Senior Specialist IT

The IT Senior Specialist – IT Sales & Marketing Applications is responsible for the end-to-end ownership, governance, performance, and continuous improvement of IT applications and systems that support Sales and Marketing functions. These application and systems may include CRM platforms, marketing automation tools, lead management systems, customer data platforms (CDP), analytics dashboards, and sales enablement applications.

The role ensures alignment between business objectives and technology capabilities, drives system optimization, manages vendors, ensures data integrity, and delivers scalable digital solutions to support revenue growth and customer engagement strategies.

System Ownership and Governance

• Act as the primary owner of Sales & Marketing IT and Define system roadmap aligned with business strategy.
• Ensure system availability, performance, and reliability.
• Establish governance frameworks, policies, and standards.
• Manage system lifecycle (planning, implementation, upgrades, retirement).

Business Partnership

• Collaborate closely with Sales, Marketing, and Customer Success teams.
• Translate business requirements into technical solutions.
• Prioritize system enhancements based on business impact.
• Act as liaison between business stakeholders, BRM's and IT technical teams.
• Support requirement-gathering workshops along with the BRM's and solution design discussions.

Application Management

• Oversee configuration, customization, and integration of systems.
• Maintain documentation including workflows, data models, and SOPs.
• Monitor system KPIs and performance metrics.

Vendor Management

• Manage relationships with software vendors and implementation partners.
• Evaluate new tools and technologies for Sales & Marketing.
• Negotiate SLAs and ensure vendor compliance.
• Coordinate external IT and Product vendors during major upgrades or implementations.

Change Management

• Lead user adoption initiatives.
• Provide user support and resolve escalated issues.
• Drive continuous improvement and system enhancements.

Risk and Compliance

• Identify system risks and implement mitigation strategies.
• Ensure system audit readiness.
• Maintain proper access controls and security configurations.
• Support internal and external audits related to IT systems.

Architecture Alignment and governance

• Ensure compliance with enterprise architecture principles
• Participate in Architecture Review Board (ARB) discussions.
• Validate solution designs before major changes or integrations.
• Ensure adherence to approved technology stack.

Demand Management and BRM's Alignment

• Review business demands raised through BRMs.
• Assess feasibility, impact, and technical effort.
• Prioritize enhancements based on value and capacity.
• Provide effort estimation and timeline inputs.

Product Management

• Serve as the primary liaison between business stakeholders and IT teams.
• Facilitate workshops to gather, refine, and prioritize business requirements.
• Communicate product updates, risks, and roadmap progress to executive leadership.
• Create, prioritize, and maintain the product backlog.
• Translate business requirements into detailed user stories and acceptance criteria.
• Participate in sprint planning, reviews, and retrospectives.

Ensure timely and high-quality product releases

Technical Skills

• Strong knowledge of:
• CRM systems (e.g., Salesforce, Microsoft Dynamics Etc.)
• Marketing automation tools
• Business intelligence tools (Power BI, Tableau)
• Understanding of API integrations and middleware platforms.
• Familiarity with cloud-based SaaS applications.
• Knowledge of data governance and cybersecurity best practices.

Required Qualifications

• Bachelor's degree in IT, Computer Science, Information Systems, or related field.
• 10+ years of experience in IT application management or system ownership.
• 7+ years supporting Sales & Marketing applications.
• Experience managing enterprise-level CRM or marketing automation platforms.
• Certification in Product Owner / Product Management is preferred.