CRM Application Analyst

Under limited general direction, supports, configures, enhances, and maintains SaaS-based CRM and customer-facing applications that support customer engagement and business operations. Working closely with business stakeholders, implementation teams, vendors, and technology partners, this role translates business requirements into effective system solutions, improves business processes and data quality, and helps ensure reliable integrations, system performance, and a positive customer experience.

• Translates business requirements into application configurations, workflows, and system enhancements without custom code wherever possible.
• Partners with business stakeholders to gather requirements, clarify business rules, prioritize enhancements, and drive continuous process improvement.
• Configures and maintain CRM and customer application features including fields, forms, workflows, automations, queues, user roles, and permissions.
• Supports and validate integrations with adjacent systems, ensuring accurate data flow, monitoring errors, and coordinating issue resolution.
• Monitors application health, data quality, and user adoption metrics; proactively identify issues, gaps, and improvement opportunities.
• Analyzes, troubleshoot, and resolve incidents and service requests, coordinating with internal IT/business teams and external SaaS vendors as needed.
• Participates in release management activities including testing, validation, regression support, and communication of changes to end users.
• Creates and maintain application documentation such as process flows, configuration standards, user guides, and support procedures.
• Provides end-user support, training, and knowledge transfer to drive adoption and effective use of customer applications.
• Ensures solutions align with defined business processes, governance standards, security requirements, and data management practices.
• Contributes to application roadmap planning by identifying opportunities to improve customer experience, operational efficiency, and system usability.
• Other duties as assigned.

• 6+ years of experience supporting enterprise applications, business systems, or related technologies preferred.
• High school diploma or GED required.
• Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field preferred.
• Experience supporting SaaS-based enterprise applications, preferably customer relationship management (CRM) or customer-facing systems.
• Experience gathering and documenting business requirements, business processes, business rules, user stories, and acceptance criteria.
• Experience configuring, testing, implementing, and supporting enterprise applications and system enhancements.
• Experience performing production support, incident management, root cause analysis, troubleshooting, and issue resolution.
• Experience supporting application releases, user acceptance testing (UAT), and change management activities.
• Experience monitoring data quality, validating integrations, and supporting system interfaces and data flows.
• Experience managing application enhancement backlogs and prioritizing work based on business needs and operational impact.
• Ability to collaborate effectively with business stakeholders, IT teams, vendors, and cross-functional partners.
• Intermediate proficiency with Microsoft Excel and Microsoft 365 applications.
• Strong analytical, problem-solving, organizational, and communication skills.
• Ability to manage multiple priorities and adapt to changing business requirements.

• An ecologically innovative company that finds and mentors people committed to protecting the environment and sustaining our communities.
• The largest employee-owned resource recovery company in the industry with terrific benefits to help you prosper.
• A creative and caring culture that values community, diversity, altruism, accountability, collaboration, and learning by doing.
• An inspired company mission driven to use and return resources to their best and highest use through the practice of the 4R's: Reduce, Re-use, Recycle, and Recologize.
• Distinct professional challenges to connect with, care for, and grow community that sees a world without waste.

• Paid time off and paid holidays.
• Health and wellness benefits including medical, dental, and vision.
• Retirement plans (Employee Stock Ownership Plan, 401(k) with match).
• Annual wellness incentives.
• Employee Assistance Program (EAP).
• Educational assistance.
• Commuting benefits.
• Employee referral program.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this job; and pursuant to applicable law, we will consider for employment qualified applicants with criminal records. It is important that you provide accurate information on the job application, inaccurate information may cause delays in the processing of your application and/or may disqualify you as a candidate.

Recology is an equal opportunity employer committed to supporting an inclusive work environment where employees are valued, heard, and provided development opportunities. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, citizenship, disability, protected veteran status, or any other basis that is prohibited by law.

This description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, effort, work conditions, and benefits associated with the job.