Technical Product Specialist

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

Required Competencies
B
usiness Competencies:
· Strong understanding of Sales, Marketing, and Customer Service workflows.
· Ability to translate business needs into configuration logic and system actions.
· Clear and structured communication with both technical and non- technical stakeholders.
Technical Competencies:
· Solid analytical and troubleshooting skills for mid- complexity incidents.
· Strong understanding of RBAC and application- level security principles.
· Working knowledge of API/webhook behavior and integration points.
· Advanced CRM administration (workflows, pipelines, roles, automation logic).
Behavioral Competencies
· Ability to collaborate effectively across countries.
· Proactive in identifying problems and proposing improvements.
· Detail- oriented, structured, and disciplined in execution.
Required Professional Qualification
Technical Domain:
· Workflow & Automation Logic
· Configuration Governance
· Data Quality & Validation Standards
· RBAC & Application Security
· API/Webhook Basic troubleshooting
· Change Execution & Test Documentation
· CRM Advanced Administration
Technical Stack:
· Monitoring: APM dashboards, quota & automation logs
· Integrations: Postman (API testing), webhook logs, iPaaS (Power Automate, Make/Zapier)
· Governance Tools: Jira Service Management (change workflow), Confluence (configuration & standards documentation)
· Identity: Entra ID (RBAC provisioning, audit logs)
· Documentation: Miro/Visio, SharePoint
· CRM: HubSpot / Salesforce (advanced admin)

Laptop, Chế độ bảo hiểm, Du Lịch, Chế độ thưởng, Chăm sóc sức khỏe, Đào tạo, Tăng lương, Nghỉ phép năm

Cập nhật gần nhất lúc: 2026-01-09 16:25:03