MSA Safety

CRM Business Analyst II/III

US-PA-Cranberry Twp
3 months ago
Requisition ID
# of Openings
Customer Loyalty
Languages Preferred:


We’re looking for a Customer Relationship Analyst to implement and maintain MSA’s Customer Relationship Management (CRM) business strategy.  While reporting to the NA Customer Relationship Business Manager, you’ll lead projects, train system users and assure that proper data is gathered to support existing and future organizational business strategies.  If this sounds like an exciting opportunity, then we want to hear from you!


Description of duties and responsibilities:

  • Act as the business lead on CRM implementation projects.
  • Create & execute project work plans and revise, as appropriate , to meet changing needs and requirements
  • Identify resources needed & assign individual responsibilities within project teams
  • Identify, manage, and mitigate day-to-day operational aspects of the project and scope of CRM
  • Facilitate CRM process and system requirements gathering across the organization
  • Develop data structures and reports to provide KPI and ad-hoc reporting for process stakeholders
  • Communicate CRM strategy, business process and customer analytics across different levels of the organization
  • Develop and implement recommendations for continuous process and system improvements
  • Create training and knowledge materials; Provide in-person and webinar based user training
  • Provide day to day user support; Validate user issues and work with IT for resolution
  • Conduct periodic data quality checks; Cleanse and repair data as necessary


Special knowledge, skills and abilities required:

  • Solid project leadership skills combined with strong business acumen and in-depth analytical skills
  • Proven ability to support multiple projects simultaneously; Highly motivated and committed to success
  • Strong verbal and written communication skills (fluent English)
  • Working knowledge of information technology systems (ERP, CRM, data warehouse)
  • Configuration and user support experience with a CRM platform
  • Sound organizational skills and excellent problem-solving skills
  • Strong ability to influence and foster collaborative relationships; ability to engage resources outside of direct control to gain consensus, meet deadlines, and achieve objectives
  • Proficiency with Microsoft Word, Excel and PowerPoint (Pivot tables and data warehouses)
  • Up to 20% domestic and international travel


  • SAP CRM, on-premise and/or SAP Hybris Cloud for Customer
  • Strong understanding of marketing automation (Marketo) and integration with CRM system
  • Familiarity with agile project management methodology; PMP certification is a plus

Education and experience required:


  • Bachelor’s Degree with Business Concentration
  • This position is available at two different career levels depending on experience, education, etc:
    • Level one: 2 years of related experience
    • Level two: 4 years of progressive related experience




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