CRM Application Support Analyst

Overview

Our client is looking to recruit a CRM Application Support Analyst based in Singapore to provide vital functional and operational support for critical CRM and enterprise applications. This role collaborates closely with business users, project teams, and vendors to maintain system stability, support enhancements, and facilitate testing during System Integration Testing (SIT) and User Acceptance Testing (UAT) phases.

Responsibilities

• Deliver ongoing application support for CRM and related business applications.
• Act as the main contact for application incidents, service requests, and user queries.
• Investigate and resolve application issues by coordinating with internal teams and third-party vendors.
• Monitor application performance and seek improvement opportunities.
• Collect, analyse, and document business requirements for system upgrades and process improvements.
• Convert business requirements into functional specs and user stories.
• Support application upgrades, enhancements, and implementation projects.
• Manage and execute SIT and UAT testing efforts.
• Develop test scenarios, cases, and scripts based on requirements.
• Track defects during testing and collaborate with stakeholders for resolution.
• Facilitate UAT sessions and provide user support during testing.
• Conduct impact analysis and assist in change management processes.
• Create user manuals, process documentation, and training materials.
• Provide end-user training and knowledge transfers as required.
• Collaborate with business stakeholders to ensure ongoing operational alignment of applications.

Requirements

• Diploma or Degree in IT, Computer Science, Business Information Systems, or related field.
• At least 3 years experience in application support, business systems support, or CRM support.
• Proven experience with CRM platforms such as Salesforce, Microsoft Dynamics, Oracle CRM, SAP CRM, or equivalents.
• Practical involvement in SIT and UAT coordination and execution.
• Strong understanding of the software development lifecycle (SDLC) and application change management.
• Experience gathering and documenting business and functional requirements.
• Capability to diagnose application problems and coordinate fixes among users, developers, and vendors.
• Knowledge of incident management and support services.
• Good analytical thinking and problem-solving skills.
• Effective stakeholder management and communication skills.

Preferred Qualifications

• Experience supporting multiple enterprise applications beyond CRM.
• Exposure to project implementation and system enhancement initiatives.
• Familiarity with SQL, data analysis, or reporting tools.
• Knowledge of Agile or Waterfall methodologies.

Success Profile

• Customer-focused with dedication to service delivery quality.
• Meticulous and systematic approach to testing and issue resolution.
• Ability to juggle operational support alongside project tasks.
• Strong communication skills for engagement with technical and business teams.
• Proactive, adaptable, and comfortable in a dynamic, fast-moving environment.

Additional Information

This recruitment is managed by an employment agency representing the employer.