Senior CRM Analyst (Salesforce & Dynamics 365)

Who We Are

At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive.

The Role

Your Role:

As a Senior CRM Analyst (Salesforce & Dynamics 365), you will provide functional and application support for CRM and Marketing Automation platforms, helping business users maximize their effectiveness across sales, customer engagement, and marketing activities. You will troubleshoot issues, support integrations, deliver user training, maintain documentation, and collaborate with technical and business stakeholders to ensure platform stability, data quality, and an excellent user experience.

What Will You Do:

• Provide day-to-day support for CRM platforms including Microsoft Dynamics 365 Sales, Salesforce Sales Cloud, and SugarCRM.
• Support Marketing Automation platforms including Microsoft Dynamics 365 Customer Insights, Salesforce Marketing Cloud, and SugarMarket.
• Troubleshoot application, data, integration, campaign, and user-access issues while ensuring business continuity and timely resolution.
• Support CRM and Marketing Automation integrations to ensure accurate, reliable, and secure data flow between platforms.
• Deliver end-user support through email, Microsoft Teams, meetings, and established service management channels.
• Provide user training, system guidance, and best-practice recommendations to improve platform adoption and effectiveness.
• Perform testing, validation, and quality assurance activities for fixes, enhancements, configurations, and email campaign deployments.
• Develop support documentation, knowledge articles, user guides, and process improvements while collaborating with stakeholders to enhance overall user experience.

Your Future at Kyndryl
The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate, but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Technical and Professional Experience:

• 3–5 years of experience supporting CRM, Marketing Automation, or customer engagement platforms, with experience in Salesforce and/or Microsoft technologies.
• Working knowledge of CRM and Marketing Automation platforms including Microsoft Dynamics 365 Sales, Dynamics 365 Customer Insights, Salesforce Sales Cloud, Salesforce Marketing Cloud, SugarCRM, and SugarMarket.
• Experience supporting end users, delivering training, troubleshooting issues, and providing guidance on CRM and Marketing Automation business processes and functionality.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to investigate issues and recommend practical solutions.
• Experience supporting data integrations between CRM and Marketing Automation platforms and ensuring data accuracy and integrity.
• Understanding of software testing, quality assurance, validation processes, and production support activities.
• Excellent communication, stakeholder management, documentation, and collaboration skills with the ability to support both technical and non-technical users.
• Ability to manage multiple priorities in a fast-paced environment while contributing to process improvements and enhanced support operations.

Preferred Professional and Technical Expertise:

• Experience working with AMPscript, email personalization, dynamic content creation, and marketing campaign execution.
• Experience with service management and ticketing platforms such as Jira, ServiceNow, or equivalent ITSM solutions.
• Experience supporting reports, dashboards, analytics, and performance reporting within CRM or Marketing Automation platforms.
• Experience implementing process improvements, user adoption initiatives, and support optimization programs.
• Certifications in Microsoft Dynamics 365, Salesforce Sales Cloud, Salesforce Marketing Cloud, SugarCRM, SugarMarket, or related CRM and Marketing Automation technologies are preferred.

Being You

The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgrounds, and experiences. Even if you don’t meet every requirement, we encourage you to apply. We believe in growth, and we’re excited to see what you can bring. At Kyndryl, employee feedback has told us that our number one driver of employee engagement is belonging. That sense of belonging — being a valued, respected, trusted member of the team — is fundamental to our culture and fueling great experiences for our customers. This dedication to welcoming everyone into our company means that Kyndryl gives you the ability to thrive and contribute to our culture of empathy and shared success. That’s The Kyndryl Way.

What You Can Expect

Your career with us isn’t just a job—it’s an adventure with purpose. We offer a dynamic, hybrid-friendly culture that supports your well-being and empowers you to grow. Our Be Well programs are thoughtfully designed to support your financial, mental, physical, and social health—because we know that when you feel your best, you do your best.

From your very first day, you’ll dive into impactful work that powers the systems our customers rely on every day. You won’t just contribute—you’ll make a difference, tackling meaningful projects that sharpen your skills and fuel your growth.

We’re here to champion your journey. With powerful tools to chart your career path, personalized development goals aligned with your ambitions, and continuous feedback to keep you inspired and on track, you’ll have everything you need to thrive and evolve. You’ll develop in-demand skills to grow your career and achieve your ambitions with access to cutting-edge learning opportunities—from certifications with Microsoft, Google, and Amazon to coaching and hands-on experiences. And through it all, you’ll be part of a culture that values empathy, restless learning, and a devotion to shared success.

We want you to thrive here—and we’re committed to helping you do just that. Ready to make an impact? Join us and help shape what’s next.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.

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Drive progress with purpose

At Kyndryl, we achieve progress the world depends on, with purpose. Beginning with the purpose that matters to you. Because here, you will be part of a culture designed with purpose. One that is restless, empathetic and devoted. Where we are committed to sustainable progress for our customers and supporting the communities where we work and live. All of you is what we want. And what we need. Join us, and together, we can advance the vital systems that power human progress.