Sr. CRM Business Systems Analyst

Location: Everett, WA (Hybrid - 3 days onsite)

JOB SUMMARY:

The Sr. CRM Business Systems Analyst is a senior individual contributor within Commercial AMER Revenue Operations, responsible for translating commercial business needs into requirements, solutions, and delivery plans across the CRM and adjacent commercial systems portfolio. This role combines hands-on business analysis, application configuration and support, and project/program management to keep commercial platforms reliable, well-governed, and aligned to evolving business requirements.

The Sr. CRM BSA partners directly with Sales, Marketing, Finance, Customer Support, and IT stakeholders to elicit and validate requirements, design functional solutions, and lead the projects that deliver them from discovery through implementation, adoption, and sustained operation. The role also mentors junior analysts and contributes to the intake, scoping, and prioritization practices led by the Sr. Manager, Commercial Projects, Systems & Operations.

HOW WE WORK:

At Fluke, we strive to deliver meaningful outcomes for customers and colleagues through accountability, collaboration, continuous improvement, and innovation. This role is expected to approach challenges with curiosity, move with urgency and purpose, seek opportunities to improve business processes, and build trusted partnerships across functions while maintaining the highest standards of quality and integrity.

Problem Solving & Operational Excellence

- Lead investigation and resolution of complex system and process issues.
- Utilize PDCA, 5 Whys, and root cause analysis to implement sustainable corrective actions.
- Analyze performance metrics to identify improvement opportunities.
- Approach business challenges with curiosity and data-driven analysis, seeking sustainable solutions rather than short-term fixes.

Continuous Improvement & FBS

- Apply FBS principles including PDCA, Daily Management, Root Cause Problem Solving, Standard Work, and Kaizen.
- Lead or facilitate Kaizen events focused on commercial process improvement.
- Develop standard work and performance metrics to sustain improvements.
- Foster a culture of continuous improvement by sharing best practices and helping teams adopt more effective ways of working.

Stakeholder Partnership & Influence

- Build trusting relationships across functions through transparency, accountability, knowledge sharing, and mutual respect.
- Empower business users through coaching, training, and guidance that enables greater self-sufficiency and stronger business outcomes.

1. Scope of Function 1. Business Analysis & Requirements

Serve as the primary liaison between business stakeholders and IT to elicit, analyze, document, and validate business, functional, and non-functional requirements for CRM and related commercial systems.

2. CRM & Commercial Systems Configuration and Support

Design, configure, and support Microsoft Dynamics 365 CRM and its connected commercial technology ecosystem — including Sales, Marketing, territory and pricing functions, and integrations with ERP, eCommerce, PIM, identity, and partner portal platforms ensuring platform reliability, data integrity, and alignment with business process needs.

3. Case Management, Customer Portal & Premium Care Programs

Support Unified Customer Care, case management, and the Unified Customer/Partner Portal (UCP), including portal authorizations, product registration, and Fluke Premium Care Plan (FPC) processes such as digital delivery, activation, smart search, and renewals.

4. Production Support & Service Requests

Triage, troubleshoot, and resolve production issues affecting CRM and connected commercial systems, coordinating with IT and business teams and monitoring system performance and health.

5. Project & Program Delivery

Plan and lead projects across the systems lifecycle including discovery, design, build, test, deployment, and training — for initiatives ranging from focused enhancements to multi-system, cross-functional deployments.

6. Stakeholder Partnership, Documentation & Enablement

Act as a trusted advisor and customer advocate for business stakeholders, driving change management, standard work documentation, knowledge transfer, and adoption so delivered solutions translate into measurable business value.

Key Responsibilities Requirements & Business Analysis

- Gather, elicit, analyze, specify, and validate business, user, functional, and non-functional requirements in support of multiple concurrent initiatives.
- Analyze business problems, opportunities, and priorities in the context of stated requirements, and recommend solutions that enable the organization to achieve its goals.
- Collaborate with business stakeholders and IT developers to translate business requirements into data flows, process flows, and detailed functional specifications.
- Source, analyze, and validate business data to assess the potential impact of proposed technology or process changes.

CRM & Commercial Systems Configuration and Support

- Work with business stakeholders and subject matter experts to design process that support the different CRM user workflows within Microsoft Dynamics 365 CRM, marketing automation tools and Oracle ERP to meet evolving business requirements.
- Support Partner Relationship Management (PRM), Key Account Management, and demo product processes within the CRM platform.
- Administer sales territory management, including territory structures and hierarchies, ad-hoc updates, annual reconfiguration, and territory map maintenance.
- Maintain price lists and support new product introductions (NPI), including annual price changes, product-plan associations, and price variance approval workflows.
- Support data security administration (user roles and permissions), contact data deduplication, and data quality initiatives across CRM records.
- Support integrations with adjacent commercial platforms, including Oracle ERP (order and fulfillment data), Salsify PIM (product catalog), Azure B2C identity and access management, Shopify eCommerce, and the Allbound partner portal.
- Design and implement solutions that meet enterprise standards for reliability, scalability, availability, and usability.
- Troubleshoot and resolve system issues, partnering with IT and vendor teams as needed to maintain platform health.
- Maintain and evolve system documentation, configuration standards, and data flow diagrams as platforms change.

