Responsibilities
- Define and enforce center of excellence standards, configuration policies, and naming conventions for the CRM platform, including Customer Service Management, Sales Operations Management, Field Service Management, and Industry Solutions.
- Maintain detailed documentation such as runbooks, configuration records, decision logs, and process guides in the CoE knowledge repository.
- Track the quarterly ServiceNow release cycle and evaluate how new CRM features affect current configurations, identifying potential risks and improvements.
- Support the development of CoE governance models as CRM capabilities grow, including advancements in AI Agents, agentic workflows, and new module integrations.
- Perform regular platform audits to verify configuration accuracy, user permissions, data integrity, and compliance with best practices and upgrade preparedness.
- Engage in solution design reviews for CRM modules, ensuring designs follow low-code approaches and align with architectural standards.
- Document integration methods between the CRM platform and external systems like ERP, CPQ, contact centers, marketing automation, and identity management.
- Review requests for product enhancements, categorizing them by complexity, risk, and consistency with out-of-the-box functionality, prioritizing configuration over customization.
- Support the technical design of AI-driven workflows in CRM, including AI Agent use cases for customer service automation, lead qualification, and order processing.
- Analyze technical debt from past customizations and help create plans to reduce it, improving platform maintainability and upgrade efficiency.
- Assist in evaluating and rolling out new CRM capabilities such as Industry Solutions, Field Service enhancements, sales playbooks, needs analysis workflows, and CPQ tools.
- Develop and deliver role-specific training programs for CRM users, covering service agent interfaces, sales processes, and field dispatch workflows.
- Create and manage a CoE learning library with quick reference materials, instructional videos, knowledge articles, and release summaries hosted in the platform.
- Act as a primary technical expert for resolving complex CRM platform issues raised by business teams and operational staff.
- Monitor user adoption, case deflection, and feedback to detect knowledge gaps and implement focused training or support initiatives.
- Lead CoE-led initiatives during major releases or new module launches, offering direct coaching and issue resolution for end users.
- Organize community sessions, platform demonstrations, and release previews to increase CRM literacy across the organization.
