SAP CRM Configuration Analyst
About The Position
The CRM Configuration Analyst I is responsible for analyzing business processes, translating functional requirements, and configuring Customer Relationship Management (CRM) applications that support Customer Care and other business operations. This role partners closely with business stakeholders, functional subject matter experts, and IT teams to deliver scalable, supportable CRM configuration solutions that improve operational efficiency, data integrity, and system usability. The Analyst I works in a support role on projects and operational work of limited complexity, following established procedures and receiving close guidance. The role focuses on building foundational skills in requirements documentation, CRM configuration, testing practices, troubleshooting, and change control.
Requirements
- Bachelor’s degree in an IT-related or business field, or equivalent combination of education and experience.
- Typically requires at least 0–3 years of experience in application support, business systems analysis, CRM, or enterprise applications (internships/co-ops count).
- Basic knowledge of requirements documentation, business process mapping, and structured testing practices.
- Strong attention to detail with the ability to follow standards, document work, troubleshoot issues, and learn new systems quickly.
- Effective written and verbal communication skills; ability to ask clarifying questions and incorporate feedback.
- Experience using Agile and/or Waterfall delivery methodologies.
Nice To Haves
- Experience with CRM or other enterprise business applications preferred.
- Experience with ticketing/work management tools (e.g., Jira or similar) preferred.
- AI technologies (e.g., ChatGPT, Claude, Microsoft Copilot, etc.) experience preferred.
Responsibilities
- Assist with documenting current-state processes, user stories, functional requirements, and acceptance criteria.
- Support CRM configuration tasks under guidance, including system settings, parameters, reference data, workflows, and other configuration changes, and document changes clearly.
- Execute assigned test cases (unit/regression/UAT support), capture evidence, and log defects with reproducible steps.
- Participate in change management activities, including preparing release notes, user communications, and post-deploy verification checklists.
- Provide Tier 1–2 functional support for standard CRM issues and service requests; troubleshoot issues and escalate complex problems with complete context and diagnostics.
- Maintain user guides, knowledge articles, configuration documentation, and basic runbooks for recurring tasks and troubleshooting steps.
- Follow security and governance standards; learn how CRM roles, permissions, workflows, and configuration changes impact users and business processes.
- Support data validation activities (basic reconciliations, spot checks) to help protect data integrity.
- Develop familiarity with supported CRM platforms, related applications, internal tools, integrations, and delivery methodologies used by the team.
- Stay current on CRM capabilities, industry trends, and emerging technologies relevant to configuration and business process optimization.
- Perform other duties as assigned.
- Support requirement elaboration sessions by capturing notes, decisions, and follow-up actions.
- Build and maintain test scripts and evidence for assigned CRM features, configuration changes, and fixes.
- Assist with release readiness activities including validation checklists, configuration documentation, and documentation updates.
- Contribute to knowledge transfer materials and team playbooks as new CRM capabilities are delivered.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
