CRM Systems Analyst
Company: Baker Botts LLP
Location: Washington
Posted on: October 8, 2024
Job Description:
Job Category: Knowledge Services - Enterprise Business
Sys.Requisition Number: CRMSY001928Apply now
- Posted: September 19, 2024
- Full-TimeLocationsWashington D.C.700 K Street, N.W.Washington,
DC 200015692, USAHouston910 Louisiana StreetHouston, TX 770024995,
USABaker Botts, a full-service, leading international law firm
recognized for our understanding of the industries we serve, is
seeking a CRM Systems Analyst to join our Knowledge Services
team.The CRM Systems Analyst will draw upon problem solving,
critical thinking and technical skills to analyze and resolve
customer challenges, develop best practice methods, and ensure
customer success. This is a stakeholder-facing role which requires
excellent communication and people skills. In addition, a positive
attitude, rigorous work habit, as well as professionalism in the
workplace are a must. The candidate must have strong analytical,
organizational, and multi-tasking skills.This is a full-time, fully
remote, exempt position resident in our Houston or DC office with
excellent benefits.Essential Duties and Responsibilities:
- Serve as the primary technical administrator and Subject Matter
Expert of the DealCloud Customer Relationship Management (CRM) and
Enterprise Relationship Management (ERM) Systems.
- Perform back-end administration of the system to include
advanced troubleshooting as issues arise.
- Perform efficient and effective technical testing of features
on the CRM platform during implementation and upgrades to ensure
system functionality meets user needs and is deployed bug free by
running through pre-defined test cases.
- In collaboration with the Client Development Systems Engineer,
define, write, and test integrations between various data sources
and the DealCloud system.
- Serve as a core team member for the DealCloud
implementation.
- Stay abreast of the software development lifecycle and
collaborate with Client Development and the Knowledge Services team
to highlight new features through implementation and releases.
- Maintain familiarity with the capabilities, limitations, and
best practices related to the CRM/ERM systems and factor them into
day-to-day activities of the Client Development systems
ecosystem.
- Prepare and maintain technical documentation for CRM/ERM
systems, processes, and procedures in a timely, clear, and concise
manner.
- Create and maintain custom advanced reports and dashboards
based on various criteria to facilitate personalized customer
engagement.
- Collaborate with the KS team to integrate CRM with other
relevant systems, add-ons, ERM and email marketing tools.
- Maintain database design with focus on deep understanding of
data integrity and the normalization of data within the CRM
system.
- In collaboration with systems engineer, ensure CRM system
availability and performance.
- Maintain and build custom objects, fields, layouts, validation
rules, triggers, and flows for the CRM system.
- Perform mass data imports using the API or import tools as
requested by business users.
- Provide 2nd tier support for escalated support tickets for
related systems.Other duties and responsibilities:
- Provide support to other firm projects as needed.
- Perform testing of monthly IT and security updates, as
required.
- Review and remediate security vulnerabilities identified in the
Client Development systems ecosystem.
- Attend training for DealCloud and related
applications.Qualifications:
- Bachelor's degree in related field strongly preferred.
- 5 years of relevant experience in a legal or professional
services environment in lieu of Bachelor's degree.
- Knowledge of standard CRM Systems such as DealCloud,
Salesforce, Dynamics, and ERM Systems such Intapp
Relationships/Gwabbit.
- Experience supporting a legal or professional services firm's
CRM System.
- Knowledge of SSRS reporting.
- Ability to work occasional nights and weekends for system
upgrades and fixes.
- Ability to participate in multiple high priority projects and
initiatives simultaneously.
- Ability to meet required deadlines.
- Ability to self-manage.
- Ability to interact with customers and team members employing a
high degree of tact, diplomacy, and professionalism.Extent of
Contact (Within and outside the Firm):This position requires
contact with individuals within the firms as follows: Client
Development team, other members of Knowledge Services, IT,
Information Security team, and other firm administrative and legal
support staff.This position requires contact with individuals
outside the firm as follows: firm software vendors and
consultants.Physical Demands:
- Must be able to sit for extensive periods of time, either while
using the telephone or computer.
- Must be able to lift to 10 pounds, squat, kneel and bend.
- Must be able to work in a high-pressure environment with time
restraints and frequent interruptions.Working Conditions and
Environment:
- Position is full-time and requires a five-day work week and
standard hours as outlined in the Firm policy manual. Additional
hours, including weekend and evening hours may be required to
perform the essential functions of the job.
- Position may require some out-of-town travel, including
weekends.
- This role may be performed remotely; however, regular in office
meetings may be required.Baker Botts is committed to cultivating a
culture where our attorneys and staff thrive professionally and
personally. We are proud to offer a comprehensive benefits program
designed to support and enhance the overall wellbeing of our
employees and their families.If this position is placed and worked
in the Washington office of Baker Botts L.L.P., the salary range is
$96,000 - $112,000.Baker Botts L.L.P. is an equal opportunity
employer and considers all qualified applicants for employment
without regard to race, color, gender, sex, age, religion, creed,
national origin, citizenship, marital status, sexual orientation,
disability, medical condition, military and veteran status, gender
identity or expression, genetic information or any other basis
protected by federal, state, or local law.
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Keywords: Baker Botts LLP, Frederick , CRM Systems Analyst, Professions , Washington, Maryland
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