Applications Support Analyst
Job Details
Colorado Springs, CO - Colorado Springs, CO
Full Time

Position Summary

Support the general operations and projects of the Microsoft Dynamics CRM application (Protech CRM) product by becoming the primary applications support, configurations and reporting specialist for internal web-based application and portions of the public website.

 Essential Duties/Responsibilities 

  • Assist CRM organizational operations and internal users by resolving Tier II tickets, project and planning meeting participant, requiring initiative to improve usage and processes, maintain data integrity, and ticket resolution
  • Manage and create CRM reports, queries, and dashboards by gathering requirements, designing, testing, and ongoing maintenance relying on experience and judgement 
  • Become a process expert on ACSI’s CRM custom calculations, cyclical events and workflows related to membership renewal, events, publication division, and accounting process support; initiate trouble and inquiry tickets; problem mitigation  
  • Assist Business Systems Analyst with application and project life cycle activities, and related duties
  • Assist in the management of tickets and maintain the relationship with our Protech Associates CRM vendor
  • Assist in configurations, testing, and projects
  • All other duties as assigned

Spiritually the ideal candidate shall possess characteristics that reflect

  • a demonstrated acceptance without reservation of the ACSI Statement of Faith
  • a strong, clear Christian testimony, acknowledging Christ as Savior and seeking to live as His disciple
  • a desire for spiritual growth as evidenced by his/her prayer life, Bible study, and spiritual outreach to others
  • a mature, godly spirit
  • a Christian role model (Luke 6:40) in attitude, speech, and actions toward others. (This includes being committed to God’s biblical standards for sexual conduct.)
  • a person of faith and prayer
  • a broad acceptance of and by the evangelical Christian community
  • a strong knowledge and understanding of Scripture
  • a servant leader
  • an active participation in a local Bible-believing church

Required Experience and Education

  • Four or more years of experience supporting CRM or ERP application reporting and dashboards
  • SQL experience preferred
  • Three or more years in an SDLC environment, or similar methodology, to include extensive testing, detailed project and training documentation, and timely deliverables 
  • Two or more years of application vendor relations to include creating and resolving incident tickets
  • Bachelor’s or Associate’s degree in computer science or related field preferred; degree may be offset by extensive experience with ERP or CRM applications support or as lead user.  Experience in computer science, project processes, IT team member, applications power user, workflows, notification processes, and multi-business unit support preferred.
  • Experience supporting multiple business teams such as customer service, accounting, warehouse, inventory, and off-site offices
  • Assertiveness and confidence in contacting and guiding business users

Physical Demands and Work Environment

  • Employee is regularly required to walk, sit, use hands and fingers, talk and hear
  • Essential duties require the use of computers to process information
  • The employee frequently is required to reach with hands and arms
  • Specific vision abilities required by this job include the ability to read at close range and distinguish colors and contrasts
  • The noise level in the work environment is usually minimal