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Thermo Fisher
is hiring
Business Analyst, CRM Support
About Our Company
Thermo Fisher Scientific Inc. is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD.
Job Description & Responsibilities
How you will make a difference:
This is an exciting opportunity for a candidate with extensive Customer Relationship Management (CRM) system experience to lead CRM customer support efforts and drive the CRM organizational change strategy. In this role you will partner with various sales, marketing, business development and sales operations partners to build and enhance CRM commercial applications to support user needs. The ideal candidate will use their knowledge of CRM systems and business process best practices to support CRM users and CRM development efforts.
- Handle the CRM support request process and lead the triage, assignment, and resolution of CRM support requests.
- Provide user support for Customer Relationship Management (CRM) break/fix, maintenance, and enhancement requests.
- Manage CRM personas and new user request and user modification processes.
- Lead CRM change management activities, including the development of CRM announcements and the development of training content.
- Serve as the product owner and developer for on demand training content on Thermo Fisher’s automated training platform, WalkMe.
- Work with CRM IT support to ensure that that technical development requirements are priotitized and align with business stakeholder requirements.
- Conduct root cause analysis on CRM break/fix requests.
- Complete user acceptance testing and user training on assigned CRM development requests.
- Develop reports and advanced finds to support the reporting needs of the business.
Requirements
Required knowledge or experience with:
- 4+ years of experience as an analyst working with CRM systems; prefer Microsoft Dynamics or Salesforce applications
- Experience with training automation tools, preferably WalkMe
- Strong understanding of relational database architecture
- Strong written and verbal communication skills
- Familiarity with Agile project management methodology
- Creative, collaborative problem solver that thrives in a fast-paced team environment
- Ability to translate business problems into technical solutions
- Ability to travel 5-10%
MINIMUM Education Requirement:
Bachelor’s degree or equivalenttechnical field experience
This position has not been approved for relocation assistance.
What we offer
We offer competitive remuneration, annual incentive plan bonus, healthcare, and a range of employee benefits. Thermo Fisher Scientific offers employment with an innovative, forward-thinking organization, and outstanding career and development prospects. We offer an exciting company culture that stands for integrity, intensity, involvement, and innovation!
The salary range estimated for this position based in Oregon is $76,000.00–$113,000.00.
This position may also be eligible to receive a variable annual bonus based on company, team, and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on, which includes:
- A choice of national medical and dental plans, and a national vision plan, including health incentive programs
- Employee assistance and family support programs, including commuter benefits and tuition reimbursement
- At least 120 hours paid time off (PTO), 10 paid holidays annually, paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave), accident and life insurance, and short- and long-term disability in accordance with company policy
- Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan
- Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount
