CRM Operations Analyst

The Senior Operations Analyst is responsible for leading the Financial Operations (FinOps) discipline for the CRM platform, including budget management, cost transparency, and optimization. The role owns operational process development, maintenance, and governance, delivers executive‑level operational reports, and provides guidance to Operations Analysts responsible for budget tracking, license management, and capacity management.

Duties and Responsibilities FinOps & Financial Management

Lead FinOps practices for the CRM Platform, ensuring financial transparency and accountability Manage budget planning, forecasting, and variance analysis for CRM Platform spend

Analyze cost drivers, consumption patterns, and trends to support informed decision‑making Identify and drive cost optimization opportunities related to licenses, storage, and usage

Provide direction and oversight for capacity planning, license management, and budget tracking Operational Process Ownership & Governance

Design, document, and maintain end‑to‑end operational processes for CRM Platform operations  Establish operational standards, controls, and reporting cadences

Ensure consistent execution of operational processes across the team Executive Reporting & Analysis

Design, maintain, and govern operational and financial dashboards for CRM Platform reporting Produce regular executive level reports with clear narratives, insights, and recommendations Perform preliminary analysis to identify key trends, risks, exceptions and optimization opportunities

Ensure dashboards and reports present accurate, consistent, and decision ready information Translate technical, usage, and cost data into clear business-focused insights to support leadership decision-making  Guide Operations Analysts on best practices for data analysis, dashboard usage, and insight generation Stakeholder & Cross Functional Engagement

Liaise with CRM Team, IT Teams and Business stakeholders on CRM Platform processes and resources

Act as a key liaison between Finance, IT, Platform teams, and Business stakeholders

Collaborate with architects and platform teams to embed operational and cost considerations into solutions

Minimum Qualification Requirements Education Degree in Information Technology,

Business, Finance, Data Analytics or other related/relevant fields Technical Knowledge and Experience

Strong experience in IT or platform operations with financial accountability

Experience and knowledge on CRM, Microsoft Dynamics 365, Power Platform and Azure Services or similar technologies preferred

Experience defining, deploying and governing operational standards

Basic understanding of licensing models and platform capacity concepts

Experience with FinOps practices preferred

Strong analytical, financial, and data storytelling skills, translating data into executive‑level insights and recommendations

Proven experience designing and interpreting operational and financial dashboards preferred Behavioral Skills

Attention to detail and ability to follow structured processes

Good communication and coordination skills

Ability to guide and mentor junior team members Personal Attributes Professional Certification & Licenses

FinOps Certified Practitioner (or equivalent cloud financial management certification)

Microsoft Power Platform Fundamentals (PL‑900) or equivalent CRM platform fundamentals Microsoft Azure Fundamentals (AZ‑900) or equivalent cloud fundamentals

ITIL Foundation (or equivalent IT service management certification)

Advanced data visualization or analytics certification related to executive reporting (preferred)