Sr. Associate, MS CRM Administrator

About KTSA We are KTSA – KPMG Technology Services Americas. A Service Delivery Center of KPMG US, with offices in Mexico City, Guadalajara, and a growing network of remote talent across the country. We deliver high-value technology, consulting, and corporate support services to KPMG US and its clients. At KTSA, our Employer Value Proposition is clear: Explore . Explore isn't just a word — it's how we grow, lead, and thrive. It's the mindset that drives our culture and shapes every opportunity: Experience a collaborative, inclusive, and multicultural workplace where you belong. Excel by creating impact and leaving your mark on global projects. Expand your potential with real career paths, learning programs, and mentorship. Express your individuality — come as you are, and thrive as your authentic self. And because we know that thriving at work also means thriving in life, we back this mindset with KTSAMÁS , our total rewards program, designed to support your well-being, goals, and personal milestones. RESPONSIBILITIES AND QUALIFICATIONS: Key Responsibilities: Administer and maintain the CRM system, including report generation, end-user technical support, and deviation tracking. Collaborate with Development teams to implement system enhancements, customizations and fixes by gathering business requirements, conducting smoke testing and driving user adoption. Manage data and ensure seamless integration with internal systems. Develop training materials and coordinate training sessions for end users Lead and develop Power Apps solutions to streamline workflows within the ITDR team and across internal Implement AI-driven enhancements to improve processes and efficiency. Build and maintain Power BI dashboards and reports connected to multiple data sources, including Azure Data Lake. (Desired)Collaborate with IT teams to identify opportunities for waste reduction and task automation. Participate in gap analysis to identify process inefficiencies and recommend improvements for streamlined workflows and enhanced operational performance Participates in internal forums for the adoption of new technologies, best practices and methodologies for improving the services offered by IT Disaster Recovery team. Participates in Agile ceremonies and embrace the Agile practice followed by the Innovation team. Attend retrospectives and assist in backlog refinements. Act as liaison between IT DR Ops Team and IT DR innovation/developers to implement DevOps practice to eliminate the roadblocks and accelerate the high-quality improvements. (Desired)Qualifications Required: Bachelor's degree from an accredited college/university in Computer Science, Software Engineering or equivalent work experience Years of Experience: 3 years Experience with CRM platforms (e.g., Microsoft Dynamics 365, Salesforce). Strong understanding of data management and system integrations Knowledge on DevOps practice for automating and streamlining workflows. (Desired)Hand-on experience implementing Power Apps automation solutions (Desired)Experience with ADLs and proficiency in developing SQL queries to transform data pipelines for advanced analytics and reporting. Experience developing interactive Dashboards and Reports in Power BI Intermediate understanding of Agile methodology and Scrum framework Good understanding of Project Management principles Strong process orientation, including familiarity with ITSM. (ITIL V4 Foundations Certification preferred)Expand your possibilities with KTSA through KTSAMÁS, where you can access: Extended maternity, paternity, and adoption leaves Above-market vacation benefits Learning opportunities, training, and certification programs Extended marriage leave and daycare support Wellness and Employee Assistance Programs (EAP)Comprehensive medical plan, life insurance, car insurance, and funeral assistance Visit to learn more. At KTSA, we celebrate and support everyone's individuality. We do not discriminate against any race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, or disability. We are supportive of helping you to achieve a balance between your home and work demands. We are happy to discuss specific requirements and our range of flexible working arrangements could be of interest. Please ask to find out more. We strongly state that we DO NOT require a certificate of non-pregnancy or HIV in order to participate in any of our processes. Explore KTSA, we dare to be differentHome - KTSA KTSA - KPMG Technology Services of Americas