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CRM Support Analyst

3.00 to 5.00 Years   Hyderabad   13 Apr, 2020
ServiceNow
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Role

ServiceNow is seeking an enthusiastic CRM Support Analyst to join the Sales Process and Infrastructure team where we strive to make the world of selling better by optimizing and supporting Sales processes and infrastructure.

The individual will be a key member of our Business Support Team providing exceptional customer service to our internal customers, primarily in sales and sales operations, by rapidly and effectively addressing all CRM and related sales tools incidents, issues and questions. This role reports into the business and not IT. Additionally, this role will be based in Hyderabad, India with working hours aligned to EMEA time zones.

Responsibilities:

  • Provide high- quality support and customer service to internal customers through effective communication (via issue tracking system, phone, e- mail, and chat) and efficient troubleshooting.
  • Ability to work and provide support with working hours aligned with EMEA time zone.
  • Address incidents, issues and questions within established SLA s.
  • Coordination of efficient hand off and disposition of incidents and issues both internally within the Support Team and with other cross functional partners such as IT.
  • Provide quarter end support through critical close processing period.
  • As a subject matter expert, author and edit knowledge articles available to internal users.
  • Ensure close alignment through partnership and collaboration with the business analysts, sustaining engineering and IT development teams around planned system enhancements and updates.
  • Participate in design and architecture sessions with users, internal business technical teams.
  • Analyze and proactively identify and help address trends in incidents and issues.
  • Develop and publish support KPI s performance metrics.
  • Participate in special projects and other duties as needed.
  • Work cooperatively and collaboratively with all departments to accomplish goals.

In order to be successful in this role, we need someone who has:

  • Bachelor s Degree in Information Systems Management, Business or related field.
  • The ideal candidate will have at least 3 to 5 years of experience in providing support for Sales tools including CRM, forecasting applications and related quote to cash systems; preferably in a SaaS environment.
  • Comfort with learning new technology and business processes. Experience with Microsoft Dynamics and Microsoft suite of products is strongly preferred.
  • Excellent written, verbal, interpersonal, and problem- solving skills.
  • Attention to detail with excellent planning and organization skills and can adjust to changing demands to prioritize among multiple deliverables and tasks in a fast- paced environment.
  • Proven ability to work both independently and as part of a team while demonstrating key traits of creativity, initiative and flexibility.
  • Exceptional critical thinking skills; using logic and reasoning to identify strengths and weaknesses of alternate solutions, conclusions or approaches to problems.
  • Strong team player with ability to build relationships and the experience collaborating with and supporting geographically dispersed users.
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Keyskills :
unix troubleshooting customerrelations sla environment quotetocash informationsystemsmanagement salesprocess servicesales itdevelopment thinkingskills customerservice salesoperations specialprojects criticalthinking microsoftdynamics syste

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