CRM & DMS Support Analyst — Auto Services

Al Ghurair; Karachi Division; On-site; PKR 446,000 - 725,000; Full time

Job summary

Al Ghurair is seeking an Analyst – Business Support Center – Auto Services to join our Group IT team. The role provides Level 1 application support for automotive CRM and DMS apps, coordinating with business users and IT teams to ensure smooth operations and timely issue resolution.

Key tasks include managing incidents and service requests within SLAs, monitoring health of critical interfaces, and preparing daily to monthly support reports.

Qualifications

• 2–5 years of relevant experience in enterprise applications/ERP environments.
• Graduate in any discipline or equivalent.
• Strong problem-solving, communication, organizational, and stakeholder-management skills.
• Familiarity with ERP, CRM, or HRMS.
• Knowledge of Identity & Access Management (IAM) and access-control principles.

Responsibilities

• Provide Level 1 support for CRM and DMS applications.
• Manage incidents and service requests within SLAs.
• Monitor appointments and coordinate with customers on confirmations, rescheduling, approvals, parts availability, and invoices.
• Coordinate with service advisors, parts, billing, technical teams, and vendors to resolve issues.
• Identify recurring issues and support Root Cause Analysis (RCA).
• Monitor application health and critical interfaces.
• Track SLA compliance, ticket aging, backlog, and service performance.
• Prepare daily, weekly, and monthly support reports.
• Act as a key point of contact between business users and IT teams.

Skills

Problem-solving

Communication

Organizational skills

Stakeholder management

Education

Graduate in any discipline

Tools

ERP systems

CRM systems

HRMS

Job description

Al Ghurair is seeking an Analyst – Business Support Center – Auto Services to join our Group IT team. The role provides Level 1 application support for automotive CRM and DMS apps, coordinating with business users and IT teams to ensure smooth operations and timely issue resolution.

Key tasks include managing incidents and service requests within SLAs, monitoring health of critical interfaces, and preparing daily to monthly support reports.