CRM Techno functional Consultant
Exaways Corporation, Dallas, TX, United States
Title : CRM Techno functional Consultant
Location:
Dallas, TX
Duration :
Contract
Job Summary
The
ServiceNow GTM Technical Functional Support Analyst L2
for CRM Integration is a critical role responsible for ensuring seamless data flow and process alignment between our core CRM systems and the ServiceNow platform. You will serve as the
Level 2 (L2) subject matter expert
focused on troubleshooting complex incidents related to the integration of
Microsoft Dynamics CRM
(or a similar enterprise CRM) with ServiceNow, leveraging expertise in integration technologies like
Boomi
and
Microservices . Your primary goal is to minimize disruption to the GTM (Sales, Marketing, and Customer Service) teams due to system integration failures.
Key Responsibilities
1. L2 Technical Support & Integration Triage Serve as the escalation point from L1 support, performing
deep-dive triage, diagnosis, and resolution
of complex production incidents related to
data synchronization, workflow failures, and API errors
between the CRM system and ServiceNow. Utilize expertise in
Boomi
(or similar iPaaS tools like MuleSoft) and
Microservices architecture
to troubleshoot integration endpoints, mapping, and logic that govern the flow of Customer, Account, Lead, and Opportunity data. Conduct
Root Cause Analysis (RCA)
for recurring integration and functional issues, identifying process gaps, configuration errors in either platform, or faults within the middleware, and propose permanent fixes. Manage support tickets through the entire lifecycle within ServiceNow, ensuring strict adherence to
SLAs .ac 2. CRM & ServiceNow Functional Expertise
Possess strong
functional knowledge of Microsoft Dynamics CRM
(or Salesforce/equivalent) data model and core GTM processes (e.g., Lead-to-Opportunity, Account Management, Quoting). Troubleshoot functional discrepancies where data or processes initiated in the CRM fail to correctly update ServiceNow (and vice-versa), specifically focusing on the business impact to GTM teams. Perform minor configuration adjustments and data fixes in
ServiceNow
(e.g., Business Rules, Data Transformations) to immediately resolve L2 support incidents. 3. Collaboration & Knowledge Management
Document detailed technical procedures, complex integration workarounds, and resolutions for L2 support, contributing to the growth of the
Knowledge Base
for L1 support and GTM end-users. Collaborate closely with L3 Integration Engineers, CRM Administrators, and GTM Business Analysts to translate recurring support challenges into requirements for API enhancements, data model changes, or middleware fixes. Participate in User Acceptance Testing (UAT) for system releases, patches, and platform upgrades affecting the core CRM-ServiceNow integration. Required Qualifications
Education & Experience
Bachelor's degree in Information Technology, Computer Science, or a related quantitative field. 7+ years
of experience in an Enterprise Application Support, Technical Analyst, or IT Operations role. 5+ years
of hands-on technical support or administration experience with the
ServiceNow Platform
(ITSM, CSM, or custom integrations). Direct experience supporting and troubleshooting
a major
CRM system , such as
Microsoft Dynamics CRM
or Salesforce. Technical Skills
Proven experience troubleshooting enterprise integrations , specifically involving
middleware/iPaaS platforms
such as
Boomi, MuleSoft, or a Microservices environment. Strong functional knowledge of
CRM processes
(e.g., customer data objects, sales stages, record ownership). Proficiency in
ServiceNow configuration
and an understanding of its underlying data model and integration components (e.g., IntegrationHub, Scripted REST APIs). Experience with
REST/SOAP web services
and the ability to interpret XML/JSON payloads. Familiarity with the
ITIL framework
(Incident, Problem, and Change Management). Professional Attributes
Exceptional analytical and
problem-solving skills
with a meticulous attention to detail, specifically in tracing data flow across multiple systems. Excellent communication (written and verbal) and collaboration skills, with the ability to articulate complex technical integration issues to non-technical stakeholders. Strong sense of urgency and ownership, capable of prioritizing and managing multiple critical incidents simultaneously. Preferred Qualifications
ServiceNow Certified System Administrator (CSA) . Certification in a major integration platform (e.g.,
Boomi Associate/Professional Certification ). Experience with Microsoft Dynamics 365 or Salesforce Administrator certification. Knowledge of IT Operations Management (ITOM) for monitoring integration health.
