Responsibilities
- Define and enforce center of excellence (CoE) standards, configuration policies, and naming conventions for the CRM platform, covering Customer Service Management, Sales Performance Management, Field Service Management, and industry-specific solutions.
- Create and maintain detailed documentation such as runbooks, configuration records, decision logs, and procedural guides within the CoE knowledge base.
- Track the quarterly ServiceNow release schedule and evaluate how new CRM features affect current configurations, identifying potential risks and improvement opportunities.
- Help evolve CoE governance models as CRM capabilities grow, including advancements in AI Agents, agentic workflows, and new module integrations.
- Perform routine 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-related projects, ensuring designs follow low-code development principles and align with CoE architectural guidelines.
- Document integration methods between the CRM platform and external systems like ERP, CPQ, contact centers, marketing automation, and identity providers.
- Review and assess requests for product enhancements, categorizing them by complexity, risk level, and consistency with out-of-the-box functionality, prioritizing configuration over custom code.
- Support the technical design of AI-driven workflows in CRM, including AI Agent use cases for customer service automation, lead scoring, and order processing.
- Analyze technical debt from past customizations and help develop strategies to reduce it, improving platform maintainability and upgrade efficiency.
- Assist in planning and implementing new CRM capabilities such as industry-specific solutions, Field Service enhancements, sales playbooks, needs assessment workflows, and CPQ tools.
- Develop and deliver training programs tailored to specific user roles, covering CSM agent interfaces, SOM sales processes, and FSM dispatch and scheduling functions.
- Create and manage a CoE learning library with quick-reference materials, tutorial videos, knowledge articles, and summaries of new feature releases, hosted in the platform knowledge base.
- Act as a primary technical expert and escalation point for complex CRM platform inquiries from business and operations teams.
- Monitor user adoption, case deflection, and feedback to detect knowledge gaps and implement focused training or support initiatives.
- Lead CoE-led initiatives during major platform updates or new module rollouts, offering direct coaching and issue resolution for end users.
- Organize and lead community events such as CoP meetings, platform demonstrations, and release previews to increase CRM platform understanding across the organization.
