Business Support/CRM Analyst

Date Posted: 11/14/2019

Job Description

The CRM Analyst position works on the TEGNA Technology team to provide end-user support for TEGNA sales users. This position serves as an additional Salesforce Junior-level administration role to the CRM team supporting end-user cases and training needs. Additional focus areas include participating on agile development processes, working closely with team members who are coding new functional changes. The CRM Analyst will be assisting with software testing, creating end-user documentation and training end-users on Salesforce functionality.

This position will also include conducting data quality assurance between Salesforce and other integrated applications. The CRM Analyst will help support D&B Hoovers and other cloud-based applications impacting sales processes. Some travel may be required to support end-users with Salesforce during a new product release or new user training requests.

RESPONSIBILITIES for this position will included, but are not limited to, the following:

• Provide daily Salesforce administrative support for TEGNA sales teams.

o Security administration: new user creation/changes/terminations

o End-user customer support requests

o Case management

o Test new Salesforce releases and help introduce to user community

o Test in-house development applications on Salesforce platform

o Assist with report writing and dashboard creation

o Create internal support documentation needed for back-up purposes

o Periodic data update and data quality assurance monitoring

o Salesforce configuration and maintenance

o Support users of third-party applications that work in conjunction with

• Provide support for other sales applications•

o D&B Hoovers security & end-user adoption support

o Wide Orbit Analytics dashboard support

• Assist training sales teams•

o Participate and host end-user remote and in-person training sessions

o Help identify training needs and assist in creating training materials

• Participate in agile development process:

o Participate in stand-up meetings and backlog discussions

o Assist with testing stories created by tech and business teams

o Communicate closely with the tech teams and end-users

Job Requirements


Candidate possess excellent communication skills while working with end-users and internal team members. It's imperative that the candidate is enthusiastic and responsive to customer inquiries and addresses issues expeditiously. The candidate has solid writing skills to create well-defined end-user and internal support documentation. The candidate demonstrates solid organizational skills
to ensure their cases and projects are tracked and updated efficiently. Solid analytical skills and data management skills are important.

Additional preferred qualifications are:

• B.S. degree in Computer Science, MIS or equivalent degree preferred

• 1 to 3 years' experience with Salesforce or another CRM equivalent application desired

• Experience with agile development methodology

• Strong organizational and documentation skills

• Solid communication skills with the ability to collaborate in a team environment

• Ability to interpret business requirements and translate into system solution designs

• Salesforce Administrator certification desired

• Ability to learn new application functionality quickly



TEGNA Inc. (NYSE: TGNA) is a media company innovating in the digital age. Our purpose is to serve the greater good of our communities - through empowering stories, impactful investigations and innovative marketing services.

As one of the most geographically diverse broadcasters in the U.S., TEGNA is a best-in-class operator with 62 television stations (including those serviced by TEGNA) and four radio stations in 51 markets from coast to coast. We are the largest owner of Big Four affiliates in the top 25 markets and reach 41.7 million television households, or 39 percent of all TV households nationwide. Each month, TEGNA reaches 50 million adults across our digital platforms. Across Twitter, Facebook and Instagram, TEGNA stations have over 31 million social followers.

TEGNA produces trusted, impactful and innovative content across platforms. We tell stories that matter, are an advocate for those in need and help bring positive change to our communities. Our award-winning journalists have been recognized with numerous national honors including Edward R. Murrow, Alfred I. duPont, George Foster Peabody, George Polk, Walter Cronkite and Emmy awards.

TEGNA also owns leading multicast networks, Justice Network and Quest, which offer unique ad-supported programming. Justice Network is focused on the popular true-crime, mystery and investigation genre, while Quest features factual-entertainment programs such as science, history, and adventure-reality series.

TEGNA also provides local and national partners custom, targeted and innovative campaigns through TEGNA Marketing Solutions (TMS). TMS is a one-stop shop that helps businesses thrive through an unmatched suite of services and solutions that reach consumers across television, email, social and over-the-top (OTT) platforms, including Premion, TEGNA’s OTT advertising service.

In everything we do, we are driven by our strongly held values and our stated purpose to serve the greater good of our communities.

TEGNA Inc. is a proud equal opportunity employer. We are a drug free, EEO employer committed to a diverse workforce. We encourage and consider all qualified candidates regardless of race, color, religion, national origin, sex, age, marital status, personal appearance, sexual orientation, gender identity, family responsibilities, disability, enrollment in college or vocational school, political affiliation, veteran status or genetic information.


Job Snapshot

About Us

TEGNA Inc. (NYSE: TGNA) is an innovative media company that serves the greater good of our communities. Across platforms, TEGNA tells empowering stories, conducts impactful investigations and delivers innovative marketing solutions. With 51 television stations and four radio stations in 43 markets, TEGNA is the largest owner of top 4 affiliates in the top 25 markets, reaching over 35 percent of all television households nationwide. TEGNA also owns leading multicast networks Justice Network and Quest that reach more than 87 million U.S. television homes. TEGNA Marketing Solutions (TMS) offers innovative solutions to help businesses reach consumers across television, email, social and over-the-top (OTT) platforms, including Premion, TEGNA’s OTT advertising service. For more information, visit