Application/CRM Analyst

JOB SUMMARY:

The Application/CRM Analyst, Enterprise Systems owns the configuration, support, and ongoing health of the organization’s Salesforce-based CRM platform, serving as the primary link between business stakeholders and the development team. This role manages the Agile/Scrum delivery process for CRM initiatives, owning the product backlog, scheduling and prioritizing sprint work, and coordinating user support and release activity. The Application/CRM Analyst partners closely with the Director of Enterprise Systems on solution design and long-term system strategy.

ESSENTIAL FUNCTIONS:

Agile/Scrum Backlog and Sprint Management (30%)

Own and groom the product backlog, writing and refining user stories and acceptance criteria in collaboration with stakeholders and the development team.

Schedule and prioritize sprint work, balancing new development, enhancements, and break/fix needs.

Facilitate or actively support core Scrum ceremonies, including sprint planning, backlog refinement, daily stand-ups, sprint review, and retrospectives.

Define and track sprint goals, acceptance criteria, and definition of done.

Business Analysis and Requirements (30%)

Gather, document, and validate business requirements through stakeholder interviews, workshops, and process observation.

Translate business needs into clear, well-formed user stories and functional specifications.

Analyze current-state processes and recommend future-state improvements, including automation opportunities.

Create process flow diagrams, data models, and requirements documentation.

Own user acceptance testing (UAT), including test plan development, coordinating tester feedback, and defect triage.

Salesforce Systems Support (20%)

Partner with Salesforce administrators and developers to scope enhancements, automations, and integrations.

Support data quality initiatives, including deduplication, data governance, and migration efforts.

Evaluate and document configuration versus customization tradeoffs for proposed solutions.

Assist with change management and end-user training and adoption for Salesforce releases.

Solution Design and System Strategy (15%)

Partner with the Director of Enterprise Systems on solution design for new initiatives and major enhancements.

Contribute to long-term system strategy and roadmap planning across the enterprise systems portfolio.

Evaluate proposed solutions for scalability, maintainability, and alignment with existing architecture.

Administrative (5%)

Maintain accurate and up-to-date requirements, process, and sprint documentation in designated systems.

Prepare status updates and reporting for the Director of Enterprise Systems and other stakeholders as needed.

**Although this job description aims to capture the majority of the position duties, other duties may be assigned based on business and departmental needs.

REQUIRED JOB QUALIFICATIONS:

3+ years of business analysis or project management experience within an Agile/Scrum delivery environment.

Bachelor’s degree in Information Systems, Computer Science, Business Administration, or a related field, or equivalent combination of education and experience.

Direct, hands-on experience with Salesforce (administration, configuration, or as a business analyst on Salesforce projects).

Experience administering, configuring, or supporting an enterprise CRM or similar business application. 

Experience managing the application change lifecycle, including sandboxes, change sets or deployment tools, release management, and coordinating user acceptance testing across releases.

Working knowledge of CRM data and security models, including objects, fields, record types, profiles, permission sets, and sharing rules.

Strong requirements-gathering, user story writing, and process-mapping skills.

Hands-on experience owning or actively managing a product backlog and sprint cadence.

Excellent verbal and written communication skills, with the ability to translate between technical and non-technical audiences.

Proficiency with Agile/backlog management tools such as Wrike, Jira, or Azure DevOps.

Ability to write and interpret basic-to-intermediate SQL/SOQL queries for data validation, troubleshooting, and reporting support.

General understanding of data backup, retention, and recovery concepts as they apply to business-critical applications.

PREFERRED JOB QUALIFICATIONS:

Salesforce Administrator Certification and/or Salesforce Business Analyst Certification.

Salesforce Platform App Builder Certification.

Agile certification such as Certified Scrum Product Owner (CSPO), Certified ScrumMaster (CSM), or PMI Professional in Business Analysis (PMI-PBA).

Experience integrating Salesforce with third-party systems via APIs or middleware (e.g., MuleSoft, Zapier, Workato).

Experience evaluating, implementing, or managing AppExchange or other third-party application vendors.

Familiarity with integration/ETL tools such as SSIS, Azure Data Factory, Informatica, or Talend.

Experience partnering with data engineering or BI teams on data pipelines or integrations moving CRM data into a data warehouse.

Experience with nonprofit organizations or associations.

Experience with data quality and deduplication tools such as DemandTools.

Experience creating executive-level documentation, presentations, and knowledge base articles

WORKING CONDITIONS:

This position works in an office setting.

Typical working hours are 8:30 am – 5 pm, Monday through Friday, with a one-hour lunch break.

Generally, a climate-controlled environment with occasional exposure to outdoor weather conditions when attending aviation related events, including exposure to higher altitudes and confined spaces if in a general aviation aircraft.

This position may require some travel to various general aviation or industry-related events. Travel is by aircraft (general aviation and commercial) and by road or public transit. 

PHYSICAL DEMANDS:

The physical demands of this position are typical of a standard office environment. While performing the duties of this job, the employee will regularly be required to:

Sit for extended periods while working at a computer or attending meetings.

Use hands and fingers to operate a computer keyboard, mouse, and other office equipment.

Communicate effectively via email, phone, and in-person, which requires clear speech, hearing, and vision.

Occasionally lift or move items weighing up to 15 pounds, such as boxes of materials or equipment.

Occasionally stand, walk, and reach with hands and arms during the course of normal office activities.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions.

ADDITIONAL INFORMATION: 
 
This position is located at AOPA’s Frederick, MD, office.    

The salary range for this position is: $82,000 - $92,000, depending on education and experience.  

BENEFIT INFORMATION: 

Flight Training (earn your Private Pilot License for free) & Annual Flight Proficiency Program (so you can keep flying and remain proficient) 

Medical, Dental, and Vision insurance is available for employees and their dependents the 1st of the month following their start date 

Flexible Spending Plans 

Health Savings Plan with employer contribution (for eligible participants) 

401(k) Retirement Plan with a company match, and annual discretionary supplemental employer contribution 

Company paid Short and Long-term Disability Insurance 

Company paid Life Insurance and AD&D insurance with the option to buy up

Paid Time Off (PTO): 17 days accrued during first year (accruals increase based on tenure)  

Paid Holidays: 12 holidays  

Personal days: 3 (prorated based on hire date)  

Volunteer day: 1 (prorated based on hire date)   

Work From Home Fridays  

Paid Parental Leave   

AOPA Membership  

Employee Assistance Program  

Wellness Program (earn medical insurance premium discounts)  

Gym Reimbursement Program  

Supplemental insurance options (critical illness, accident, hospital indemnity)  

Tuition Reimbursement Program   

Discount on AOPA swag  

Business casual dress code  

Free coffee, tea, hot cocoa