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CRM Technical Analyst

Job ID CRMTE02891 Date posted 05/15/2019 Location Schiller Park, Illinois Position Type Full-Time

Position Overview

The CRM Technical Analyst will assist in the development and architecture of the CRM application and help be responsible for developing and delivering high-quality technical solutions for that system. The CRM team plays a key role in helping PSAV understand their customers and improve the customers experience across all business lines.

This role is a combination of development, system configuration, and task coordination. The CRM Technical Analyst will work with the Sr CRM Tech Analyst, cross-functionally with IT and other assigned business sponsors to identify areas of opportunity for application enhancements that will help drive PSAV’s customer retention and content marketing strategy. This position will ensure quality and consistency in all team output and will develop and execute customer-centric analyses supporting the overall PSAV organization. This position reports to the Manager, Customer Relationship Management (CRM).

Key Job Responsibilities

Software Development

  • Work with business owners, business analysts, architects, DBA team, other developers and/or any 3rd party vendors when necessary to assist in developing test applications.
  • Adhere to the defined software development methodologies for ensuring milestones are met and technology standards are followed.
  • Assist in taking ownership of the project and help drive it to completion.
  • Support system design and programming specification documents as needed.
  • Partner with the QA function to perform unit and system testing to maintain quality standard. Function as project / technical lead when needed.
  • Actively build and maintain user relationship.

Microsoft CRM Application Development

  • Assist with the CRM application development and architecture.
  • Maintain the knowledge base of application development processes and technical standards.
  • Adhere to the defined software development methodologies for ensuring milestones are met and technology standards are followed.
  • Create system design and programming specification documents as needed.
  • Provide solutions for technical challenges.
  • Collaborate with the Sr CRM Technical Analyst on the production source control environment for Microsoft Dynamics, including the deployment process for updates and enhancements.
  • Function as project / technical lead when needed.
  • Actively build and maintain user relationship.
  • Stay in touch with new technologies and technical trends.

Other Duties and Responsibilities

  • Perform hands-on technical implementation and deployment of Microsoft Dynamics CRM.
  • Configure and customize Microsoft Dynamics CRM. This will include writing JavaScript and developing C# .Net plug-ins.
  • Assist in configuration and customization code reviews.
  • Identify creative work-arounds to meet requirements without the development of custom code
  • Understand the functional capabilities and limitations for out of the box functionality as well as custom code
  • Assist in creating technical specification documents; support and provide input into functional specification documents.
  • Work cross-functionally with other application developers to design and develop integrations between CRM and other applications (i.e. PSAV’s order management system and Oracle).
  • Learn detailed PSAV business processes and design technical solutions to meet business process requirements.
  • Work with 3rd party vendors, including Microsoft Dynamics CRM partners.
  • May assist in facilitating infrastructure-related conversations with our 3rd party on premise hosting vendor.



  • Create and maintain technical process, code and design documentation. Help establish an environment for team and project collaboration.
  • Maintain the knowledgebase of application development process and technical standard.

Process Improvement

  • Recommend process improvements as it relates to improving team communication, project communication, and overall development and testing methodologies.
  • Coordinate issue resolution with other internal and external resources.

Job Qualifications Summary

  • Bachelors Degree in related field or equivalent work experience required.
  • 2+ years of development experience in Microsoft Dynamics, including JavaScript and .Net plugin development
  • D365 Cloud experience preferred
  • Experience with Microsoft SQL databases required, including writing queries and SSRS report development.
  • Ability to self-prioritize, negotiate, and manage requests from multiple projects.
  • Exceptional analytical, organizational, interpersonal and communication (both oral and written) skills. Self-motivated, driven, resourceful and able to get things done.
  • Ability to create and maintain positive and professional business relationship with both internal associates and external business users.


  • Responsiveness
  • Ownership
  • Manages Complexity
  • Tech Savvy
  • Cultivates Innovation
  • Collaborates
  • Ensures Accountability
  • Drives Quality Results
  • Directs Work
  • Manages Ambiguity

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You’ll find some of the best rewards in the industry – from comprehensive insurance options and generous PTO to a     company-matching 401(k).