Application Support Analyst CRM

CRM Application Support Analyst

Location: Singapore

Overview

Our client is seeking a CRM Application Support Analyst to provide functional and operational support for business-critical CRM and enterprise applications. The role will work closely with business users, project teams and vendors to ensure application stability, support system enhancements and facilitate successful testing activities across SIT and UAT phases.

Key Responsibilities

• Provide day-to-day application support for CRM and business applications.

• Serve as the primary point of contact for application-related incidents, service requests and user enquiries.

• Analyse and troubleshoot application issues, coordinating with internal teams and vendors to ensure timely resolution.

• Monitor application performance and identify opportunities for improvement.

• Gather, analyse and document business requirements for system enhancements and process improvements.

• Translate business requirements into functional specifications and user stories.

• Support application enhancement, implementation and upgrade projects.

• Coordinate and execute System Integration Testing (SIT) and support User Acceptance Testing (UAT) activities.

• Develop test scenarios, test cases and test scripts based on business requirements.

• Track testing defects and manage defect resolution with relevant stakeholders.

• Facilitate UAT sessions and provide user support during testing cycles.

• Conduct impact assessments and support change management activities.

• Prepare user guides, process documentation and training materials.

• Deliver end-user training and knowledge transfer sessions where required.

• Work closely with business stakeholders to ensure applications continue to meet operational requirements.

Requirements

• Diploma or Degree in Information Technology, Computer Science, Business Information Systems or a related discipline.

• Minimum 3 years of experience in application support, business systems support or CRM support.

• Experience supporting CRM platforms such as Salesforce, Microsoft Dynamics, Oracle CRM, SAP CRM or similar solutions.

• Hands-on experience in SIT and UAT coordination and execution.

• Strong understanding of software development lifecycle (SDLC) and application change management processes.

• Experience gathering and documenting business and functional requirements.

• Ability to investigate application issues and coordinate resolution across business users, developers and vendors.

• Familiarity with incident management and service support processes.

• Good analytical and problem-solving skills.

• Strong stakeholder management and communication capabilities.

Preferred Qualifications

• Experience supporting multiple enterprise business applications beyond CRM.

• Exposure to project implementation and system enhancement initiatives.

• Knowledge of SQL, data analysis or reporting tools is advantageous.

• Familiarity with Agile or Waterfall project methodologies.

Success Profile

• Customer-oriented with a strong focus on service delivery.

• Detail-oriented and methodical in testing and issue management.

• Able to balance operational support responsibilities with project-related activities.

• Strong communicator who can engage effectively with both business and technical stakeholders.

• Proactive, adaptable and comfortable working in a fast-paced business environment.