IT Business Systems Analyst 5

Job Description

Sales Lead Management Assistant Manager and Customer Relationship Management Process SME

Description
As Sales Lead Management LM Assistant Manager and Customer Relationship Management CRM Process SME work closely with GM Retail Systems and Data Integrations Team Leads team GM IT to gather business functional non-functional behavioral and data requirements for future-state Sales Solutions. Analyze existing Sales business processes make recommendations for condensing optimizing or eliminating processes in line with business need.
As Sales Process SME analyze GM sales products offerings in relation to OEM competition. Attend industry conventions/events and gather intelligence on competitive offerings in the area of Lead Management CRM and Dealer Sales which can improve dealer profitability and increase efficiency in Sales business areas in dealerships. Call upon dealerships to stay abreast of cutting edge technologies trends in Sales and CRM Operations and incorporate this business intelligence into assessments of market competitiveness and strategic planning.
Responsibilities:
1. Manage the relationship of GMs US 3rd Party CRM participants
2. Manage and update the CRM Master Contact List
3. CRM Integration management managing and coordination of requests and determining where required integrations should take place
4. Analysis of current business process legacy system process areas legacy system data including DMS integration points and UI screen functionality
5. Synthesis and creation of future state application UI functionality
6. Development of CRM integration point business data requirements
7. Develop and review Business Requirements System Requirements Use Case Models Use Cases Requirements Traceability Matrices High Fidelity Prototypes Test Plans and Test Cases and supporting artifacts e.g. PowerPoint Visio process flows etc.
8. Review QA documentation to ensure compliance with requirements processes
9. Lead interactive workshop design and facilitation of small medium and large groups of local global GM employees contractors suppliers and dealer employees to achieve specific business objectives.
10. Interfacing with Sales Representatives from all GM regions for business investigation elaboration and ensuring alignment toward global common objectives
11. Work with CRM LM Providers and internal GM teams to evaluate CRM products for entrance into the DVMP CRM Program. Dealer Vendor Management Program
12. Develop CRM LM Certification requirements and associated business processes to be included within the DVMP framework.
13. Provide GM with Dealer perspective on dealer sales and CRM/lead management processes
14. Work closely with GM DVMP team to develop necessary vendor agreements to support sales solution integrations and implementation
15. Develop and maintain CRM LM Integration Roadmap for Sales Solution activities and integration prioritization with certified CRM products
16. Work with Dealer Data Operations Team Customer Lifecycle Team GM IT GM Legal Lead Delivery Management Team and any other appropriate organizations to ensure all needed input is included in Sales Solutions and Data Services
17. Single point of contact with GM Field organization for Dealer Visits and other dealer interaction needed to support the CRM integration and LM activities
18. Represent Dealer Sales Solutions team at Trade events such as NADA to facilitate dealer discussions and stay abreast of industry trends in the CRM and LM space.
19. Lead the CRM and LM roadmap and strategy and development activities to align GM participating third party tools brand and dealership objectives and goals
20. Lead CRM related enhancement SIT UAT test scope preparation facilitation guiding and escalation of issues
21. CRM Program Reporting - integration status updates DVMP CRM Metrics and reporting
22. General Support for the following CRM contracts GM system ID setup facilitation CRM troubleshooting and issue escalation CRM specific GM communication and escalation program execution
23. Manage and facilitate new CRM onboarding and consideration process
24. Manage CRM decertification and sunset management activities
25. Support and assist with Dealer Vendor Advisor website updates
26. Single point of contact for CRM participants to escalate CRM related dealer lead or GM integration issues and questions
27. Single point of contact for CRM related lead flow issues and concerns
28. Advise GM teams of proper engagement for CRM contacts and participants for various requests
29. Follow up frequently with both internal and external contacts to ensure tasks and issues are resolved and action items are completed

Qualifications

Required Experience:

Extensive knowledge and previous experience working with Automotive Sales Lead Management Solutions and associated business processes 3 to 5 years

Experience in working with automotive OEM 2 to 5 years.

3-5 years Dealership experience

Ability to ramp-up quickly on new work assignments

High level of analytical ability where problems are unusual and difficult

Demonstrated technical and professional skills in job-related area required

A team-oriented mentality with the ability to build relationships

The keen ability to recognize and value the importance of sharing ideas results
and best practices

The ability to multi-task across a wide range of activities while remaining calm
and efficient

Demonstrated experience/skill-sets should include:

Technical Writing/Competence

Attention to detail analytical computer skills interpersonal communication

High level of analytical ability in data coding implementation and interpretation through testing and developing use cases as well as business cases for data sources/implementation

Brand/Product Expertise

Familiar with General Motors products brands divisions and dealer network structure

Knowledge of Dealer and CRM systems

Project Management Strategy

Possesses strong communication presentation and problem-solving skills

Managing and Measuring work organizational agility problem solving process management Drive for Results

Required and able to be hands on related to creating test plans test cases and managing test execution and results

PMI PMP Certification

Technical Skills

Proficient in Microsoft Office Word Excel PowerPoint MS Project Lotus Notes and SharePoint

Ability to effectively interact with IT individuals and ensure business needs are being met

Preferred Experience:

5 years of experience working with Automotive Sales Lead Management Solutions Processes

5 years dealership experience

2 years of experience working with automotive OEM

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.