Job Summary

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.

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.

Responsibilities

- 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.

Required Technical and Skilled 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, and collaboration skills with the ability to support both technical and non-technical users.
- Ability to manage multiple priorities in a fast-paced environment while contributing to process improvements and enhanced support operations.

Preferred Professional and Technical Expertise

- Experience working with AMPscript, email personalization, dynamic content creation, and marketing campaign execution.
- Experience with service management and ticketing platforms such as Jira, ServiceNow, or equivalent ITSM solutions.
- Experience supporting reports, dashboards, analytics, and performance reporting within CRM or Marketing Automation platforms.
- Experience implementing process improvements, user adoption initiatives, and support optimization programs.
- Certifications in Microsoft Dynamics 365, Salesforce Sales Cloud, Salesforce Marketing Cloud, SugarCRM, SugarMarket, or related CRM and Marketing Automation technologies are preferred.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior CRM Analyst (Salesforce & Dynamics 365) (Bengaluru)
🏢 Kyndryl
📍 Bengaluru