Lead IT Applications Analyst – CRM / Salesforce
|Published||April 29, 2023|
Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, including TimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton.Job OverviewWe have an exciting opportunity for a Lead IT CRM Analyst to join our global IT team in Milwaukee, WI. We offer a hybrid work schedule (2 days per week in the office for collaboration, team meetings, working sessions, etc. and up to 3 days per week can be telecommuting from your home office.)In this role you will, perform business analysis tasks for the CRM program (over Salesforce.com platform) across Komatsu's Global Mining Business Division. The program will put in place effective CRM functions to better serve our internal Dealers, third party Distributors and external customers.Key Job Responsibilities Serve as lead subject matter expert for CRM Platform, Architecture, applications and functions in the cloud-computing ecosystem and maintain ongoing understanding of CRM functionality, updates and releases. Establish and maintain CRM Platform Architecture standards to sustain high performance, scalable solutions in accordance with industry best practices Identify and document technology design specifications based on analysis of end user needs and generate need-gap analysis. Define project requirements by identifying milestones, phases and components and work to translate business requirements into technical specifications. Translate large business objectives into technical roadmap and supporting big picture blueprint Architect and design transformational solutions to meet business requirements in accordance with industry best practices, ensure quality testing for new functionality, enhancements, configuration changes and releases to drive quality solutions delivering incremental value through releases. Work collaboratively and apply strong communication skills to perform business analysis for existing and new stakeholders, processes and functionality. Leverage CRM expertise to collaborate with business and end users to define and analyze problems ad determine most suitable technical, application or configuration solutions Work with CRM Global Program Management, Developers, and consultant resources to convert the requirements to functional and technical design ensuring best practices are followed for efficiency and future scalability. Manage wide variety of CRM projects of varying size and scope and work with business stakeholders from many parts of the global business at all different levels of the organization. Work with various Komatsu locations to provide mass user initial training and give follow up refresher and support to the existing Salesforce users via online training modules. Provide feedback and updates on Salesforce performance, issues and fixes to applicable users, regional stakeholders and leadership team. Gather stakeholder inputs on reporting needs to ensure development of accurate metrics and KPIQualifications/Requirements Bachelor's degree in IT or a related field; or equivalent work experience 6+ years of progressive experience working with CRM platforms Experience with salesforce experience cloud and Heroku is preferred 2+ years of experience managing development projects on salesforce.com or other cloud-based CRM platforms Project management, Quality and System Testing of web-based software preferred. Applications to mining equipment a definite plus. Experience designing and conducting technical training and writing technical training documents Excellent organizational, presentation, and communication skills. Effective change and project management skills Must be able to communicate with all levels of the organization including the ability to explain technical concepts to non-technical user groups Willing to travel is helpful. Additional InformationKomatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.