CRM Administrator

**Description**

***
- ITSM / CRM AdministratorDo you crave the creativity and freedom of a startup but the stability of a large, established company? Are you seeking the autonomy to take risks, make decisions and drive business success? Do you want to accelerate your career to the next level?- Ingram Micro Cloud, a business unit of Ingram Micro, powers the world’s largest cloud marketplace, and is committed to helping our partners accelerate their digital business success by leveraging our hyperscale platform technology, infinite ecosystem of cloud solutions from the biggest innovators in the tech industry, and go-to-market support and resources to increase adoption and growth. With proven proficiency in SaaS, IaaS, IoT, security, and XaaS technologies, we invite visionaries to join our team and make an impact on this fast-growing industry.This role will be a part of a centralized Customer Support Governance team who will design, develop and implement the supporting functions within Customer Support. The ITSM / CRM Administrator will be responsible for directing, planning, organizing, and coordinating all aspects of the Support ticketing system within the Customer Support department.- This role will be responsible for partnering with each regional Support delivery team, to understand their needs, develop and implement system changes along with tracking change progress.**Primary**
**Responsibilities**
- Responsible for supporting the day-to-day operations and upkeep of the ITSM / CRM instance
- Experience with Freshworks
- Ability to communicate technical concepts in a non-technical way
- Instance configuration & management - spin up / spin down, ticket routing, notifications, macro responses, agent groups and user organization management
- Administer ITSM / CRM to optimize the effectiveness of team usage.
- Manage a queue of operational requests prioritizing against evolving business priorities
- Troubleshoot and resolve any software performance issues Identify operational weaknesses and help improve or innovate new processes.
- Support and maintain the system integrations with our other business systems
- Managing new feature deployments, internal testing and rollout of changes across all teams
- Maintain ITSM / CRM contact data records for the organization, overseeing data cleansing and update initiatives and looking for continuous improvement to increase the functionality and accuracy of the data held within it to meet the business requirements, linking closely with the membership team.
- Maintain integrations with 3rd party solutions
- Create and maintain technical documentations on ITSM / CRM instance

**Experience**
- Strong understanding of core ITSM / CRM functionality, Groups, User Roles, Ticket forms, Triggers, Automations, SLAs etc.
- Experience with Freshworks product suite an asset
- Ability to effectively communicate technical information to non-technical users, and translate feedback from non-technical users into actionable configuration items
- Ability to prioritize user requests effectively and manage user expectations
- Ability to balance attention to detail with expeditious execution in a fast-paced environment Working
- Passion for driving exceptional customer experience
- 4+ years of experience as ITSM / CRM Administration.
- BA/BS Degree or equivalent experience an asset.
- Excellent analytical, interpersonal and communication skills, with a demonstrable bias toward action.
- Strategic thinker with the ability to create and convey a holistic view of all things ITSM / CRM to Ingram Leadership
- Ability to work through ambiguity and thrive in a rapidly changing business environment.

Ingram Micro’s mission is to help businesses to fully realize the promise of technology. Touching 80% of the technology used every day around the world, no other company delivers the full spectrum and scale of global technology to businesses around the world. With almost $50 billion annual revenue in 50+ countries and 32,000+ associates worldwide, Ingram Micro’s global infrastructure and deep expertise in platform technology, cloud, and mobility enable our customers to operate efficiently and successfully in the digital economy