Analyze, optimize, and support CRM and service management systems, especially ServiceNow. Responsibilities include improving workflows, maintaining data quality, gathering requirements, developing reports and dashboards, troubleshooting issues, supporting integrations, training users, and testing enhancements. The role collaborates with Product, IT, and business teams to improve CRM functionality and adoption.
This is a remote position.
The CRM Analyst will be responsible for analyzing, optimizing, and supporting CRM and service management systems, including ServiceNow and other CRM tools. The role focuses on improving customer workflows, ensuring data quality, supporting business users, and enabling effective use of CRM systems across the organization.
Key Responsibilities
- Analyze and optimize CRM workflows and customer service processes.
- Support configuration and enhancement of ServiceNow and other CRM platforms.
- Monitor CRM data quality, integrity, and consistency.
- Gather and document business requirements for CRM improvements.
- Support reporting and dashboard development for customer and service metrics.
- Assist in troubleshooting CRM system issues and user support requests.
- Collaborate with Product, IT, and Business teams to improve CRM functionality.
- Support CRM integrations with other enterprise systems.
- Conduct user training and support adoption of CRM tools.
- Participate in system testing and validation for CRM enhancements.
Required Qualifications
- 5-8 years of experience working with CRM systems or enterprise service platforms.
- Hands-on experience with ServiceNow or similar CRM/service tools.
- Strong analytical and problem-solving skills.
- Experience working in Agile or structured delivery environments.
Technical & Functional Skills
- CRM systems: ServiceNow and/or Salesforce, Dynamics, or similar
- Data analysis and reporting
- Workflow analysis and process improvement
- Requirements gathering and documentation
- Dashboard and KPI reporting
- Basic SQL or data querying
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What you need to know about the Los Angeles Tech Scene
Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.
Key Facts About Los Angeles Tech
- Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
- Key Industries: Artificial intelligence, adtech, media, software, game development
- Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
- Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering
