Technical Analyst

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

Technical Analyst

PFH Technology are currently looking for a Technical Analyst to join our growing team.

Location: Remote/Hybrid working will apply (must be available to attend onsite when required.)

Duration: 12 months contract

Overview:

The Customer eXperience Technical analyst will work with the Customer eXperience General Manager’s team, SAP CoE Help Desk and across the SAP CoE team as required. This role is to provide technical support and coordination for the departments CRM or ITSM system and end user self-service portal, ensuring efficient operation and issue resolution. The role involves managing service and access requests, troubleshooting, liaising with a third-party vendor and Help Desk, coordinating user acceptance testing (UAT) and supporting system documentation and stakeholder engagement.

Key Responsibilities:

• Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments
• Manage and elevate incidents and service requests with a third-party vendor.
• Investigate and troubleshoot system issues, providing resolution or coordinating fixes with the vendor.
• Coordinate and manage access requests in line with access control policies.
• Analyse and translate business requirements into appropriate CRM system designs and solutions, including workflows, data structures, fields, values and system functionality.
• Develop process flows, system designs and mock-ups to illustrate proposed workflows, user interactions and screen layouts, supporting stakeholder review and agreement prior to implementation.
• Lead and participate in UAT for system changes and enhancements; devise test scripts and document outcomes as needed.
• Participate in system updates and new implementations.
• Communicate with internal stakeholders regarding system updates, known issues and testing activities.
• Ensure data integrity and quality within the CRM system.
• Respond to common system and user support queries, providing clear and timely guidance.
• Develop and maintain user support materials, including Knowledge Base Articles (KBAs) and internal documentation.
• Attend and contribute to meetings with internal teams and external vendors related to CRM/portal performance and improvements.
• Support continuous improvement of the CRM and portal experience for end users.
• Provide support for other tasks as deemed appropriate by the SAP Centre of Excellence management team.

Requirements:

• Third level qualification in Computer Science, Information Systems, Software development or Digital technologies.
• A minimum of 3 or more years, supporting CRM / ITSM or similar platforms from a technical perspective.
• Experience developing process flows, system designs, wireframes or mock-ups to demonstrate proposed system functionality and user journeys.
• Excellent problem-solving and analytical skills.
• Experience in a strong customer focus orientated environment.
• Experience in the analysis of data, identifying trends and root causes.
• Team player with a focus on continuous improvement.
• Ability to work collaboratively across technical and non-technical teams.
• Ability to manage multiple projects and priorities.
• Need to have full Driving License with own transport to fulfil the requirements of the role as this post will involve travel.
• Preferred experience working in Customer Support or Service Desk environments.
• Flexibility in working hours to meet the needs of the service.

PFH Technology, owned by Ricoh – a Japanese based global ICT company, is a premier provider of end-to-end ICT solutions and a managed services portfolio scaling from SMEs to large Enterprise organisations. We have unrivalled vendor relationships. We can procure, design, deploy and support all your ICT needs. Our ISO certified Custodian™ Cloud Services and Custodian™ Managed Services provide the technology and expertise to mitigate risk and reduce your costs immediately. We have a nationwide network of over 750 dedicated professionals, ready to meet your ICT needs, with offices in Dublin, Cork and Galway.

We are an equal opportunity employer and value diversity at PFH. We do not discriminate on the basis of age, disability, civil or family status, gender, gender identity or expression, sexual orientation, race, religion, or any other legally protected status. We are committed to ensuring that individuals with disabilities or access needs are provided with reasonable accommodation during the recruitment process, to perform essential job functions, and to access the full benefits of employment. Please contact us if you require accommodation at any stage.