Application Support Analyst – CRM

The role provides Level 1 and 2 support for clients Customer Engagement Applications including CRM (SAP Sales Cloud v2), Emarsys Marketing and Zendesk. It ensures smooth daily operation of pre sales, marketing, and service systems by triaging and resolving incidents, managing user access and configuration, supporting data quality, and maintaining reliable integrations between CRM, Emarsys, Zendesk, and SAP Business One. The role will also support codeless BPA workflows that automate CRM ↔ SAP Business One processes, including master data synchronisation (such as accounts, addresses and contacts) and transactional Quote to Order updates as well as marketing data integrations.

Duties and Responsibilities

• • Support operational reporting across CRM, Zendesk, and Emarsys (lists, dashboards, performance KPIs).
  • Assist with bulk data corrections via approved templates.
  • Conduct data hygiene tasks for contact, account, lead, and subscription data.
• Monitor codeless BPA workflows including:
• • Investigate failed workflow runs, apply fixes if within L1/L2 remit, and escalate to L3 where required.
  • Maintain workflow documentation and update configuration notes.
  • Assist in improving reliability and performance of automation flows.
  • Log and manage incidents, service requests, and change requests using the service desk system.
• Assist in CRM, Emarsys, and Zendesk release testing, including:
• • Support rollout of new features, fields, and user facing enhancements.
  • Work closely with Sales, Inside Sales, Marketing, Customer Experience, Data, and IT colleagues.
  • Ensure all work aligns with CRM, Emarsys, and CX roadmaps and data governance standards.
  • Maintain accurate and up to date documentation and knowledge base article.
  • Exposure to SAP Business One and workflow automation tools.
  • Minimum of 3 years of demonstrable experience in application support in SAP Sales Cloud, Emarsys Marketing or Zendesk .