Overview The role is the main point of resolution for Peak's customer engagement applications: SAP Sales Cloud v2, Emarsys, Zendesk, and the CRM-related BPA ERP (SAP B1) integrations. You will resolve complex incidents, own problem and knowledge management for CRM. This is a hands-on role combining day-to-day support with problem resolution and continuous improvement.

You will also play a key part in Peak's CRM roadmap, including future SAP Sales Cloud rollouts to the US, LATAM, South Korea and Singapore, the adoption of further SAP CX modules, and the potential retirement of Zendesk as Peak develops its service and customer service capability.

Indicatively, around 50% of the role is routine operational and Level 12 support, around 35% is Level 3 problem resolution and integration support, and around 15% is improvement, knowledge and change activity.

Indicative time by application: SAP Sales Cloud v2 60%, CRM-related BPA ERP (SAP B1) integrations 15%, Emarsys 10%, Zendesk 10%, and SAP Sales Cloud v1 support 5% (until it is retired in 2027).

Role & responsibilities

CRM & Emarsys Specific

- Act as the primary resolution point for complex (Level 3) CRM, Emarsys and Zendesk issues, while also handling a significant share of day-to-day Level 12 tickets covering access, permissions, layouts, workflows and data synchronisation
- Maintain the CRM organisational structure (sales and service organisations and units), including the employee and primary-manager assignments that drive reporting, visibility and approval routing, and ensure a replacement manager is in place when a manager leaves
- Maintain sales territories, territory teams and roles , account-routing rules and lead and opportunity routing rules; and resolve any failures
- Support and maintain account and registered product data, including sales organisation, organisational and territory assignments, addresses and account hierarchies, keeping them aligned with SAP Business One
- Support the quotation approvals process and maintain the approvals matrix
- Support pricing calls and procedures: maintain price list determination rules and investigate missing or incorrect prices on quotes and orders
- Set up and remove users end to end
- Make standard configuration changes (code lists, fields, layouts, views, forms, validations, playbooks and autoflows) on an ongoing basis through change projects in the test system, test them, and transport them to production in agreed change windows, followed by production checks; contribute to the analysis of larger change requests
- Investigate issues in the integration services and decision tables that support account data, pricing, approvals and service-contract renewals, checking rules and master data before escalating code changes to the implementation partner
- Support renewals, quote and quote-to-order processes,



from first-line queries through to root-cause resolution
- Work with the Business Analysis team to prepare and run UAT for sales, renewals and service workflows
- Support segmentation, contact lists and sync, email templates, automated journeys and campaign-related issues
- Review SAP Sales Cloud v2 quarterly releases and assess their impact on Peaks configuration and integrations; plan and carry out testing of CRM, Emarsys and Zendesk releases and changes, and record the results

Zendesk Specific

- Support ticket routing, views, macros, triggers, automations, SLAs
- Maintain ticket forms, help centre configuration, user profiles, agent roles
- Assist CX teams with workflow issues and customer communication problems

Data & Reporting

- Support operational reporting across CRM, Zendesk, and Emarsys (lists, dashboards, performance KPIs)
- Prepare, validate and run bulk data loads and corrections via approved templates, including pre- and post-load reconciliation
- Carry out data hygiene and data quality tasks for account, address, contact, lead and subscription data

CRM-related BPA ERP (SAP B1) Integrations & Emarsys Workflows

- Monitor the CRM-related BPA ERP (SAP B1) integrations and Emarsys workflows daily, covering master data synchronisation (accounts, addresses and contacts) and transactional quote-to-order updates
- Diagnose and resolve failed workflow runs and integration errors, escalating to the manager or the relevant partner where a platform-level fix is require

Change, Upgrades & Projects

- Log and manage incidents, service requests, problems and change requests in the service desk system, meeting agreed service levels
- Support the rollout of new features, fields and user-facing enhancements, including user guidance
- Support the future adoption of further SAP CX modules as Peak moves its service and customer service capability forward, including the potential migration away from and retirement of Zendesk

Collaboration & Governance

- Work closely with the Sales & Marketing BA, Data and IT colleagues
- Collaborate with CRM steerco team as required on change requests
- Ensure all work aligns with CRM, Emarsys, and CX roadmaps and data governance standards
- Own knowledge creation for the CRM applications: maintain accurate documentation, knowledge base articles and runbooks, and share knowledge with Level 12 colleagues
- Own problem records for the CRM applications,



identifying the root causes of recurring incidents and implementing permanent fixes that reduce routine workload
- Act as a CRM subject-matter expert supporting Peak's users globally: take ownership of assigned CRM change initiatives and play a key role in future SAP Sales Cloud rollouts to the US, LATAM, South Korea and Singapore, coordinating activities and managing issues with regional and HQ stakeholders

Preferred candidate profile

Experience

- Minimum of 3 years of hands-on experience with SAP Sales Cloud; candidates with SAP Sales Cloud v2 experience are strongly preferred
- Essential: hands-on experience of making configuration changes in a test environment and moving them to production through a controlled change or transport process
- Experience supporting integrations and workflow automation tools (Codeless BPA, Make.com, Zapier, Power Automate, etc.) and exposure to SAP Business One advantageous
- Experience of Emarsys Marketing and/or Zendesk is desirable but not essential

Technical Skills

- Good working knowledge of CRM data structures (accounts, contacts, addresses, activities, opportunities and quotes) and how they integrate with ERP systems
- Strong understanding of SAP Sales Cloud v2 configuration and administration: organisational structures, territories and routing rules, account and registered product data with their organisational assignments, approval processes and matrices, pricing determination, and user and identity set-up (SAP Cloud Identity Services)
- Understanding of marketing automation concepts (segments, campaign flows, email templates, suppression lists) desirable
- Familiarity with Zendesk Support configuration desirable
- SQL and data manipulation skills (for example Excel, load templates and data reconciliation) desirable
- Ability to diagnose integration problems, including reading CRM-related BPA ERP (SAP B1) integration logs and tracing errors between systems
- Experience of multi-country SAP Sales Cloud rollouts, other SAP CX modules (for example SAP Service Cloud) or migrating customer service platforms such as Zendesk desirable
- Knowledge of Adobe LiveCycle Designer for building and maintaining output forms desirable

Functional / Professional Skills

- Strong attention to detail, process discipline, and transparent documentation
- Ability to analyse patterns, reproduce issues, identify root causes, and communicate findings effectively
- Able to manage multiple priorities, balancing a busy ticket queue with problem resolution and improvement work

Soft Skills

- Customer-focused, patient and clear communicator, comfortable working with business users across countries and time zones
- Collaborative team player with strong interpersonal skills
- Proactive and eager to learn new systems
- Works independently, deciding when to resolve and when to escalate

📌 Applications Support Analyst CRM Apps (New Delhi)
🏢 Peak Scientific
📍 New Delhi