CRM - IT Development & Support

Job Description: CRM & Ticketing Tool – IT Development & Support

Position: CRM & Ticketing Tool Developer / Support Analyst

Experience: 3–5 Years

Function: Information Technology

Role Summary

We are seeking an CRM - IT professional to support application development, configuration, integration, administration, and production operations.

The candidate will collaborate with business users, IT teams, vendors, and other stakeholders to deliver enhancements, resolve production issues, manage integrations, and maintain reliable CRM and ticketing platforms.

Key Responsibilities

1. CRM Development & Support

• Configure, customize, enhance, and support enterprise CRM applications.
• Translate business requirements into functional and technical solutions.
• Develop and maintain workflows, business rules, forms, fields, dashboards, reports, and user configurations.
• Support CRM releases, enhancements, testing, deployment, and post-production activities.
• Troubleshoot application, integration, data, and user-access issues.
• Support integrations between CRM and other enterprise applications using REST/SOAP APIs, web services, middleware, and scheduled integrations.

2. Ticketing / ITSM Support

• Provide L2/L3 application support, perform root-cause analysis, and coordinate defect resolution.
• Monitor incidents and service requests to ensure SLA compliance.
• Identify recurring support issues and implement automation or permanent fixes.

3. Application Operations

• Manage release and change activities across Development, Test/UAT, and Production environments.
• Coordinate UAT with business teams and track defects through closure.
• Maintain application documentation, SOPs, technical specifications, and knowledge articles.
• Monitor application availability, scheduled jobs, interfaces, and integrations.
• Follow organizational ITSM, change control, security, access management, and SDLC processes.
• Collaborate with cross-functional and vendor teams during change management and troubleshooting.

Qualification

• Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.

Required Technical Skills

• 3–5 years of hands-on experience supporting or developing CRM and/or ITSM/ticketing applications.
• Experience with platforms such as Salesforce, Zoho, or similar CRM solutions.
• Experience with ServiceNow, Jira Service Management, Summit, or comparable ticketing platforms.
• Good understanding of:
• REST/SOAP APIs and integrations
• SQL and data analysis
• Application configuration and workflows
• Incident, Problem, and Change Management
• User and role/access management
• Data imports/exports and migration
• Production support and troubleshooting
• Familiarity with ITIL practices and standard SDLC processes.
• Experience working with Agile/Scrum delivery teams is preferred.