MS Dynamics CRM Analyst

At Fortune Brands Innovations, we believe that our innovation and success are fueled by the passion of our people and the strength of our teams. Together, we work to fulfill dreams of home by aligning around common goals, being agile in the face of change, holding ourselves accountable, and acting with integrity and transparency. We succeed when everyone belongs and strive to build a Home for All where all associates can be their true, authentic selves at work. Learn more about our culture here .

Job Description

As a member of the Enterprise Architecture team, the MS Dynamics Service CRM Analyst will help execute Fortune Brands Innovation’s technology strategy in alignment with business needs and priorities. The CRM Analyst will collaborate closely with technology teams and business teams to enable our fast-paced business to grow and evolve. Working with a high-performance team, the focus will be on the timely design and delivery of CRM and Enterprise Apps initiatives using modern lean application development.

Position location: Hybrid (onsite Tuesday, Wednesday, Thursday) out of one of our key office locations in: Maumee, OH, North Olmsted, OH or Deerfield, IL.

RESPONSIBILITIES:

1. Collaborate with stakeholders to understand business requirements and translate them into technical specifications.
2. Collaborate with cross-functional teams to integrate MS Dynamics CRM with other systems and tools, such as ERP systems, marketing automation platforms, and customer support tools.
3. Collaborate with IT and business teams to develop governance policies, standards, and best practices for MS Dynamics Service CRM and tool administration.
4. Configure and customize MS Dynamics CRM to meet the organization's needs to support business processes and enhance user productivity.
5. Provide training and support to end-users to ensure successful adoption and utilization of the CRM system.
6. Serve as the primary point of contact for troubleshooting and resolving CRM-related issues and escalations.
7. Manage user access, security roles, and permissions within the CRM system to ensure data integrity and compliance with security policies.
8. Administer and manage other collaboration and project management tools such as JIRA, Microsoft Teams, Miro, and Smartsheet.
9. Configure and customize these tools to meet the organization's needs and provide training and support to users as needed.
10. Identify opportunities to automate and streamline processes using automation tools like Zapier and implement automated workflows to improve efficiency.
11. Stay updated on the latest features and updates in MS Dynamics CRM and other tools to provide recommendations for enhancements and optimizations.

Qualifications

1. Bachelor’s degree in computer science, Information Technology, Business Administration, or related field.
2. 2-3 years of experience with configuration of MS Dynamics Service CRM, with a strong understanding of overall MS Dynamics CRM (D365) concepts and best practices.
3. 2-3 years of experience in gathering requirements from stakeholders and configuring MS Dynamics Service CRM systems to meet user needs.
4. 2+ years of experience in customizing CRM entities, fields, forms, workflows, security roles and dashboards.
5. 1.5+ years of experience in Power Automate and Dynamics 365 Customer Insights.
6. Experience with Power BI (plus).
7. Proficiency with integration techniques and tools for integrating CRM systems with other business applications.
8. Experience in administering and managing collaboration and project management tools such as JIRA, Microsoft Teams, Miro, and Smartsheet, ADO.
9. Knowledge of automation tools like Zapier and experience in designing and implementing automated workflows is a plus.
10. Strong problem-solving skills and ability to troubleshoot and resolve CRM and tool-related issues.
11. Excellent communication, collaboration, and stakeholder management skills.
12. Certifications in MS Dynamics CRM and other relevant tools are a plus.
13. A strong background in developing and implementing software applications across multiple platforms, databases, and programming languages is highly preferred.

Additional Information

At Fortune Brands Innovations, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility/adoption benefits, and more. We offer numerous ERGs (Employee Resource Groups) to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands Innovation (FBIN) is built on industry-leading brands and innovation within our operating segments: water, outdoors, and security. We have an impressive track record of strong financial results, market outperformance, and growth, which translates into career and professional growth opportunities for associates. Please visit our website at fbin.com to learn more.

FBIN is an equal opportunity employer. FBIN evaluates qualified applicants without regard to race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability/handicap status, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodations to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application or interview process, please contact us at and let us know the nature of your request along with your contact information.