Application Support Analyst (CRM & Marketing Platforms)

ASTEK SINGAPORE INNOVATION TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A technology innovation consultancy is seeking a CRM & Marketing Automation Support Analyst in Singapore. This role requires 2–4 years of experience in CRM support with key responsibilities including L2-L3 support for CRM applications like Salesforce, project coordination, and collaboration with vendors to enhance CRM solutions. Ideal candidates possess a Computer Science degree, strong communication skills, and proficiency in Salesforce systems. Mandarin is a plus for regional interactions.

Qualifications

• 2–4 years of experience in CRM support or related field.
• Ability to manage support tickets and perform root-cause analysis.
• Experience in retail or luxury retail is advantageous.

Responsibilities

• Provide L2-L3 support for regional CRM applications.
• Coordinate project activities and maintain status updates.
• Collaborate with vendors and assist in system deployment.

Skills

CRM and marketing ecosystems knowledge

Salesforce Service Cloud

Salesforce Marketing Cloud

Strong communication skills

Problem-solving skills

Technical Support

Communication Skills

Education

Degree in Computer Science or Information Systems

Tools

MS SQL

Job description

Overview

We are looking for a CRM & Marketing Automation Support Analyst with 2–4 years of experience to support and enhance CRM and marketing solutions. This role involves supporting regional CRM platforms, enabling marketing campaign execution, coordinating with key business users, and contributing to system design, testing, and deployment activities. The analyst will act as a key liaison between regional teams, vendors, and market users to ensure smooth operations and continuous improvement.

This is an L2 - L3 Support role

Key Responsibilities

CRM & Marketing Automation Support

• Serve as the L2 - L3 support for regional CRM applications, including clienteling tools, customer data platforms, loyalty systems, and Salesforce Service Cloud (SFSC).

• Support day-to-day operations for Marketing Automation systems such as Salesforce Marketing Cloud (SFMC) and Adobe Campaign, ensuring timely and accurate campaign execution for various brands.

• Manage support tickets, perform root‑cause analysis, recommend long‑term fixes, and reduce recurring issues across markets.

Project Coordination & Implementation

• Assist the System Manager in overseeing projects or sub‑projects, maintaining status updates, documentation, and milestones.

• Coordinate project activities—schedule meetings, track timelines, ensure resource alignment, and monitor deliverables.

Business Analysis & Solution Design

• Work closely with business users to capture, refine, and structure high‑level requirements.

• Participate in requirement analysis, documenting workflows, user stories, and business process mapping.

• Translate functional needs into detailed solution designs aligned with the existing regional architecture.

Development, Testing & Deployment

• Collaborate with external vendors to turn specifications into applications following coding standards and best practices.

• Create and execute test scenarios to validate system behavior, troubleshoot issues, and ensure solutions meet specifications.

• Support data migration, data cleansing, and review of technical documentation when necessary.

• Prepare deployment packages and related documentation and assist in transitioning new functionalities into production.

Operational Support & Knowledge Transfer

• Monitor system performance and provide technical troubleshooting for production applications.

• Respond to inquiries from market users regarding system issues, errors, or functional questions.

• Train technical support staff and contribute to building structured support models for retail CRM applications.

• Work with local markets to transition ownership of delivered projects and establish reusable assets for future use.

• Ensure consistent service delivery and performance of regional CRM and POS‑related systems.

Technical Competencies (Required)

• Solid understanding of CRM and marketing ecosystems including Salesforce Service Cloud, Salesforce Marketing Cloud, MS SQL, and BI‑related components.

• Strong functional knowledge of retail and wholesale business processes, especially related to POS and CRM systems.

• Experience working on retail-focused digital or CRM projects is highly preferred.

• Ability to translate business requirements into structured solution designs for development teams or vendors.

Key Competencies

• Degree in Computer Science, Information Systems, or a related field.

• Excellent written and spoken English; Mandarin proficiency is a plus for regional stakeholder interactions.

• Minimum 2 years of experience supporting system operations (experience in retail or luxury retail is advantageous).

• Strong communication and interpersonal skills, with the ability to work closely with end users, understand business needs, and propose practical solutions.

• Well‑organized, structured in reporting, and able to work independently with a proactive and curious mindset.