Business Systems Analyst / Process Owner - CRM/Software Implementation - Zeektek

ROLE

Manage and lead the workstream for their CRM process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Report, Dispatch) including developing a standard solution and common process design; providing necessary input for test cases, test execution and validation, data migration, and change leadership and training; cut-over, go-live, release management and stabilization support.

ESSENTIAL RESPONSIBILITIES

• Project Leadership and PlanningPoint of contact and communication for their CRM process area workstream.
• Owns and completes gap analysis, process design, configuration and training updates for CRM releases.
• Manages workstream timeline and resource needs.
• Communicates potential financial impacts of process designs to CRM program lead for budget approval.
• Produces CRM Process Area Status Report.
• Identifies, resolves, and escalates process area workstream risks, actions, issues, and decisions for their process workstream.
• Partners with other Business Process Owners, Business Program lead, Delivery and Release Manager, CRM vendors, Change Management Lead, Learning & Development, IT Program Lead, and Business leadership to anticipate resource, financial, and future process area impacts.
• Review training strategy and plans, including signing off on content.
• Partners with Change Management Lead to develop a plan and approach to socialize business changes with necessary stakeholders.
• Identifies and tracks business benefits realization during and after implementation.

• Education & DeploymentWith guidance from implementation consultants:
• Align our current state processes to the vendor's future state processes and standardize.
• Identify and design process improvement and business benefit opportunities using the future state processes.
• Documents process and functional changes.
• Provides input to RICE (Reports, Interfaces, Conversions, Enhancements) object catalog and gap analysis.
• Assists with data mapping for data conversions and act as final approver for data validation.
• Develops test scenarios and act as final approver for testing validations.
• Manages and nurtures a network of Subject Matter Experts for purpose of socializing and getting feedback on processes and functional requirements.
• Works with the SME Network to execute change and training strategies as developed by the Change Management Leader.
• Delivers Training for their process area with support from the Learning & Development department.
• Supports cut-over planning, go-live, and stabilization activities.
• Other duties as assigned.

QUALIFICATIONS

• Any combination of education and experience that would likely provide the required knowledge, skills, and abilities is qualifying. A typical way to qualify is:Six or more years of waste management experience, including significant experience in their process area (Customer Service, Collections, Post-Collections, Accounts Receivable, Reporting, Dispatch) preferred.
• Experience in process design and optimization preferred.
• Experience in complex system implementation preferred.
• Valid Driver’s License required.
• High school diploma or GED required.
• Bachelor's degree preferred.