CRM Application Analyst

Role

Under limited general direction, supports, configures, enhances, and maintains SaaS-based CRM and customer-facing applications that support customer engagement and business operations. Working closely with business stakeholders, implementation teams, vendors, and technology partners, this role translates business requirements into effective system solutions, improves business processes and data quality, and helps ensure reliable integrations, system performance, and a positive customer experience.

Essential Responsibilities

• Translates business requirements into application configurations, workflows, and system enhancements without custom code wherever possible.
• Partners with business stakeholders to gather requirements, clarify business rules, prioritize enhancements, and drive continuous process improvement.
• Configures and maintain CRM and customer application features including fields, forms, workflows, automations, queues, user roles, and permissions.
• Supports and validate integrations with adjacent systems, ensuring accurate data flow, monitoring errors, and coordinating issue resolution.
• Monitors application health, data quality, and user adoption metrics; proactively identify issues, gaps, and improvement opportunities.
• Analyzes, troubleshoot, and resolve incidents and service requests, coordinating with internal IT/business teams and external SaaS vendors as needed.
• Participates in release management activities including testing, validation, regression support, and communication of changes to end users.
• Creates and maintain application documentation such as process flows, configuration standards, user guides, and support procedures.
• Provides end-user support, training, and knowledge transfer to drive adoption and effective use of customer applications.
• Ensures solutions align with defined business processes, governance standards, security requirements, and data management practices.
• Contributes to application roadmap planning by identifying opportunities to improve customer experience, operational efficiency, and system usability.
• Other duties as assigned.

Qualifications

• 6+ years of experience supporting enterprise applications, business systems, or related technologies preferred.
• High school diploma or GED required.
• Bachelor's degree in Information Systems, Business Administration, Computer Science, or a related field preferred.
• Experience supporting SaaS-based enterprise applications, preferably customer relationship management (CRM) or customer-facing systems.
• Experience gathering and documenting business requirements, business processes, business rules, user stories, and acceptance criteria.
• Experience configuring, testing, implementing, and supporting enterprise applications and system enhancements.