CRM/ITSM Technical Analyst (Remote)

PFH Technology Group; Cork; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

PFH Technology Group is seeking a Technical Analyst to join our Customer Experience team. The role is remote/hybrid with occasional on-site requirements and is a 12-month contract in Ireland.

You will provide technical support for CRM/ITSM, manage incidents with a vendor, translate business needs into CRM designs, develop workflows, lead UAT, and contribute to system updates. Travel may be required and you will collaborate across teams.

Qualifications

• 3+ years supporting CRM/ITSM or similar platforms from a technical perspective.
• Experience developing process flows, system designs, wireframes or mock-ups.
• Excellent problem-solving and analytical skills.
• Experience in a customer-focused environment.
• Ability to travel with a full driving license.

Responsibilities

• Provide day-to-day technical support for the CRM/ITSM system and end-user portal.
• 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.
• Translate business requirements into CRM designs and workflows.
• Develop process flows and mock-ups for stakeholder review.
• Lead and participate in UAT for system changes and enhancements.
• Support system updates and new implementations.
• Communicate updates and testing activities to stakeholders.
• Ensure data integrity and quality within the CRM system.
• Develop and maintain KBAs and internal docs.
• Attend meetings with internal teams and external vendors.
• Support continuous improvement of the CRM/portal experience.

Skills

CRM/ITSM support

Technical analysis

Stakeholder coordination

UAT/testing

Education

Bachelor's degree in Computer Science or related field

Tools

CRM Platforms

ITSM Tools

Process Modelling Tools

Documentation Tools

Job description

PFH Technology Group is seeking a Technical Analyst to join our Customer Experience team. The role is remote/hybrid with occasional on-site requirements and is a 12-month contract in Ireland.

You will provide technical support for CRM/ITSM, manage incidents with a vendor, translate business needs into CRM designs, develop workflows, lead UAT, and contribute to system updates. Travel may be required and you will collaborate across teams.