IT Support & CRM Application Engineer

Skill Development Network (SDN) is looking for an experienced Senior IT Support & CRM Application Engineer to independently manage internal IT support and take end-to-end ownership of the organization's CRM application and related modules.

This is a hands-on individual-contributor role reporting directly to the CHRO. The successful candidate will serve as the primary technology partner for internal teams, ensuring seamless IT operations, reliable CRM performance, strong data governance, and continuous improvement of business processes through technology and automation.

The role requires a combination of technical expertise, business understanding, stakeholder management, and strong execution capabilities.

Key Responsibilities

IT Support and Operations

• Manage day-to-day IT support for devices, operating systems, business applications, email, VPN, connectivity, and collaboration tools.
• Manage employee IT requirements across onboarding, transfers, role changes, and exits, including device setup and access provisioning/deprovisioning.
• Administer Microsoft 365, Google Workspace, identity platforms, endpoint security, and other internal applications, as applicable.
• Maintain IT asset, software license, warranty, and vendor records and coordinate procurement, repairs, replacements, and disposal.
• Monitor IT security, device health, patching, backups, and support SLAs while maintaining relevant IT policies and documentation.

CRM Application Ownership

• Own and administer SDN's CRM and related modules, including configuration, workflows, user access, dashboards, reporting, data quality, and application performance.
• Gather business requirements, implement enhancements, coordinate with vendors/developers, and ensure effective testing, documentation, and user adoption.

Integration & Automation

• Manage CRM integrations with internal and third-party applications using APIs, webhooks, data imports/exports, and other integration tools.
• Identify manual processes and implement automation solutions to improve efficiency, accuracy, and scalability.

Business Process Improvement

• Partner with business teams to understand requirements, identify process gaps, and translate them into practical technology solutions.
• Drive digitisation, process optimisation, and continuous improvement to enhance operational efficiency and user experience.

Data Management & Governance

• Ensure accuracy, integrity, security, and consistency of CRM and organisational data through appropriate standards, validation, and access controls.
• Support data cleansing, migration, deduplication, reporting, and compliance with applicable data-protection requirements.

User Support, Training & Change Management

• Provide timely support for IT and CRM-related issues and develop user guides, FAQs, and troubleshooting documentation.
• Conduct system training and onboarding and support adoption of new applications, CRM features, and technology-enabled processes.

IT Security & Risk Management

• Maintain appropriate security controls covering user access, MFA, endpoint security, patching, backups, and business applications.
• Conduct periodic access and security reviews, identify technology risks, and coordinate appropriate corrective actions.

Vendor & Technology Partner Management

• Manage relationships with CRM, IT, software, and hardware vendors, including support tickets, SLAs, licences, renewals, and issue resolution.
• Evaluate technology solutions and vendor proposals based on business requirements, security, scalability, and cost-effectiveness.

Preferred Experience

• Experience with Zoho CRM / Zoho One / Salesforce / Microsoft Dynamics / HubSpot or similar CRM platforms.
• Experience with Microsoft 365 and/or Google Workspace administration.
• Experience with IT service-management/helpdesk platforms.
• Experience with low-code/no-code automation platforms.
• Working knowledge of APIs, JSON, webhooks, SQL, data integration, and system architecture.
• Experience managing CRM implementations, migrations, upgrades, or major enhancements.
• Exposure to cybersecurity, data privacy, access management, and compliance frameworks.
• Experience working in the education, skilling, workforce development, nonprofit, social-impact, or development sector would be an advantage.