Responsibilities
- Define and enforce center of excellence standards, configuration policies, and naming conventions for the CRM platform, covering Customer Service Management, Sales Operations Management, Field Service Management, and Industry-specific solutions.
- Ensure complete and up-to-date documentation such as runbooks, configuration records, decision logs, and procedural guides are maintained in the center of excellence knowledge base.
- Track the quarterly ServiceNow release schedule and evaluate how new CRM features affect current configurations, identifying potential risks and improvement opportunities.
- Support the development of governance models as CRM capabilities grow, including advancements in AI Agents, agentic workflows, and new module integrations.
- Perform routine platform assessments to verify configuration accuracy, user permissions, data integrity, and compliance with best practices and upgrade preparedness.
- Engage in design reviews for new CRM functionality requests, ensuring solutions follow low-code approaches and align with architectural guidelines.
- Record standard integration methods between the CRM platform and external systems like ERP, CPQ, contact centers, marketing automation, and identity providers.
- Review requests for product improvements, categorizing them by effort, risk level, and consistency with out-of-the-box functionality, prioritizing configuration over code.
- Support the implementation of AI-driven workflows, including designing AI Agent scenarios for customer service automation, lead scoring, 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 features such as Industry Solutions, Field Service enhancements, Sales Playbooks, Needs Analysis flows, and CPQ tools.
- Develop and deliver training tailored to specific user roles, covering CSM agent interfaces, SOM sales processes, and FSM dispatching and scheduling functions.
- Create and manage a library of enablement resources, including quick guides, tutorial videos, knowledge entries, and release summaries, stored in the platform knowledge base.
- Act as a primary technical expert for complex CRM inquiries from business teams and operations, providing timely resolution and guidance.
- Monitor usage statistics, case deflection performance, and user input to detect learning gaps and implement focused training or support initiatives.
- Lead center of excellence programs during major updates or new module launches, offering direct coaching and issue resolution for end users.
- Organize community events, platform demonstrations, and preview sessions to increase organizational understanding of CRM capabilities.
