and provide insights into the overall status
• Strong communication and documentation skills, ability to communicate and interact at the executive and junior levels
• End to end Project Management throughout the project lifecycle: including administration, planning, configuration, testing, training, implementation, support, and change management
• Work with application vendor’s technical support to identify/resolve application defects
• Work with internal and external stakeholder to identify system enhancements and gaps to design and build a sustainable solution
• Guide other IT resources as needed
• Proactively identify and address defects/issues independently
• Please note this job description is not designed to contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without prior notice.

• Minimum Qualifications:
  • 2 Years – Experience in e-Commerce, CRM Applications and Information Systems
  • 2 Years – Experience in Position
  • 2 Years – Experience managing people/projects

• Preferred Qualifications:
  • 4 Years – Experience in e-Commerce, CRM Applications and Information Systems
  • 4 Years – Experience working in Position
  • 2 Years – Experience managing people/projects

• Lead Like an Owner
  • Makes safety the number one priority
  • Keeps alert for safety issues and escalates immediately
  • Effectively prioritizes tasks based on department goals
  • Shows respect to others and confronts interpersonal issues directly
  • Prioritizes resolution of customer issues effectively
  • Responds promptly and honors commitments to internal and external customers
• InnovACT
  • Makes recommendations to continuously improve policies, methods, procedures, and/or products
  • Demonstrates adaptability by reacting appropriately to unexpected changes in situations or circumstances
  • Increases performance through greater efficiency
• Find a Way
  • Seeks to develop technical knowledge through learning from other experts
  • Understands interdepartmental impact of individual decisions and actions
  • Seeks solutions rather than placing blame
• Empowered to be Great
  • Consistently looks for ways to improve one’s self through growth and development opportunities
  • Communicates clearly and promptly up, down, and across
  • Communicates effectively to manage expectations

• Hands-on experience in designing and implementing e-Commerce & CRM Applications
• Knowledge of data flow between different information systems and experience working with integrated information systems is desired
• Ability to translate complex business needs into a design document and articulate the desired functionality and the test cases to the technical teams
• Basic knowledge of SQL and any other technical tools is an added advantage
• Analyze and develop solutions addressing customer needs
• Overall high degree of professionalism
• Strong team-oriented interpersonal skills including facilitation and the ability to effectively interface and work with a wide variety of people.
• Must work independently
• Strong analytical, problem-solving skills and critical thinking skills
• Ability to manage multiple priorities and projects
• Strong written and verbal communication skills including the ability to provide detail documentation of a technology incident
• Proficient computer skills (i.e. Microsoft Office, Outlook, Visio, Excel)
• Excellent interpersonal, communications and analysis skills, planning and organizational proficiency and good business judgment
• Ability to delivery effective and professional presentation to peers, management and other professionals within our field

• Bachelor’s Degree in Business Information Systems, Management Information Systems, Supply Chain, Engineering, related field, or equivalent work experience

• Master’s Degree in Business Information Systems, Management Information Systems, Supply Chain, Engineering, related field, or equivalent work experience