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CRM ANALYST - SERVICENOW

Black Pearl Consult

Role overview

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

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

Key facts

Hard skills

ServiceNow ServiceNow Salesforce System Dynamics Analytical Dashboard SQL (Programming Language) End-User Training And Support

Other skills

  • Problem Solving
  • Collaboration

About the company

Black Pearl Consult logo

Black Pearl Consult

Staffing & Recruiting

Black Pearl is a human resources and recruitment agency that provides a holistic business and talent solution in a progressive, dynamic, and efficient way. We pride ourselves as a unique black pearl and strive to delight our clients with a personalized partnership that helps them propel towards success. Whether you need to find top talent, your next great job opportunity, or a consulting solution for managing your business, engaging employees, evolving your work culture, planning your people strategy, or resourcing challenges, we can help.

Company details

Company typeStartup
IndustryStaffing & Recruiting
Company size11 - 50

Links

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Job description

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 



Salary: $750 - $1,500

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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