Commercial Platforms Business Analyst

Summary

Seeking a Commercial Platform Business Analyst to play a pivotal role in the ongoing administration and enhancement of our Microsoft Dynamics CRM platform, supporting over two hundred users. Reporting to the Manager of Commercial Platforms, the candidate will ensure the CRM system is optimized to meet evolving business needs and empower HMT sales teams to operate with greater efficiency, insight, and digital fluency. In this role, the candidate will take ownership of identifying system improvements, resolving issues before they escalate, and translating business requirements into scalable CRM solutions. The ideal candidate brings a strong analytical mindset, a knack for uncovering opportunities in data and processes, and a passion for using technology to drive measurable business value. This is a remote position with the ideal candidate based in the Eastern or Central time zone. 
 

Essential Duties and Responsibilities

CRM Administration and Support

• Serve as the primary administrator for Microsoft Dynamics CRM, managing user access, roles, permissions, and configurations.
• Monitor system performance, troubleshoot issues, and coordinate with internal IT and external vendors (e.g., CapGemini) for timely resolution.
• Maintain CRM data integrity by performing regular audits, deduplication, and validation processes.

Platform Optimization & Process Improvement

• Collaborate with the Manager of Commercial Platforms to implement enhancements that streamline workflows and improve user experience.
• Identify and resolve process bottlenecks from lead generation through deal closure.
• Support the implementation of best practices to reduce sales cycle times and improve conversion rates.

Data Management & Reporting

• Partner with Manager of Commercial Platforms to ensure CRM data is accurate, scalable, and compliant.
• Assist in the development and maintenance of dashboards and reports that provide actionable insights to sales leadership.
• Support initiatives to improve data capture, quality, and usability for better decision-making.

Training and Change Management

• Assist in the development and delivery of training materials and sessions to improve CRM adoption and digital fluency among sellers.
• Support change management initiatives to ensure smooth transitions during platform updates or process changes.
• Function as a liaison with external CRM partners (e.g., CapGemini) to ensure enhancements and support align with business requirements.
• Coordinate with internal stakeholders to gather feedback, prioritize feature requests, and communicate system updates.
• Work closely with sales, marketing, and enabling teams to align CRM functionality with business needs.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Work Experience

3–5 years of experience in a business analyst, CRM administrator, or platform support role, preferably in a sales or commercial operations environment.
 

Technical Skills/Physical Requirements

• Direct experience with Microsoft Dynamics 365 CRM is essential.
• Experience supporting or working with ERP systems (SAP, M3, Oracle).
• Proven history of working with cross-functional teams including sales, marketing, IT, and analytics. Proficiency in CRM configuration and administration, including workflows, dashboard user roles and related.
• Familiarity with Power BI.
• Understanding of data governance, data quality and reporting basics.
• Ideally Microsoft Certified (Dynamics 365 Fundamentals).
• Travel: Limited