Business Analyst - CRM Support Specialist - Flowserve Corporation

Flowserve is a world-leading manufacturer and aftermarket service provider of comprehensive flow control systems. Join a company whose people are committed to building a more sustainable future to make the world better for everyone. With 16,000+ employees in 50+ countries, we combine our global reach with local presence. Our team challenges themselves to approach each situation with ingenuity and creativity to help provide our customers with the most innovative flow control products and services. We support 10,000+ customers worldwide, creating products to meet the needs of our customers who are supplying energy, fresh water, pharmaceuticals and other essentials to consumers, businesses and governments globally. We invite you to put your talents and career in motion at Flowserve. Company Overview: If a culture of excellence, innovation and ownership is what you’re searching for, consider putting your experience in motion at Flowserve. As an individual contributor, or as a leader of people, your enterprise mindset will ensure Flowserve’s position as the global standard in comprehensive flow control solutions. Here, your opportunity for professional development and industry leading rewards will be supported by our foundational commitments to the values of people first, integrity and safety. Thinking beyond opportunity and reward, at Flowserve, we are inspired by working together to create extraordinary flow control solutions to make the world better for everyone! **Summary:** We are seeking a dynamic Business Analyst to join our team and play a key role in supporting our global commercial organization. This position involves managing and maintaining our Salesforce instance, providing user support, delivering training, and leveraging analytics to drive sales performance. The ideal candidate will be proactive, detail-oriented, and capable of working collaboratively across time zones to ensure a seamless experience for our worldwide users. This role is crucial to optimizing our CRM processes, supporting business goals, and ensuring data integrity within our Salesforce environment. **Responsibilities** : + Reply promptly to helpdesk tickets from CRM users around the world. Provide a high-quality, professional response that resolves the issue while encouraging best practices. Escalate as needed those items that require additional support. + Aid our commercial organization in sales pursuit using our Salesforce instance. Identify trends as well as discrepancies or gaps. Use dashboards, reports, and other analytic tools to produce reliable and actionable output. + Maintain the CRM user hierarchy, ensuring that individuals have the access necessary to perform their job function while maintaining adequate security for sensitive areas. Associate users to those records for which they have responsibility. + Participate in the evaluation of enhancements made to the CRM system. Perform user acceptance testing and provide feedback. + Provide training as needed to those unfamiliar with our CRM solution. Contribute to guides and other collateral used to support training on any new functionality. + Perform other ad-hoc tasks defined by your manager. **Requirements:** + BS or BA Degree in relevant field and 3–5 years experience in customer-facing (internal or external) role. + Ability to collaborate with resources located in other time zones in order to provide a consistent experience for the users regardless of their location. Capable as well of operating independently, using your judgement when the situation calls for it. + Advanced Excel skills including vlookup, pivot tables, and writing formulas containing multiple functions. + Ability to create detailed models using raw data from multiple sources – including the cleansing and standardization of data when necessary. + Strong analytical and problem-solving skills with attention to detail. This includes the use of multiple validation steps to ensure accurate deliverables. + Comfortable communicating in English via phone and email. **Preferred Experience / Skills:** + Familiarity with Salesforce configuration, reporting, or administrative tools. + Experience with CRM implementation or optimization projects. + Experience working as part of a team providing 24/7 support to a worldwide organization. + A background in CRM (lead management, quoting, forecasting etc.) is a plus. + Knowledge of sales processes such as pipeline management, lead nurturing, and forecasting. + Strong understanding of data governance principles and practices. + Certification in Salesforce or related CRM tools is a plus. **Benefits:** Flowserve offers competitive pay, annual bonuses, medical benefits on day 1, generous paid vacation time, paid holidays, 401(k) and many other excellent benefits! **Req ID** : R-12195 **Job Family Group** : Information Technology **Job Family** : IT Business Analysis EOE including Disability/Protected Veterans. Flowserve will also not discriminate against an applicant or employee for inquiring about, discussing or disclosing their pay or, in certain circumstances, the pay of their co-workers. Pay Transparency Nondiscrimination Provision If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access flowservecareers.com as result of your disability. You can request a reasonable accommodation by sending an email to employment@flowserve.com. In order to quickly respond to your request, please use the words "Accommodation Request" as your subject line of your email. For more information, read the Accessibility Process.