CRM Project Management Analyst

Summary Come join a company that strives for Extraordinary People and Exceptional Performance! Eagle One Solutions, Inc., a Chenega Professional Services’ company, is looking for a Project Management Analyst to support the establishment and management of the Program Management office (PMO) for their new Enterprise Customer Relationship Management (ECRM) Program within the Office of the Chief Information Officer (CIO). The success of this program is crucial to improving the ability of the client to collaborate with private sector organizations and other global partners to achieve the United States Government’s global development and humanitarian assistance objectives worldwide. An enterprise relationship management tool for managing these strategic stakeholder relationships will be the flagship product in what is expected to ultimately mature into a dynamic, versatile CRM program. The client has recently established an ECRM-Center of Excellence (ECRM-COE) to be responsible for the long-term strategy for the ECRM program and function as a governance body for all things related to CRM uses and applications across the Agency. The Project Management Analyst will provide strategic advisory support to the ECRM-COE and its co-Chairs, and assist the ECRM-COE to establish a robust governance framework to manage their emerging ecosystem of CRM organizations and applications. In consultation with the CIO, ECRM-COE stakeholders, and various business owners, the Project Management Analyst will play a key role in developing and iterating the set of policies, roles, responsibilities, and processes that control how their Operating Units (OUs) and the CIO will work together to achieve their goals and stay compliant with business processes and U.S. Government regulations. The ideal candidate will have a sharp business mind and a proven ability to strategize and implement CRM or Partner Relationship Management initiatives. This individual will have a strong talent for project coordination and delegation and will be expected to play a key role in managing stakeholder relationships across the business and technical sides of the organization as well as with the uppermost levels of management. Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee’s knowledge, critical thinking, innovative solutions for our clients. Responsibilities Understand the Agency-level business needs, priorities, and ‘solve-fors’ that are driving the CRM program, and translate them into objectives and a results framework. Strategize, implement, and maintain program initiatives to support the achievement of objectives. Support the establishment of a Program Management Office to provide effective communication and coordination between business and technical teams. Work closely with project sponsor, cross-functional teams, and assigned workstream managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives under the Enterprise CRM Program. Function as coordinator to the client’s CRM Center of Excellence (CRM-COE). Advise on the design or re-engineering of business processes, including those for intake, approval, and onboarding of new functional modules, apps, and use cases, and to deconflict and consolidate emerging products and use cases. Advise ECRM-COE and serve as Technical Writer to develop and codify a suite of standards, guidelines, and guardrails to govern the development of future CRM applications, and to promote the reusability of system elements. These might include, but are not limited to security, privacy, and other compliance requirements; data governance (including data definitions, standard data models, data connections and related API integrations, data integrity protocols, etc.); information assurance; UX/UI and design standards (e.g., a common ‘look and feel’); and change control. Maintain organizational standards of satisfaction, quality, and performance. Assist ECRM-COE to manage and maintain adherence to new governance standards for projects under the program, and communicate these standards to management and stakeholders. Develop and manage budget and funding channels for projects and be accountable for delivering against established goals/objectives. Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders. Other duties as assigned. Qualifications Required Qualifications: Bachelor’s degree in business administration or related field. 5-8 years of experience. Exceptional technical writing skills, and demonstrated ability to become conversant in unfamiliar technical areas. Subject matter expertise in one or more area related to the development of enterprise CRM standards and governance, including (but not limited to): FedRamp security standards; privacy and/or accessibility compliance; UX/UI; data design and/or data governance; and/or business process engineering. Extensive Agile project management qualifications and experience required. Must have practical experience supporting project management of large/complex programs of CRM implementation projects, such as for Salesforce, MS Dynamics, or other. Ideal candidate will have experience supporting the introduction and adoption of new large/complex CRM platforms in either government or large, non-governmental organizations. Outstanding working knowledge of change management principles and performance evaluation processes. Excellent writing skills, with experience writing for government audiences, and analytical skills are highly desired. Exceptional leadership, time management, facilitation, and organizational skills. Effective communication and interpersonal skills, especially with all levels of positions. Demonstrated ability to work independently and with others. Previous stakeholder management experience and ability to manage expectations. Strong working knowledge of CRM software products (e.g., Salesforce). Familiarity with MS Project or other DevOps software. Proficiency in the use of Microsoft Office, Internet, e-mail applications, database applications, and presentation software. Good knowledge and handling of project and program management methodology and techniques. Ability to develop and disseminate data governance standards. Good understanding of the wider objectives of the program. Good knowledge of budgeting and resource allocation procedures. The ability to find innovative ways to resolve problems. The ability to manage multiple workstreams and engage multiple stakeholders, simultaneously. Active or ability to obtain a Secret level government clearance. Preferred Qualifications: Master's degree in business administration or related field Program management experience PMI PgMP and/or PMP certification U.S. Government experience Teleworking Permitted? Yes Teleworking Details Hybrid - telework/onsite split