• CRM Business Analyst

    Location UK-London
    Information Technology
    Position Type
    Regular Full-Time
  • Overview

    The CRM Business Analyst will be responsible for supporting various aspects of Sony Music’s CRM solution while participating in trouble-shooting/analysis, documentation, system testing, user support & user training.  This person must work with minimal supervision in a team-based environment and exhibit strong communication skills (written & verbal) in order to interact effectively with fellow team members, business users and other IT groups.


    • Performing 1st and 2nd level support for the CRM SalesForce, SalesForce Marketing Cloud, Wave Reporting, and Forms Tool systems
    • Following up regularly with the user community to identify system issues and requirements
    • Working with business unit personnel to prioritize work accordingly
    • Meeting with developers to review system requirements
    • Testing systems and enhancements before presenting to the user community
    • Conducting user acceptance testing when implementing functionality, bug fixes, or new systems
    • Creating detailed requirements documents using the appropriate templates and/or analysis tools
    • Handling multiple analyst assignments concurrently
    • Preparing user training documentation & performing one-on-one or group training sessions with users

    Person Specifications

    • 3+ years experience in a professional business environment providing system support
    • Demonstrated self-starter who can complete projects with minimal supervision
    • Strong written and verbal communication skills:
      • Ability to write a complete, detailed requirements document that describes a significant enhancement or new system area
      • The ability to communicate effectively via email with business users, team-members, and other IT groups
    • Ability to interact well with business users at different levels within the organization
    • Excellent at setting user expectations regarding general system support as well as for enhancements & bug fixes
    • Keen prioritization skills and the ability to handle multiple tasks or projects concurrently
    • Ability to work well in a collaborative, team-oriented environment
    • Ability to work in a high pressure environment and meet critical deadlines
    • Excellent organizational skills and attention to detail
    • Exercises good judgment; escalates and reports on issues appropriately


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