CRM & ITSM Analyst - Hybrid, 12-Month Contract

PFH Technology Group; Ireland; Hybrid; EUR 40,000 - 65,000; Full time

Job summary

PFH Technology Group in Ireland is seeking a Technical Analyst to join our Customer eXperience team on a 12-month contract. The role blends technical support for CRM/ITSM systems with coordinating changes, testing and user documentation; hybrid working with onsite attendance when required.

You will handle incidents with third-party vendors, develop process flows and wireframes, lead UAT, and support system updates while engaging with both technical and non-technical stakeholders.

Qualifications

• 3+ years of experience supporting CRM/ITSM or similar platforms from a technical perspective.
• Experience developing process flows, system designs, or wireframes to demonstrate functionality.
• Strong problem-solving and analytical skills.
• Experience in customer-focused environments.
• Experience analyzing data to identify trends and root causes.

Responsibilities

• Provide day-to-day technical support for CRM/ITSM and end user self-service portal environments.
• Manage incidents and service requests with a third-party vendor.
• Investigate issues and coordinate fixes with the vendor.
• Coordinate and manage access requests per policy.
• Lead and participate in UAT for system changes and enhancements.

Skills

CRM/ITSM

Process flows

Wireframes

Analytical skills

Customer focus

Teamwork

Travel required

Cross-team collaboration

Tools

CRM platforms

Job description

PFH Technology Group in Ireland is seeking a Technical Analyst to join our Customer eXperience team on a 12-month contract. The role blends technical support for CRM/ITSM systems with coordinating changes, testing and user documentation; hybrid working with onsite attendance when required.

You will handle incidents with third-party vendors, develop process flows and wireframes, lead UAT, and support system updates while engaging with both technical and non-technical stakeholders.