Analyze, optimize, and support CRM and service management systems, especially ServiceNow. Responsibilities include improving workflows, maintaining data quality, gathering requirements, developing reports and dashboards, troubleshooting issues, supporting integrations, training users, and testing enhancements. The role collaborates with Product, IT, and business teams to improve CRM functionality and adoption.
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
- Data analysis and reporting
- Workflow analysis and process improvement
- Requirements gathering and documentation
- Dashboard and KPI reporting
- Basic SQL or data querying
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
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