BI Developer / Business Analyst - CRM Analytics

Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

Position Summary

The Senior BI Developer / Business Analyst – CRM Analytics is responsible for delivering scalable, high-quality analytics and reporting solutions focused on CRM and customer data domains. This role combines advanced business analysis capabilities with strong BI development expertise to translate complex business requirements into actionable insights.

Operating within a globally distributed environment, the incumbent partners with stakeholders across the Americas and collaborates with EMEA-based technical teams to ensure consistent, reliable, and governed analytics solutions. The role also supports production reporting environments, ensuring operational stability, data quality, and adherence to enterprise standards.

Key Responsibilities

Business Analysis & CRM Analytics

• Partner with stakeholders across Sales, Service, Marketing, and Operations to gather, analyze, and document business requirements.
• Define, standardize, and validate CRM KPIs and metrics, including pipeline performance, conversion rates, retention, and service SLAs.
• Translate business processes and customer journeys into scalable data models and reporting frameworks.
• Provide data-driven insights and recommendations to support decision-making.

BI Development & Solution Delivery

• Design, develop, and maintain Power BI dashboards, reports, and datasets aligned with business and enterprise requirements.
• Translate functional requirements into technical specifications and optimized visualization solutions.
• Ensure integration with enterprise data platforms, including Amazon Redshift, Databricks, and Athena.
• Optimize report performance, usability, and scalability.
• Document reporting logic, data transformations, and KPI definitions.

Data Quality, Validation & Governance

• Perform data validation, reconciliation, and quality checks to ensure accuracy and consistency of reporting outputs.
• Ensure alignment with enterprise data governance standards and semantic models (e.g., Cube/SPOT, SSAS).
• Maintain consistency of KPI definitions across dashboards and business units.
• Identify and resolve data integrity and modeling issues.

Operations & Production Support

• Monitor report refresh cycles, dataset connectivity, and dashboard performance.
• Perform root cause analysis for reporting failures, data discrepancies, and performance issues.
• Coordinate issue resolution with data engineering, platform, and architecture teams.
• Maintain and enhance operational runbooks, SLAs, and escalation processes.
• Support testing and validation activities during upstream data or CRM system changes.

Cross-functional & Global Collaboration

• Act as a liaison between America-based business stakeholders and EMEA-based IT and data teams.
• Collaborate effectively across time zones to ensure alignment of priorities and deliverables.
• Communicate insights, issues, and recommendations clearly to both technical and non-technical audiences.
• Mentor junior team members and promote best practices in BI development and analysis.

Continuous Improvement & Innovation

• Identify opportunities to automate reporting processes and improve efficiency.
• Drive enhancements in reporting scalability, maintainability, and performance.
• Support adoption of advanced analytics capabilities, including predictive analytics and AI/ML use cases where applicable.

Qualifications

Education & Experience

• Bachelor’s degree in Computer Science, Information Systems, Business Analytics, or related field required.
• 6–8+ years of experience in Business Intelligence and Business Analysis roles.
• Proven experience delivering enterprise Power BI solutions in CRM or customer data environments.
• Experience supporting production reporting systems in SLA-driven environments.

Skills & Knowledge

• Advanced expertise in Power BI, including data modeling, DAX, and performance optimization.
• Strong SQL skills for data analysis, validation, and troubleshooting.
• Experience working with CRM data models (e.g., Salesforce, Dynamics 365, or similar).
• Strong understanding of customer lifecycle, sales funnel, and service performance metrics.
• Experience with enterprise data platforms such as Amazon Redshift, Databricks, and Athena.
• Knowledge of semantic layers and governed data models (e.g., SSAS, Cube/SPOT).
• Strong analytical, problem-solving, and data validation capabilities.
• Excellent stakeholder communication and requirement translation skills.
• Experience working in Agile environments (e.g., Jira, Atlassian suite).

Preferred Qualifications

• Experience with Salesforce, Dynamics 365, or similar CRM platforms.
• Exposure to SSAS Tabular or enterprise semantic modeling.
• Experience with Python or advanced analytics tools.
• Familiarity with AI/ML or Generative AI applications in analytics.
• Experience working in global delivery models across the Americas and EMEA.