CRM & Five9 IT Systems Analyst

Description:
Job Summary
The CRM & Five9 IT Systems Analyst is integral to the IT Business Analysis team, focused on supporting and enhancing the organization's CRM systems (Salesforce) and Five9 call center solutions. Working under the direction of the Manager of IT Business Systems, this role demands a collaborative approach with IT peers, business stakeholders, and third-party vendors to deliver comprehensive technical and functional support. The analyst is tasked with troubleshooting, resolving incidents, and managing the CRM and Call Center platforms to ensure they are optimized and aligned with organizational goals. This position emphasizes a proactive integration of new technologies, continuous improvement, and the assurance of seamless operation and integration of Salesforce CRM and Five9 platforms.
This role focuses on continuous improvement, staying informed about the latest trends and technologies, and ensuring seamless integration and optimization of the Salesforce & Five9 platform. The IT Systems Analyst demonstrates adaptability, a strong understanding of industry best practices, and a commitment to delivering exceptional user experiences and satisfaction. Additional responsibilities include proactive platform improvements, serving as the primary point of contact for business stakeholders, mentoring and coaching junior team members, and collaborating with IT management in developing and refining IT policies, procedures, and strategies