Location:
Dallas, TX
Duration :
Contract
Job Summary
The
ServiceNow GTM Technical Functional Support Analyst L2
for CRM Integration is a critical role responsible for ensuring seamless data flow and process alignment between our core CRM systems and the ServiceNow platform. You will serve as the
Level 2 (L2) subject matter expert
focused on troubleshooting complex incidents related to the integration of
Microsoft Dynamics CRM
(or a similar enterprise CRM) with ServiceNow, leveraging expertise in integration technologies like
Boomi
and
Microservices . Your primary goal is to minimize disruption to the GTM (Sales, Marketing, and Customer Service) teams due to system integration failures.
Key Responsibilities
1. L2 Technical Support & Integration Triage Serve as the escalation point from L1 support, performing
deep-dive triage, diagnosis, and resolution
of complex production incidents related to
data synchronization, workflow failures, and API errors
between the CRM system and ServiceNow. Utilize expertise in
Boomi
(or similar iPaaS tools like MuleSoft) and
Microservices architecture
to troubleshoot integration endpoints, mapping, and logic that govern the flow of Customer, Account, Lead, and Opportunity data. Conduct
Root Cause Analysis (RCA)
for recurring integration and functional issues, identifying process gaps, configuration errors in either platform, or faults within the middleware, and propose permanent fixes. Manage support tickets through the entire lifecycle within ServiceNow, ensuring strict adherence to
SLAs .ac 2. CRM & ServiceNow Functional Expertise
Possess strong
functional knowledge of Microsoft Dynamics CRM
(or Salesforce/equivalent) data model and core GTM processes (e.g., Lead-to-Opportunity, Account Management, Quoting). Troubleshoot functional discrepancies where data or processes initiated in the CRM fail to correctly update ServiceNow (and vice-versa), specifically focusing on the business impact to GTM teams. Perform minor configuration adjustments and data fixes in
ServiceNow
(e.g., Business Rules, Data Transformations) to immediately resolve L2 support incidents. 3. Collaboration & Knowledge Management
Document detailed technical procedures, complex integration workarounds, and resolutions for L2 support, contributing to the growth of the
Knowledge Base
for L1 support and GTM end-users. Collaborate closely with L3 Integration Engineers, CRM Administrators, and GTM Business Analysts to translate recurring support challenges into requirements for API enhancements, data model changes, or middleware fixes. Participate in User Acceptance Testing (UAT) for system releases, patches, and platform upgrades affecting the core CRM-ServiceNow integration. Required Qualifications
Education & Experience
Bachelor's degree in Information Technology, Computer Science, or a related quantitative field. 7+ years
of experience in an Enterprise Application Support, Technical Analyst, or IT Operations role. 5+ years
of hands-on technical support or administration experience with the
ServiceNow Platform
(ITSM, CSM, or custom integrations). Direct experience supporting and troubleshooting
a major
CRM system , such as
Microsoft Dynamics CRM
or Salesforce. Technical Skills
Proven experience troubleshooting enterprise integrations , specifically involving
middleware/iPaaS platforms
such as
Boomi, MuleSoft, or a Microservices environment. Strong functional knowledge of
CRM processes
(e.g., customer data objects, sales stages, record ownership). Proficiency in
ServiceNow configuration
and an understanding of its underlying data model and integration components (e.g., IntegrationHub, Scripted REST APIs). Experience with
REST/SOAP web services
and the ability to interpret XML/JSON payloads. Familiarity with the
ITIL framework
(Incident, Problem, and Change Management). Professional Attributes
Exceptional analytical and
problem-solving skills
with a meticulous attention to detail, specifically in tracing data flow across multiple systems. Excellent communication (written and verbal) and collaboration skills, with the ability to articulate complex technical integration issues to non-technical stakeholders. Strong sense of urgency and ownership, capable of prioritizing and managing multiple critical incidents simultaneously. Preferred Qualifications
ServiceNow Certified System Administrator (CSA) . Certification in a major integration platform (e.g.,
Boomi Associate/Professional Certification ). Experience with Microsoft Dynamics 365 or Salesforce Administrator certification. Knowledge of IT Operations Management (ITOM) for monitoring integration health.