Technical Product Specialist (CRM system)

Job description:

1. Service Support

1.1. Incident Management

• Troubleshoot and resolve incidents requiring Specialist-level knowledge such as workflow failures, automation errors, permission misalignments, pipeline discrepancies, and data-sync issues.
• Perform structured root-cause analysis (RCA), validate findings, and implement corrective actions.
• Prepare and deliver complete incident evidence and impact analysis for Tier 3 escalation.
• Support Country IT and user communication to ensure proper incident awareness and guidance.

1.2. Request Fulfillment

• Execute approved configuration updates (fields, objects, workflows, templates, dashboards).
• Manage user roles and permissions following RBAC standards and approval workflows.
• Perform data corrections (duplicate merging, standardization, invalid records cleanup).
• Provide advisory and training to end-users on new features, processes, and best practices.

1.3. Problems Management

• Track recurring issues and perform initial analysis to identify patterns.
• Provide input and evidence for deeper root-cause investigations led by Tier 3/Lead.
• Execute corrective actions and improvements as defined by the Technical Product Lead.
• Maintain the problem register and ensure proper closure of assigned problem records.

2. Service Delivery

2.1. Configuration & Asset Management

• Maintain accurate system configuration aligned with organizational standards.
• Update and document configuration items (CI): workflows, automation logic, user roles, integration endpoints.
• Perform regular workflow/automation health checks, quota monitoring, and data validation scans.
• Ensure all configuration changes follow naming conventions, field governance, and approved templates

2.2. Change Management

• Prepare change documentation: impact assessment, UAT evidence, and rollback considerations.
• Execute configuration changes approved by the Technical Product Lead or CAB.
• Conduct UAT and regression testing, ensuring test results meet audit expectations.
• Contribute to release notes and support post-release verification.

3. IT Security Management 

• Enforce RBAC policies by ensuring correct access provisioning, role alignment, and segregation-of-duties (SoD) adherence.
• Support regular access reviews and identify access anomalies or policy violations.
• Ensure that all access-related actions and configuration updates are fully logged and traceable for audits.
• Support implementation of platform-level security controls and compliance tasks.

4. Knowledge Management:

• Maintain and update operational SOPs, configuration documents, and user-facing guides.
• Create troubleshooting documentation and contribute to the Known Issues repository.
• Share insights and operational learnings to drive platform improvement and training materials.
• Propose enhancements to workflows, automation logic, or processes based on operational experience.

Required Competencies
Business Competencies:
•    Strong understanding of Sales, Marketing, and Customer Service workflows.
•    Ability to translate business needs into configuration logic and system actions.
•    Clear and structured communication with both technical and non-technical stakeholders.

Technical Competencies:
•    Advanced CRM administration (workflows, pipelines, roles, automation logic).
•    Solid analytical and troubleshooting skills for mid-complexity incidents.
•    Working knowledge of API/webhook behavior and integration points.
•    Strong understanding of RBAC and application-level security principles.

Behavioral Competencies
•    Detail-oriented, structured, and disciplined in execution.
•    Proactive in identifying problems and proposing improvements.
•    Ability to collaborate effectively across countries.
Required Professional Qualification: 
Technical Domain:
•    CRM Advanced Administration
•    Workflow & Automation Logic
•    RBAC & Application Security
•    API/Webhook Basic troubleshooting
•    Configuration Governance
•    Change Execution & Test Documentation
•    Data Quality & Validation Standards

Technical Stack:
•    CRM: HubSpot / Salesforce (advanced admin)
•    Identity: Entra ID (RBAC provisioning, audit logs)
•    Integrations: Postman (API testing), webhook logs, iPaaS (Power Automate, Make/Zapier)
•    Governance Tools: Jira Service Management (change workflow), Confluence (configuration & standards documentation)
•    Monitoring: APM dashboards, quota & automation logs
•    Documentation: Miro/Visio, SharePoint