Senior Analyst (Sales Support)

Senior Analyst provides frontline operational support for Microsoft Dynamics 365 CRM used by global Marketing, Sales, Order Management and Finance teams across multiple regions and time zones. This role focuses on resolving user issues, executing standardized CRM administration tasks, and special improvement initiatives.
Key Responsibilities
• Provide support for users of Dynamics 365 CRM and connected platforms across regions (Americas, EMEA, APAC), following defined SLAs and escalation paths.
• Resolve common issues related to user access, automation flows, data management, views, etc.
• Accurately document issues, impact, and resolution steps to support effective handoffs across time zones (follow-the-sun support).
• Support standardized data quality processes, including duplicate identification, basic imports, and data corrections aligned with global governance.
• Support creation and maintenance of global knowledge articles, FAQs, and how-to documentation.
• 1–3 years in CRM support, Sales Operations, Revenue Operations, or business systems roles
• Working knowledge of Microsoft Dynamics 365 Sales or similar CRM platforms
• Experience supporting users via a ticketing system in a structured environment
• Strong communication skills and service-oriented mindset
Preferred Qualifications
• Exposure to global sales processes or multi-region user support
• Basic understanding of Dataverse concepts and CRM security models
• Familiarity with Power Platform components (consumption-level)
• Demonstrated fluency in SQL for querying and analyzing large datasets
Key Performance Indicators (KPIs)
• SLA adherence across regions and time zones
• Ticket quality and documentation accuracy
• Reduction in repeat issues through improvement initiatives
• Successful completion of assigned ad-hoc projects

Employment type
Full-time

Work arrangement
No