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    Systems Engineer, CRM Systems - Austin, United States - Baker Botts

    Baker Botts
    Baker Botts Austin, United States

    1 week ago

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    Description
    This position is responsible for maintaining, enhancing, and supporting the firm's Client Development, Marketing and Sales related systems.

    The Systems Engineer will draw upon his/her problem solving, critical thinking and technical skills to analyze and resolve customer challenges, develop best practice methods, and ensure customer success.

    This is a customer facing role so excellent communication and people skills are required.

    In addition, a positive attitude, rigorous work habit, and professionalism in the workplace are a must as well as strong analytical, organizational, and multi-tasking skills.

    This is a Firmwide, full-time, fully remote, exempt position based out of our Austin, Dallas, Houston, or Washington D.C. office with excellent benefits.

    CRM Systems Administration General Duties

    Act as a subject matter expert and first line support contact for all CRM systems and related processes, with focus on CRM (Client Relationship Management) and ERM (Enterprise Relationship Management) systems and all related marketing and sales systems to include Foundation and Pitch Perfect
    Take ownership of Admin level tasks for CRM systems
    Work as a member of the core team to implement a new CRM system
    Participate in planning, development, and implementation of upgrades, new modules, and related applications
    Provide level one support to analysts/engineers in other groups who work with integrated systemsas well as Service Desk escalations
    Investigate and resolve complex technical issues, escalating to vendors as appropriate
    Recognize patterns in reported incidents, diagnose underlying root causes and devise timely and effective resolutions as necessary
    Work directly with other internal groups and firm customers to achieve firm initiatives and resolve technical issues
    Monitor and follow up with customers after resolution of complex technical issues to ensure integrity of solutions
    Facilitate the escalation of major issues to the appropriate parties
    Provide management with project briefings
    Identify and act on opportunities for self-improvement
    Attend regularly scheduled project meetings with other teams and departments, acting as a subject matter expert
    Attend seminars and training in a variety of formats to enhance technical skills
    Participate in testing and quality checks as required
    Recommend improvements to achieve greater efficiency, functionality, and customer satisfaction
    Evaluate new products and tools as required
    Other projects and duties as assigned by supervisor, including after hours and weekends when needed

    Qualifications:
    Required

    Experience with a CRM software platform
    Expert knowledge of SQL, although DBA level not necessary
    Ability to quickly learn how to implement and manage new applications, systems, and related technologies
    Extremely strong analytical and troubleshooting skills
    Excellent communication skills
    Ability to manage 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
    Ability to maintain strict confidentiality regarding CRM data
    Ability to document all systems, processes, and procedures in a timely, clear, and concise manner
    Preferred

    Bachelor's degree in related field
    Experience in Agile Projects
    Experience supporting a Legal or Professional Service firm's CRM System
    Experience with Experience Management Systems and Pitch and Proposal Software
    Knowledge of SSRS reporting
    Knowledge of Intapp Integrate or Boomi
    Preferred locations are Austin, Dallas, Houston, or Washington D.C.

    Physical Demands:
    Must be able to work at a computer and telephone for extensive periods of time
    Must be able to routinely lift and carry files and other items up to 10 pounds.
    Must be able to function in a standard office environment.

    Working Condition and Environment:
    Unusual and extended work hours may be required.
    Must be available after hours and on weekends when support is required.
    This is a fully remote position, however periodic onsite meetings.

    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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