Senior CRM Analyst (Salesforce & Dynamics 365) at Kyndryl in Bangalore

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Your Role: As a Senior CRM Analyst (Salesforce & Dynamics 365), you will provide functional and application support for CRM and Marketing Automation platforms, helping business users maximize their effectiveness across sales, customer engagement, and marketing activities. You will troubleshoot issues, support integrations, deliver user training, maintain documentation, and collaborate with technical and business stakeholders to ensure platform stability, data quality, and an excellent user experience. What Will You Do: Provide day-to-day support for CRM platforms including Microsoft Dynamics 365 Sales, Salesforce Sales Cloud, and SugarCRM. Support Marketing Automation platforms including Microsoft Dynamics 365 Customer Insights, Salesforce Marketing Cloud, and SugarMarket. Troubleshoot application, data, integration, campaign, and user-access issues while ensuring business continuity and timely resolution. Support CRM and Marketing Automation integrations to ensure accurate, reliable, and secure data flow between platforms. Deliver end-user support through email, Microsoft Teams, meetings, and established service management channels. Provide user training, system guidance, and best-practice recommendations to improve platform adoption and effectiveness. Perform testing, validation, and quality assurance activities for fixes, enhancements, configurations, and email campaign deployments. Develop support documentation, knowledge articles, user guides, and process improvements while collaborating with stakeholders to enhance overall user experience. Your Future at Kyndryl The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate, but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry. Who You Are You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others. Required Technical and Professional Experience: 3–5 years of experience supporting CRM, Marketing Automation, or customer engagement platforms, with experience in Salesforce and/or Microsoft technologies. Working knowledge of CRM and Marketing Automation platforms including Microsoft Dynamics 365 Sales, Dynamics 365 Customer Insights, Salesforce Sales Cloud, Salesforce Marketing Cloud, SugarCRM, and SugarMarket. Experience supporting end users, delivering training, troubleshooting issues, and providing guidance on CRM and Marketing Automation business processes and functionality. Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate issues and recommend practical solutions. Experience supporting data integrations between CRM and Marketing Automation platforms and ensuring data accuracy and integrity. Understanding of software testing, quality assurance, validation processes, and production support activities. Excellent communication, stakeholder management, documentation,