Senior Analyst provides frontline operational support for Microsoft Dynamics 365 CRM used by global Marketing, Sales, Order Management and Finance teams across multiple regions and time zones. This role focuses on resolving user issues, executing standardized CRM administration tasks, and special improvement initiatives.
Key Responsibilities
• Provide support for users of Dynamics 365 CRM and connected platforms across regions (Americas, EMEA, APAC), following defined SLAs and escalation paths.
• Resolve common issues related to user access, automation flows, data management, views, etc.
• Accurately document issues, impact, and resolution steps to support effective handoffs across time zones (follow-the-sun support).
• Support standardized data quality processes, including duplicate identification, basic imports, and data corrections aligned with global governance.
• Support creation and maintenance of global knowledge articles, FAQs, and how-to documentation.
• 1–3 years in CRM support, Sales Operations, Revenue Operations, or business systems roles
• Working knowledge of Microsoft Dynamics 365 Sales or similar CRM platforms
• Experience supporting users via a ticketing system in a structured environment
• Strong communication skills and service-oriented mindset
Preferred Qualifications
• Exposure to global sales processes or multi-region user support
• Basic understanding of Dataverse concepts and CRM security models
• Familiarity with Power Platform components (consumption-level)
• Demonstrated fluency in SQL for querying and analyzing large datasets
Key Performance Indicators (KPIs)
• SLA adherence across regions and time zones
• Ticket quality and documentation accuracy
• Reduction in repeat issues through improvement initiatives
• Successful completion of assigned ad-hoc projects
Our Benefits
NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/
About NIQ
NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.
For more information, visit NIQ.com
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Our commitment to Diversity, Equity, and Inclusion
At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence. All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion
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At NIQ, our Media Measurement Technology Projects operate on a global scale, supporting some of the world’s largest media companies. We’re addressing the challenges of a rapidly evolving media landscape and hyperdynamic client needs, where streaming, digital, and traditional platforms converge, and audience behaviors shift constantly. Our solutions span legacy TV and radio measurement, digital tracking, and cutting-edge cross-platform analytics.