CRM & Cloud Computing Specialist Type: Full-time Experience: Mid-level Functions: Information Systems, Reports to: Chief Information Officer FLSA Status: Non-Exempt POSITION SUMMARY Lead CRM and cloud computing projects from conceptualization to implementation. Play a pivotal role enhancing and administering CRM and web applications in support of the company’s service delivery objectives. Work closely with internal stakeholders to support effective cloud computing solutions, including but not limited to HiTime, HiPerformance, and HiBoarding, which satisfy client HR needs and expand employee self service options. Maintain a strategic approach in support of CRM and web services which emphasize best practices, improve user productivity, and satisfy client expectations. Work closely with vendors and users to understand and explain system operations, identify training needs, document system procedures, research new technologies, and manage software updates. Reasonable Accommodations Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Essential Duties • • • • • • • • • • Serve as a technical resource to users for CRM and cloud-based systems. Play a lead role evaluating new CRM technologies and developing plans for implementation. Support business and technical process efforts using CRM and cloud computing solutions. Define user adoption requirements related to CRM change requests, enhancements, and new functionality based on best-practices. Leverage strong planning and technical skills to maximize system integration and user efficiencies. Provide technical support expertise to ensure CRM and cloud computing solutions are efficiently utilized. Investigate and solve CRM operational or system issues which interfere with user adoption and productivity. Work closely with users across all service areas to ensure CRM work flows and data fields work and meet operational needs. Develop and maintain documentation regarding CRM and cloud computing systems configuration, application workflow, and business rules. Perform training as needed. Develop actionable insight into trends and opportunities related to CRM and web app services Actively contribute to the overall positive culture of the company. POSITION QUALIFICATIONS Competency Statement(s) • • • • • • • • • • • • • • Project Management - Ability to organize and direct a project to completion. Change Management - Ability to encourage others to seek opportunities for different and innovative approaches to addressing problems and opportunities. Resource Management (People & Equipment) - Ability to obtain and account for the proper usage of equipment, facilities, materials, as well as personnel. Accountability - Ability to accept responsibility and account for his/her actions. Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. Analytical Skills - Ability to use thinking and reasoning to solve a problem. Detail Oriented - Ability to pay attention to the minute details of a project or task. Customer Oriented - Ability to take care of the customers’ needs while following company procedures. Interpersonal - Ability to get along well with a variety of personalities and individuals. Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely. Judgment - The ability to formulate a sound decision using the available information. Energetic - Ability to work at a sustained pace and produce quality work. Decision Making - Ability to make critical decisions while following company procedures. SKILLS & ABILITIES Education: Bachelor's Degree in a related technical or computer science or information systems discipline (four year college or university). Experience: • Four years experience supporting CRM, cloud computing solutions, or web applications. • Excellent project planning, documentation and work flow design and analysis skills. • Must be a true self-starter, identifying organizational/operational challenges and resolving them independently by using CRM systems and cloud solutions. • Experience with web development technologies. • Excellent verbal and written communication skills. Demonstrated proficiency in technical writing is required. • Understand the importance of your role in creating an environment in which our employees create great work and make positive impressions on clients • Collaborative spirit, results driven with the ability to manage multiple priorities and work against deadlines. • Demonstrated project discipline and experience. Must be organized, focused, and driven toward established goals and deadlines. Computer Skills Advanced knowledge of MS Office and deep knowledge of CRM software programs Other Requirements Perform other duties as assigned. May be required to work evenings and weekends as necessary. The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.