Job Title: Application Support Analyst – Customer Engagement Applications
Reports to: Applications Manager
Business Unit: Global IT
Location: Jasola, Delhi, India
Direct Reports: None
Overview
The role provides Level 1 and 2 support for Peak’s Customer Engagement Applications including CRM (SAP Sales Cloud v2), Emarsys Marketing and Zendesk. It ensures smooth daily operation of pre‑sales, marketing, and service systems by triaging and resolving incidents, managing user access and configuration, supporting data quality, and maintaining reliable integrations between CRM, Emarsys, Zendesk, and SAP Business One. The role will also support codeless BPA workflows that automate CRM ↔ SAP Business One processes, including master data synchronisation (such as accounts, addresses and contacts) and transactional Quote‑to‑Order updates as well as marketing data integrations.
Duties and Responsibilities
CRM & Emarsys – Specific
* Deliver L1/L2 support across CRM, Emarsys and Zendesk, resolving issues with access, permissions, layouts, workflows and data synchronisation.
* Maintain user accounts, roles, teams, groups, signatures and permission sets.
* Handle standard configuration updates (fields, layouts, forms, ticket fields, marketing segments and user groups).
* Support queries relating to accounts, contacts, opportunities and activities.
* Maintain views, filters, lists, layouts and validation rules.
* Provide first‑line support for renewals and quote processes.
* Assist the BA team with UAT preparation for sales and renewals workflows.
* Support segmentation, contact lists/sync, email templates, automated journeys and campaign‑related issues.
* Maintain daily Emarsys operations including CRM contact sync and troubleshooting data ingestion.
* Assist in maintaining relational data tables, mappings and field definitions.
* Provide L1 support for deliverability, unsubscribes, subscription preferences, opt‑ins and GDPR‑related queries.
* Work with Marketing and IT to maintain data quality and consistency across CRM, Emarsys, Zendesk and SAP Business One.
* Work with Marketing and IT to ensure data integrity between CRM, Emarsys, Zendesk, and B1.
Zendesk – Specific
* Support ticket routing, views, macros, triggers, automations, SLAs.
* Maintain ticket forms, help centre configuration, user profiles, agent roles.
* Assist CX teams with workflow issues and customer communication problems.
Data & Reporting
* Support operational reporting across CRM, Zendesk, and Emarsys (lists, dashboards, performance KPIs).
* Assist with bulk data corrections via approved templates.
* Conduct data hygiene tasks for contact, account, lead, and subscription data.
Automation & BPA Workflows (CRM ↔ B1 / Emarsys)
* Monitor codeless BPA workflows including:
* Investigate failed workflow runs, apply fixes if within L1/L2 remit, and elevate to L3 where required.
* Maintain workflow documentation and update configuration notes.
* Assist in improving reliability and performance of automation flows.
Change, Upgrades & Projects
* Log and manage incidents, service requests, and change requests using the service desk system.
* Assist in CRM, Emarsys, and Zendesk release testing, including:
* Support rollout of new features, fields, and user‑facing enhancements.
Collaboration & Governance
* Work closely with Sales, Inside Sales, Marketing, Customer Experience, Data, and IT colleagues.
* Ensure all work aligns with CRM, Emarsys, and CX roadmaps and data governance standards.
* Maintain accurate and up‑to‑date documentation and knowledge base articles.
Experience
* Minimum of 3 years of demonstrable experience in application support in at least one of SAP Sales Cloud, Emarsys Marketing or Zendesk.
* Exposure to SAP Business One and workflow automation tools (Codeless BPA, Make.com, Zapier, Power Automate, etc.) advantageous.
Skills and Qualifications
Technical Skills
* Basic understanding of CRM structures (accounts, contacts, activities, opportunities).
* Understanding of marketing automation concepts (segments, campaign flows, email templates, suppression lists).
* Familiarity with Zendesk Support configuration.
* Basic SQL / data manipulation skills desirable.
* Understanding of codeless BPA workflows desirable.
Functional / Professional Skills
* Strong attention to detail, process discipline, and clear documentation.
* Ability to analyse patterns, reproduce issues, identify root causes, and communicate findings effectively.
* Able to manage multiple priorities and work efficiently from a ticket queue.
Soft Skills
* Customer‑focused, patient, and clear communicator.
* Collaborative team player with strong interpersonal skills.
* Proactive and eager to learn new systems.
* Able to work independently and elevate appropriately.
#J-18808-Ljbffr