CRM Systems Analyst
Baker Botts

Job Info

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Baker Botts, a full-service, leading international law firm recognized for our understanding of the industries we serve, is seeking a CRM Systems Analyst to join our Knowledge Services team.

The CRM Systems Analyst will draw upon problem solving, critical thinking and technical skills to analyze and resolve customer challenges, develop best practice methods, and ensure customer success. This is a stakeholder-facing role which requires excellent communication and people skills. In addition, a positive attitude, rigorous work habit, as well as professionalism in the workplace are a must. The candidate must have strong analytical, organizational, and multi-tasking skills.

This is a full-time, fully remote, exempt position resident in our Houston or DC office with excellent benefits.

Essential Duties and Responsibilities:

• Serve as the primary technical administrator and Subject Matter Expert of the DealCloud Customer Relationship Management (CRM) and Enterprise Relationship Management (ERM) Systems.
• Perform back-end administration of the system to include advanced troubleshooting as issues arise.
• Perform efficient and effective technical testing of features on the CRM platform during implementation and upgrades to ensure system functionality meets user needs and is deployed bug free by running through pre-defined test cases.
• In collaboration with the Client Development Systems Engineer, define, write, and test integrations between various data sources and the DealCloud system.
• Serve as a core team member for the DealCloud implementation.
• Stay abreast of the software development lifecycle and collaborate with Client Development and the Knowledge Services team to highlight new features through implementation and releases.
• Maintain familiarity with the capabilities, limitations, and best practices related to the CRM/ERM systems and factor them into day-to-day activities of the Client Development systems ecosystem.
• Prepare and maintain technical documentation for CRM/ERM systems, processes, and procedures in a timely, clear, and concise manner.
• Create and maintain custom advanced reports and dashboards based on various criteria to facilitate personalized customer engagement.
• Collaborate with the KS team to integrate CRM with other relevant systems, add-ons, ERM and email marketing tools.
• Maintain database design with focus on deep understanding of data integrity and the normalization of data within the CRM system.
• In collaboration with systems engineer, ensure CRM system availability and performance.
• Maintain and build custom objects, fields, layouts, validation rules, triggers, and flows for the CRM system.
• Perform mass data imports using the API or import tools as requested by business users.
• Provide 2nd tier support for escalated support tickets for related systems.

Other duties and responsibilities:

• Provide support to other firm projects as needed.
• Perform testing of monthly IT and security updates, as required.
• Review and remediate security vulnerabilities identified in the Client Development systems ecosystem.
• Attend training for DealCloud and related applications.

Qualifications:

• Bachelor’s degree in related field strongly preferred.
• 5 years of relevant experience in a legal or professional services environment in lieu of Bachelor’s degree.
• Knowledge of standard CRM Systems such as DealCloud, Salesforce, Dynamics, and ERM Systems such Intapp Relationships/Gwabbit.
• Experience supporting a legal or professional services firm’s CRM System.
• Knowledge of SSRS reporting.
• Ability to work occasional nights and weekends for system upgrades and fixes.
• Ability to participate in multiple high priority projects and initiatives simultaneously.
• Ability to meet required deadlines.
• Ability to self-manage.
• Ability to interact with customers and team members employing a high degree of tact, diplomacy, and professionalism.

Extent of Contact (Within and outside the Firm):

This position requires contact with individuals within the firms as follows: Client Development team, other members of Knowledge Services, IT, Information Security team, and other firm administrative and legal support staff

This position requires contact with individuals outside the firm as follows: firm software vendors and consultants

Physical Demands:

• Must be able to sit for extensive periods of time, either while using the telephone or computer.
• Must be able to lift to 10 pounds, squat, kneel and bend.
• Must be able to work in a high-pressure environment with time restraints and frequent interruptions.

Working Conditions and Environment:

• Position is full-time and requires a five-day work week and standard hours as outlined in the Firm policy manual. Additional hours, including weekend and evening hours may be required to perform the essential functions of the job.
• Position may require some out-of-town travel, including weekends.
• This role may be performed remotely; however, regular in office meetings may be required.

Baker Botts L.L.P. is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, gender, sex, age, religion, creed, national origin, citizenship, marital status, sexual orientation, disability, medical condition, military and veteran status, gender identity or expression, genetic information or any other basis protected by federal, state, or local law.

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