Senior CRM Consultant

Company Name:
Sysazzle, Inc
job
title: Senior CRM Consultant
Location: Arlington, VA
Security: Public Trust (NACI)
Required Education: Master's Degree
Minimum Years of Experience: 10 years
Job Description:
Serve as the Senior CRM Consultant for NSF's Division of Information Systems (DIS). The DIS provides core IT
services
to the Foundation. These service areas include:
Applications
Enterprise Architecture
IT Operations and Infrastructure
IT Help Central
IT Security
Data warehouse/ Business Intelligence
The DIS service areas use various CRM systems and tools including Siebel, Remedy Monitoring Tool, and Clear Quest. The candidate will collaborate with SMEs and users in the various IT service areas to conduct an assessment of how the CRM systems and tools are currently being used to support operations and business processes.
The candidate will use the assessment results to present recommendations that will create value, improve performance, eliminate redundancies, maximize consolidation and efficiencies, and increase the effectiveness in the CRM service delivery.
Responsibilities:
The CRM Assessment initiative covers the following:
Assessment of the CRM systems in use:
Collaborate with SMEs and users of the existing CRM tools to conduct a deep dive into the current usage of Siebel, Remedy and Clear Quest.
Conduct a S.W.O.T analysis with the service area leads and SMEs to identify the strengths, weaknesses, opportunities and threats related to the usage of each CRM system/ tool.
Document the As-Is findings at the optimum level of detail using standard methodologies and tools.
Industry Best Practice Research:
Conduct research on the core capabilities of each CRM system. This includes:
Industry best practice research to learn about the ideal usage of each CRM tool.
Reach out to the vendors to gather information on all the system capabilities, modules, service models, costs, etc.
Other cost saving CRM models that the industry offers.
Consolidate the research into a concise report.
Recommendations:
Based on the As-Is assessment and the CRM best practice research, present recommendation on the most cost-effective CRM usage model for DIS. Potential recommendations may include but are not limited to:
Eliminating an existing system.
Integration between existing systems.
Leveraging more capabilities of exiting systems
Support the recommendations with a cost/benefit analysis as needed.
Requirements:
Master's degree in a related field preferred, or equivalent combination of education and experience.
10+ years experience with CRM systems specifically with Siebel, Clear Quest and Remedy.
Required Skills:
In depth knowledge of CRM from a business and technical perspective.
Excellent leadership and client management skills.
Extensive experience in Business Process Reengineering techniques and methodologies to include As-Is, To-Be, Cost/Benefit and Alternatives Analyses.
Excellent written and oral communication skills.
Excellent at multi-tasking, producing quality products, and meeting deadlines.
Ability to translate technical knowledge and information into easily understood terms and presentations for stakeholders at the various levels in the organizations.
Ability to drive project timelines to completion.
Ability to interact professionally with a diverse group including executives, managers, developers, and subject matter experts.
Ability to develop and present content in a concise, professional manner.
Commitment to excellence and high standards.
Personal
computer
and business solutions software skills.
Versatility, flexibility, and a willingness to work within constantly changing priorities.

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