Technical Product Specialist (CRM)

· Troubleshoot and resolve incidents requiring Specialist-level knowledge such as workflow failures, automation errors, permission misalignments, pipeline discrepancies, and data-sync issues.

· Perform structured root-cause analysis (RCA), validate findings, and implement corrective actions.

· Prepare and deliver complete incident evidence and impact analysis for Tier 3 escalation.

· Support Country IT and user communication to ensure proper incident awareness and guidance.

· Execute approved configuration updates (fields, objects, workflows, templates, dashboards).

· Manage user roles and permissions following RBAC standards and approval workflows.

· Perform data corrections (duplicate merging, standardization, invalid records cleanup).

· Provide advisory and training to end-users on new features, processes, and best practices.

· Track recurring issues and perform initial analysis to identify patterns.

· Provide input and evidence for deeper root-cause investigations led by Tier 3/Lead.

· Execute corrective actions and improvements as defined by the Technical Product Lead.

· Maintain the problem register and ensure proper closure of assigned problem records.

· Maintain accurate system configuration aligned with organizational standards.

· Update and document configuration items (CI): workflows, automation logic, user roles, integration endpoints.

· Perform regular workflow/automation health checks, quota monitoring, and data validation scans.

· Ensure all configuration changes follow naming conventions, field governance, and approved templates

· Prepare change documentation: impact assessment, UAT evidence, and rollback considerations.

· Execute configuration changes approved by the Technical Product Lead or CAB.

· Conduct UAT and regression testing, ensuring test results meet audit expectations.

· Contribute to release notes and support post-release verification.

· Enforce RBAC policies by ensuring correct access provisioning, role alignment, and segregation-of-duties (SoD) adherence.

· Support regular access reviews and identify access anomalies or policy violations.

· Ensure that all access-related actions and configuration updates are fully logged and traceable for audits.

· Support implementation of platform-level security controls and compliance tasks.

· Maintain and update operational SOPs, configuration documents, and user-facing guides.

· Create troubleshooting documentation and contribute to the Known Issues repository.

· Share insights and operational learnings to drive platform improvement and training materials.

· Propose enhancements to workflows, automation logic, or processes based on operational experience.

Business Competencies:

· Strong understanding of Sales, Marketing, and Customer Service workflows.

· Ability to translate business needs into configuration logic and system actions.

· Clear and structured communication with both technical and non-technical stakeholders.

· Advanced CRM administration (workflows, pipelines, roles, automation logic).

· Solid analytical and troubleshooting skills for mid-complexity incidents.

· Working knowledge of API/webhook behavior and integration points.

· Strong understanding of RBAC and application-level security principles.

· Detail-oriented, structured, and disciplined in execution.

· Proactive in identifying problems and proposing improvements.

· Ability to collaborate effectively across countries.

Required Professional Qualification:

· CRM Advanced Administration

· Workflow & Automation Logic

· RBAC & Application Security

· API/Webhook Basic troubleshooting

· Configuration Governance

· Change Execution & Test Documentation

· Data Quality & Validation Standards

· CRM: HubSpot / Salesforce (advanced admin)

· Identity: Entra ID (RBAC provisioning, audit logs)

· Integrations: Postman (API testing), webhook logs, iPaaS (Power Automate, Make/Zapier)

· Governance Tools: Jira Service Management (change workflow), Confluence (configuration & standards documentation)

· Monitoring: APM dashboards, quota & automation logs

· Documentation: Miro/Visio, SharePoint