ServiceNow GTM Technical Functional Support Analyst L2(CRM)

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RE:::ServiceNow GTM Technical Functional Support Analyst L2(CRM) Location::Dallas, TX

Job Summary:

The ServiceNow GTM Technical Functional Support Analyst L2 CRM Integration is responsible for ensuring reliable, accurate, and scalable data synchronization between enterprise CRM systems (Microsoft Dynamics CRM or Salesforce) and the ServiceNow platform. As an L2 subject matter expert, this role focuses on resolving complex integration issues, minimizing GTM (Sales, Marketing, Customer Service) disruptions, and maintaining alignment across multiple connected systems using middleware such as Boomi or Microservices-based integrations.

Key Responsibilities:

• L2 Technical Support & Integration Triage

Serve as the L2 escalation point for CRM-ServiceNow integration incidents involving data sync failures, workflow breakdowns, and API/middleware errors.

Troubleshoot complex integration points using Boomi, MuleSoft, or Microservices infrastructure.

Perform RCA for recurring issues and recommend durable technology or process fixes.

Own ticket lifecycle within ServiceNow, ensuring SLA compliance and clear communication.

• CRM & ServiceNow Functional Expertise

Utilize strong knowledge of CRM data models (Accounts, Leads, Opportunities, Contacts) and GTM processes.

Diagnose functional gaps or data discrepancies impacting sales and customer operations.

Perform light configuration and data correction in ServiceNow (BRs, Flow Designer, data transforms).

Validate that CRM-initiated updates are correctly reflected in ServiceNow and vice versa.

• Collaboration & Knowledge Management

Document L2 troubleshooting procedures, integrations logic, and reusable fixes.

Collaborate with L3 Integration Engineers, CRM Admins, and GTM teams to drive systemic improvements.

Participate in UAT cycles for platform upgrades, CRM releases, and integration enhancements.

Required Qualifications:

Education & Experience

Bachelor s degree in IT, Computer Science, or similar field.

7+ years in enterprise application support or technical operations roles.

5+ years hands-on technical support experience with the ServiceNow platform.

Direct experience supporting Microsoft Dynamics CRM or Salesforce.

Technical Skills:

Hands-on troubleshooting of enterprise integrations using Boomi, MuleSoft, or Microservices.

Strong functional understanding of CRM objects and GTM workflows.

ServiceNow configuration skills, including IntegrationHub, Scripted REST APIs, and data mappings.

Proficient in reading/interpreting REST/SOAP payloads (XML/JSON).

Familiar with ITIL processes.

Professional Attributes

Exceptional analytical and cross-system troubleshooting skills.

Strong communication and stakeholder management abilities.

Ability to manage multiple high-priority incidents simultaneously.

Preferred Qualifications

ServiceNow CSA certification.

Boomi/MuleSoft certification.

Microsoft Dynamics 365 or Salesforce Admin certification.

Experience with ITOM monitoring for integration health.