IT Systems Analyst (CRM & Sales Technology)

Job description

This role serves as the key technology partner for a Sales and Marketing organization, owning the end-to-end lifecycle of the CRM ecosystem, including CPQ, sales intelligence, marketing automation, customer data, and related system integrations. You will work closely with business stakeholders and cross-functional IT teams to translate business needs into scalable, reliable solutions that improve customer engagement, sales productivity, operational efficiency, and data-driven decision making. Sitting within a regional service delivery team, you will contribute across the full spectrum of delivery, from demand management and solution implementation through operational support and continuous improvement, helping the organization's customer-facing technology landscape evolve over time. ### What You'll Do - Gather and document business requirements, processes, and success criteria, translating them into functional and technical solution specifications - Design, configure, and test CRM, CPQ, marketing, and integration solutions, including UAT planning and release documentation - Manage initiatives end-to-end from demand intake through deployment and post-release support, coordinating with business analysts, infrastructure, and data teams - Evaluate enhancement requests, define solution approaches, and drive change management through established processes - Serve as a functional escalation point for complex application issues, performing triage, troubleshooting, and resolution - Monitor application performance, adoption, and data quality, maintaining operational documentation and knowledge articles - Support user training, onboarding, and adoption activities, recommending platform enhancements to maximize business value ### Core Essentials - Bachelor's degree in Computer Science, Information Systems, or a related field - 4+ years of IT experience across CRM, sales, marketing, or customer-facing technology domains - Hands-on experience across the full solution lifecycle, design, configure/build, deploy, and operate, of CRM platforms such as HubSpot, Salesforce, Microsoft Dynamics, or SugarCRM - Experience with enterprise system integration using EDI (X12, EDIFACT) or API (REST, SOAP) - Working knowledge of SQL and data analysis - Business-fluent English (read, write, verbal) - Proven ability to translate business requirements into scalable workflows, automations, and integrations ### Bonus Skills - Experience with CPQ, marketing automation, or sales and market intelligence platforms such as ZoomInfo or Apollo - Prior experience in logistics, freight forwarding, or NVOCC business - ITIL v4 Foundation certification and experience with ITSM platforms such as ServiceNow, BMC, or Xurrent - Experience with AI-assisted workflows or prompt engineering