CRM ANALYST - SERVICENOW

Black Financial Consult; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Black Financial Consult is seeking a CRM Analyst for a fully remote role. You will analyze and optimize CRM workflows, support ServiceNow configurations, and ensure data quality across the enterprise.

Collaborating with Product, IT, and business teams, you will gather requirements, develop dashboards, and assist in troubleshooting CRM issues. Experience with ServiceNow, Salesforce, or Dynamics and a background in Agile delivery are preferred for this role.

Qualifications

• 5–8 years of experience with CRM systems or enterprise service platforms.
• Hands-on experience with ServiceNow or similar CRM platforms.
• Strong analytical and problem-solving abilities.
• Experience in Agile or structured delivery environments.

Responsibilities

• Analyze and optimize CRM workflows and customer service processes.
• Support configuration and enhancement of ServiceNow and other CRM platforms.
• Monitor CRM data quality, integrity, and consistency.
• Gather and document business requirements for CRM improvements.
• Support reporting and dashboard development for customer and service metrics.
• Assist in troubleshooting CRM system issues and user support requests.
• Collaborate with Product, IT, and Business teams to improve CRM functionality.
• Support CRM integrations with other enterprise systems.
• Conduct user training and support adoption of CRM tools.
• Participate in system testing and validation for CRM enhancements.

Skills

Analytical thinking

Problem-solving

Agile delivery

Tools

ServiceNow

Salesforce

Dynamics

Job description

This is a remote position. The CRM Analyst will be responsible for analyzing, optimizing, and supporting CRM and service management systems, including ServiceNow and other CRM tools. The role focuses on improving customer workflows, ensuring data quality, supporting business users, and enabling effective use of CRM systems across the organization.

Key Responsibilities

• Analyze and optimize CRM workflows and customer service processes.
• Support configuration and enhancement of ServiceNow and other CRM platforms.
• Monitor CRM data quality, integrity, and consistency.
• Gather and document business requirements for CRM improvements.
• Support reporting and dashboard development for customer and service metrics.
• Assist in troubleshooting CRM system issues and user support requests.
• Collaborate with Product, IT, and Business teams to improve CRM functionality.
• Support CRM integrations with other enterprise systems.
• Conduct user training and support adoption of CRM tools.
• Participate in system testing and validation for CRM enhancements.

Required Qualifications

• 5-8 years of experience working with CRM systems or enterprise service platforms.
• Hands-on experience with ServiceNow or similar CRM/service tools.
• Strong analytical and problem-solving skills.
• Experience working in Agile or structured delivery environments.

Technical & Functional Skills

• CRM systems: ServiceNow and/or Salesforce, Dynamics, or similar
• Data analysis and reporting
• Workflow analysis and process improvement
• Requirements gathering and documentation
• Dashboard and KPI reporting
• Basic SQL or data querying