CRM Techno functional Consultant

The ServiceNow GTM Technical Functional Support Analyst L2 for CRM Integration is a critical role responsible for ensuring seamless data flow and process alignment between our core CRM systems and the ServiceNow platform. You will serve as the Level 2 (L2) subject matter expert focused on troubleshooting complex incidents related to the integration of Microsoft Dynamics CRM (or a similar enterprise CRM) with ServiceNow, leveraging expertise in integration technologies like Boomi and Microservices. Your primary goal is to minimize disruption to the GTM (Sales, Marketing, and Customer Service) teams due to system integration failures.

Key Responsibilities

1. L2 Technical Support & Integration Triage

• Serve as the escalation point from L1 support, performing deep-dive triage, diagnosis, and resolution of complex production incidents related to data synchronization, workflow failures, and API errors between the CRM system and ServiceNow.
• Utilize expertise in Boomi (or similar iPaaS tools like MuleSoft) and Microservices architecture to troubleshoot integration endpoints, mapping, and logic that govern the flow of Customer, Account, Lead, and Opportunity data.
• Conduct Root Cause Analysis (RCA) for recurring integration and functional issues, identifying process gaps, configuration errors in either platform, or faults within the middleware, and propose permanent fixes.
• Manage support tickets through the entire lifecycle within ServiceNow, ensuring strict adherence to SLAs.

2. CRM & ServiceNow Functional Expertise

• Possess strong functional knowledge of Microsoft Dynamics CRM (or Salesforce/equivalent) data model and core GTM processes (e.g., Lead-to-Opportunity, Account Management, Quoting).

Required Qualifications

Education & Experience

• Bachelor's degree in Information Technology, Computer Science, or a related quantitative field.
• 10 years of experience in an Enterprise Application Support, Technical Analyst, or IT Operations role.
• 5 years of hands-on technical support or administration experience with the ServiceNow Platform (ITSM, CSM, or custom integrations).
• Direct experience supporting and troubleshooting a major CRM system, such as Microsoft Dynamics CRM or Salesforce.

Technical Skills

• Proven experience troubleshooting enterprise integrations, specifically involving middleware/iPaaS platforms such as Boomi, MuleSoft, or a Microservices environment.
• Strong functional knowledge of CRM processes (e.g., customer data objects, sales stages, record ownership).
• Proficiency in ServiceNow configuration and an understanding of its underlying data model and integration components (e.g., IntegrationHub, Scripted REST APIs).
• Experience with REST/SOAP web services and the ability to interpret XML/JSON payloads.
• Familiarity with the ITIL framework (Incident, Problem, and Change Management).