IT Systems Analyst (CRM & Sales Technology)

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.

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

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

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