Operations Analyst  

The Central Operations Analyst is responsible for driving operational efficiency and effectiveness across the Courts and Justice division. The Central Operations Analyst collaborates with other division staff while representing C&J interests in Tyler-wide initiatives and projects. Central Operations Analyst projects impact multiple departments as well as other Tyler divisions.

This position has a significant impact on employee satisfaction and is primarily responsible for minimizing Operations spend, ensuring all C&J departments are operational and working within Industry Best Practices.

Responsibilities:

Serve as the Subject Matter Expert and primary support contact for the CRM software system used by the division, performing the following duties:

Serve as first point of contact for CRM questions and outages, validating issues experienced by staff, resolving issues, and escalating issues when necessary.

Configure and modify the CRM software system to meet new business requirements, primarily updating product details and templates.

Provide guidance to managers and staff in the Support Department on best usage of CRM.

Train new staff members how to use CRM.

Act as the divisional representative on the enterprise-wide CRM Business Analyst Committee, where you will:

Discuss current CRM issues, solutions to issues, and propose CRM changes requested by divisional leadership. Must be able to communicate needs and advocate for divisional priorities.

Validate changes made to the corporate CRM system: Coordinate testing within the division, conduct testing, resolve issues encountered, document test cases and results, communicate results.

Act as Project Manager of CRM projects.

BS/BA degree in related field or equivalent experience is required.

Hands on experience as a CRM Analyst with a strong understanding of the tool’s concepts, including commonly used definitions, data, practices, and procedures of service.

Experience in the following tools is also required: Atlassian JIRA, Microsoft Dynamics CRM, Web Self Service, Confluence.

Some experience or a strong desire to learn several of the following tools is preferred: Tableau, Coveo, Support Logic, ZenDesk, Cornerstone, PSA ChangePoint, Bomgar, PagerDuty, DataDog, a survey tool (such as Checkmarx or Survey Monkey).

Experience testing CRM integrations and understanding of JIRA integration and key concepts desired.

Excellent interpersonal and consultative skills, including verbal and written communication skills, facilitation, teamwork, and customer service skills.

Expanded Microsoft PowerPoint & Excel knowledge.

Ability to visualize concepts and data, for example, using flowcharts to communicate business processes.