The CRM Analyst will analyze, optimize, and support CRM and service management systems, specifically focusing on ServiceNow. They are responsible for improving customer workflows, ensuring data quality, and collaborating with cross-functional teams to enhance system functionality.
This is a remote position.
The CRM Analyst will be responsible for analyzing, optimizing, and supporting CRM and service management systems, including ServiceNow and other CRM tools. The role focuses on improving customer workflows, ensuring data quality, supporting business users, and enabling effective use of CRM systems across the organization.
Key Responsibilities
Analyze and optimize CRM workflows and customer service processes.
Support configuration and enhancement of ServiceNow and other CRM platforms.
Monitor CRM data quality, integrity, and consistency.
Gather and document business requirements for CRM improvements.
Support reporting and dashboard development for customer and service metrics.
Assist in troubleshooting CRM system issues and user support requests.
Collaborate with Product, IT, and Business teams to improve CRM functionality.
Support CRM integrations with other enterprise systems.
Conduct user training and support adoption of CRM tools.
Participate in system testing and validation for CRM enhancements.
Required Qualifications
5-8 years of experience working with CRM systems or enterprise service platforms.
Hands-on experience with ServiceNow or similar CRM/service tools.
Strong analytical and problem-solving skills.
Experience working in Agile or structured delivery environments.
Technical & Functional Skills
CRM systems: ServiceNow and/or Salesforce, Dynamics, or similar
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