Technical Analyst

PFH Technology Group

. Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments .

Posted 9/15/2026full-timeIrelandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in CRM and ITSM system support, including incident management, system design, and user acceptance testing. Strong analytical and problem-solving skills are essential for ensuring data integrity and enhancing user experiences.

Highest-signal resume keywords

CRM System SupportIncident ManagementSystem DesignUser Acceptance Testing (UAT)Data Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process Flow DevelopmentSystem DesignWireframingMock-Up CreationData AnalysisTroubleshootingAccess Control ManagementUser SupportTechnical DocumentationContinuous Improvement

Soft Skills

Problem-SolvingAnalytical SkillsTeam CollaborationCustomer FocusProject Management

Tools & Technologies

CRM PlatformsITSM SystemsSelf-Service Portals

Certifications & Qualifications

Third Level Qualification in Computer ScienceInformation SystemsSoftware DevelopmentDigital Technologies

Industry Keywords

Customer SupportService DeskData IntegrityUser ExperienceStakeholder Communication

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Provide day-to-day technical support for the CRM / ITSM system and end user self-service portal environments
Manage and escalate incidents and service requests with a third-party vendor
Investigate and troubleshoot system issues, providing resolution or coordinating fixes with the vendor
Coordinate and manage access requests in line with access control policies
Analyse and translate business requirements into CRM system designs and solutions, including workflows, data structures, fields, values and system functionality
Develop process flows, system designs and mock-ups to illustrate proposed workflows, user interactions and screen layouts
Lead and participate in UAT for system changes and enhancements; devise test scripts and document outcomes
Participate in system updates and new implementations
Communicate with internal stakeholders regarding system updates, known issues and testing activities
Ensure data integrity and quality within the CRM system
Respond to common system and user support queries
Develop and maintain user support materials, including Knowledge Base Articles and internal documentation
Attend meetings with internal teams and external vendors related to CRM/portal performance and improvements
Support continuous improvement of the CRM and portal experience
Provide other support tasks as deemed appropriate by SAP Centre of Excellence management

Requirements

What you’ll need

Third level qualification in Computer Science, Information Systems, Software development or Digital technologies
Minimum of 3 or more years supporting CRM / ITSM or similar platforms from a technical perspective
Experience developing process flows, system designs, wireframes or mock-ups to demonstrate proposed system functionality and user journeys
Excellent problem-solving and analytical skills
Experience in a strong customer focus orientated environment
Experience in the analysis of data, identifying trends and root causes
Team player with a focus on continuous improvement
Ability to work collaboratively across technical and non-technical teams
Ability to manage multiple projects and priorities
Full Driving License with own transport
Preferred experience working in Customer Support or Service Desk environments
Flexibility in working hours to meet the needs of the service

Benefits

Comp & perks

Remote/Hybrid working arrangement
Full benefits of employment
Reasonable accommodation during the recruitment process and for essential job functions
Access to accommodation for individuals with disabilities or access needs