Key Purpose of the Job:
The Technical Product Specialist acts as the expert link between daily operations and platform governance, working closely with users, Country IT teams, and the Technical Product Lead to provide specialized technical support and platform governance for CRM and business applications across multiple countries. This role ensures stable operations, accurate configurations, secure access, high-quality support, and controlled change implementation following defined standards.
Job description:
1. Service Support
1.1. Incident Management
· Troubleshoot and resolve incidents requiring Specialist-level knowledge such as workflow failures, automation errors, permission misalignments, pipeline discrepancies, and data-sync issues.
· Perform structured root-cause analysis (RCA), validate findings, and implement corrective actions.
· Prepare and deliver complete incident evidence and impact analysis for Tier 3 escalation.
· Support Country IT and user communication to ensure proper incident awareness and guidance.
1.2. Request Fulfillment
· Execute approved configuration updates (fields, objects, workflows, templates, dashboards).
· Manage user roles and permissions following RBAC standards and approval workflows.
· Perform data corrections (duplicate merging, standardization, invalid records cleanup).
· Provide advisory and training to end-users on new features, processes, and best practices.
1.3. Problems Management
· Track recurring issues and perform initial analysis to identify patterns.
· Provide input and evidence for deeper root-cause investigations led by Tier 3/Lead.
· Execute corrective actions and improvements as defined by the Technical Product Lead.
· Maintain the problem register and ensure proper closure of assigned problem records.
2. Service Delivery
2.1. Configuration & Asset Management
· Maintain accurate system configuration aligned with organizational standards.
· Update and document configuration items (CI): workflows, automation logic, user roles, integration endpoints.
· Perform regular workflow/automation health checks, quota monitoring, and data validation scans.
· Ensure all configuration changes follow naming conventions, field governance, and approved templates
2.2. Change Management
· Prepare change documentation: impact assessment, UAT evidence, and rollback considerations.
· Execute configuration changes approved by the Technical Product Lead or CAB.
· Conduct UAT and regression testing, ensuring test results meet audit expectations.
· Contribute to release notes and support post-release verification.
3. IT Security Management
· Enforce RBAC policies by ensuring correct access provisioning, role alignment, and segregation-of-duties (SoD) adherence.
· Support regular access reviews and identify access anomalies or policy violations.
· Ensure that all access-related actions and configuration updates are fully logged and traceable for audits.
· Support implementation of platform-level security controls and compliance tasks.
4. Knowledge Management:
· Maintain and update operational SOPs, configuration documents, and user-facing guides.
· Create troubleshooting documentation and contribute to the Known Issues repository.
· Share insights and operational learnings to drive platform improvement and training materials.
· Propose enhancements to workflows, automation logic, or processes based on operational experience.