Case Management & Unified Customer Portal Support

- Support Unified Customer Care and case management configuration, including support group and business-focus setup.
- Administer the Unified Customer/Partner Portal (UCP), including portal authorizations and access management for order status (FDOS), training, literature, leads, and opportunities.
- Support Fluke Premium Care Plan (FPC) processes, including product registration, digital delivery, activation, smart search, and renewals.
- Partner with the BI team and stakeholders on CRM reporting, dashboards, and Power BI reporting to support case management and portal adoption.

Production Support & Service Requests

- Triage and prioritize incoming service requests, distinguishing production issues from enhancement requests.
- Troubleshoot common CRM issues, including record access problems, and performance or integration issues across connected systems.
- Coordinate with IT and business teams to resolve production issues and monitor overall system performance and health.

Project & Program Management

- Develop business cases for larger-scale initiatives, defining scope, objectives, approach (build vs. buy), budget, resource estimates, and success measures.
- Create and maintain detailed project plans, including work breakdown structures, schedules, cost estimates, and risk management plans.
- Plan and manage project phases and the ongoing development of functional specifications through discovery, implementation, testing, deployment, and training.
- Apply Agile, Waterfall, or hybrid delivery approaches as appropriate to the scope and risk profile of each initiative.
- Support the BSA intake and prioritization process, ensuring requests are scoped, sized, and tracked to completion.

Stakeholder Partnership, Change Management & Continuous Improvement

- Serve as a customer advocate, using strong listening skills to fully understand stakeholder requirements and pain points.
- Communicate clearly and credibly with audiences at all levels of the organization, including presentations to business and IT leadership.
- Lead change management activities — stakeholder engagement, training, deployment support, and adoption measurement — for system and process changes.
- Use adoption metrics, operational data, and user feedback to identify and drive continuous improvement opportunities.

Documentation & Knowledge Transfer

- Document processes and procedures using standard work templates and maintain version control as processes evolve.
- Apply knowledge transfer best practices to onboard new team members and cross-train peers on CRM and connected systems.
- Mentor junior Business Systems Analysts and contribute to team knowledge-sharing, standards, and best practices.
- Maintain awareness of Microsoft Learn resources, CRM community forums, and vendor support channels as ongoing learning and troubleshooting resources.

Qualifications Required

- Bachelor's degree in Business Information Systems, Management Information Systems, Business Administration, Computer Science, Information Technology, or a related field, or equivalent practical experience.
- 6+ years of experience in commercial operations, business systems analysis, or program/project management, with hands-on work on Microsoft Dynamics 365, Salesforce.com, or a comparable CRM platform.
- Working knowledge of core CRM functions — Accounts, Contacts, Activities, Leads, Opportunities, Quotes, and Deal Registrations — and standard sales-force automation processes.
- Experience with sales operations processes such as territory management, price list administration, and new product introduction (NPI) support.
- Strong understanding of data structures, sales-force automation best practices, and end-to-end commercial workflows.
- Experience designing and project-managing deployments across multiple systems and platforms in a large-scale organization.
- Experience documenting data flows, process flows, and diagrams at both a high level and a detailed level.
- Demonstrated ability to translate business requirements into detailed, modular, and extensible functional designs.
- Proven presentation and communication skills, written and verbal, with the ability to engage stakeholders across all levels of the organization.
- Ability to work independently and collaboratively in a fast-paced environment with competing priorities.

Preferred

- Familiarity with case management and customer/partner portal platforms, including product registration, warranty, or premium care program administration (e.g., digital delivery, activation, renewals).
- Exposure to a broader commercial systems ecosystem, such as ERP order/fulfillment systems, PIM/product catalog platforms, customer identity and access management (e.g., Azure B2C), eCommerce platforms, or partner portal software.
- Knowledge of BI technologies and tools, with experience delivering BI solutions (e.g., Power BI).
- Experience with Marketing Automation or Demand Generation platforms integrated with SFA systems such as Dynamics 365 or Salesforce.
- Experience supporting production issue triage and coordinating service request intake between business and IT teams.
- Project Management certification (e.g., PMP, CAPM) or equivalent training.
- Experience applying Fortive Business System or comparable continuous-improvement tools and methodologies.
- Experience in a manufacturing, industrial technology, or global commercial environment.