CRM Application Support Analyst — DealCloud Expert

Rothschild & Co; New York (NY); Hybrid; USD 70,000 - 85,000; Full time

Benefits offered by this job

Discretionary bonus

Job summary

Rothschild & Co seeks a Business Application Support Analyst to provide front‑line support for the DealCloud CRM and related Global Advisory applications. Based in our New York office, you will triage requests, resolve user issues, and escalate incidents through ServiceNow while guiding users on workflows and best practices.

You’ll enable onboarding and training to drive adoption, identify recurring issues for data quality improvements, and collaborate with global teams across time zones.

Qualifications

• Bachelor’s Degree in Information Technology, Computer Science or related field.
• 1–3 years’ experience in application or business systems support, service desk, or operational support roles, ideally within CRM or workflow platforms.
• Hands‑on experience working with service ticketing / ITSM systems (ServiceNow preferred).
• Experience supporting users in process driven or regulated environments, where accuracy, data quality and adherence to controls are important.
• Exposure to CRM platforms such as DealCloud, Microsoft Dynamics, Salesforce or similar tools.
• Experience supporting applications used in financial services, banking, capital markets or advisory environments.
• Prior exposure to follow‑the‑sun or global support models.
• Ability to work independently during regional coverage hours, when other teams are offline.
• Experience producing basic reports, process diagrams or operational documentation using tools such as Excel, Power BI, Visio or similar.
• Familiarity with Microsoft 365, cloud, integration or AI platforms (e.g. Azure, AWS).
• Familiarity with executing and supporting business processes within enterprise applications, including approvals, data management, reporting, workflow automation and governance controls.
• Strong analytical and problem‑solving skills, with the ability to diagnose issues related to workflows, data, permissions and system behaviour.
• Demonstrate strong written and verbal communication skills in a professional context, enabling effective collaboration with users and colleagues across Global Advisory offices globally.

Responsibilities

• Serve as the primary regional point of contact for the newly rolled out DealCloud CRM and related Global Advisory business application platforms, guiding users through core workflows and resolving issues to keep records accurate and complete.
• Monitor the CRM support mailbox and ServiceNow queue, responding to user queries and aiming for same‑day resolution.
• Work with global colleagues to ensure communication and adoption of processes and application changes.
• Deliver ad‑hoc user training, seamless onboarding support, and targeted guidance to drive user adoption and proactively address recurring issues.
• Identify trends that indicate training, documentation, or process improvement opportunities and feed these back to the wider team.
• Assess incoming requests to distinguish between user/process issues and genuine system incidents.
• Perform Level 1 triage, applying known fixes and workarounds before escalation.
• Log Incident Management system tickets (ServiceNow) to a high standard, including clear impact, supporting evidence, reproduction steps, and an initial severity to enable effective handover to central teams.
• Support additional Global Advisory business applications as they are onboarded (e.g., Rogo and future platforms).
• Participate in incident post‑mortems where appropriate, contributing to root cause analysis and improvement actions.
• Maintain accurate records of all activity and prepare clear handovers so work continues smoothly across time zones.
• Adhere to information security requirements in a regulated financial environment, ensuring compliance with access controls, data governance, and change management at all times.

Skills

CRM support

ServiceNow

DealCloud

MS Dynamics

Salesforce

Power BI

Excel

Visio

Microsoft 365

Rogo.ai

Education

Bachelor’s Degree in Information Technology or Computer Science

Tools

ServiceNow

Job description

Rothschild & Co seeks a Business Application Support Analyst to provide front‑line support for the DealCloud CRM and related Global Advisory applications. Based in our New York office, you will triage requests, resolve user issues, and escalate incidents through ServiceNow while guiding users on workflows and best practices.

You’ll enable onboarding and training to drive adoption, identify recurring issues for data quality improvements, and collaborate with global teams across time zones.