Sales Systems & CRM Functional Analyst

Job Description

Agilent is a global leader in laboratory and clinical technologies; we are passionate about bringing great science to life. Our commitment to quality and innovation supports cutting-edge life science research, patient diagnostics, and ensures the safety of water, food, and pharmaceuticals. As scientists and clinicians pursue small, everyday advances and life-changing discoveries, we provide trusted answers to their most critical questions and challenges. We can’t wait for you to join us as we continue our mission to improve the world around us. Information about Agilent is available at www.agilent.com.

We are looking for a Sales Systems & CRM Functional Analyst to be the strategic bridge between our high-energy business teams and our technical IT engine. You won’t just be maintaining systems; you’ll be advancing of our commercial technology ecosystem—optimizing platforms like Salesforce Lightning and SAP Service Cloud to ensure our teams have the best tools on the planet.

Key Responsibilities

• Business Analysis & Strategy: Translate stakeholder needs into functional specifications and user stories; identify and implement process improvements across the sales and service lifecycle.
• CRM & Omnichannel Ecosystem: Drive enhancements and operational excellence for Salesforce and SAP Service Cloud, focusing on sales workflows, reporting, and multi-channel engagement.
• Tier 3 Advanced Support: Serve as the final escalation point for complex system issues; perform cross-platform root-cause analysis and partner with IT to deploy long-term technical fixes.
• Release Management & Testing: Lead system enhancements from conception to rollout, including managing User Acceptance Testing (UAT) and validating global release readiness.
• AI & Future-Proofing: Identify and implement AI-driven automation and smart workflows to modernize our commercial platforms.

Ideal Candidate Profile & Preferred Skills
We are looking for a strategic thinker who excels in complex tech environments. Our ideal candidate brings:

• Platform Expertise: Familiarity with Omnichannel environments (Chat/Telephony) and a deep understanding of how CRM, service platforms, and enterprise data integrate.
• Innovation Mindset: Exposure to AI-enabled tools, workflow automation, and a proactive curiosity for emerging digital transformation trends.
• Analytical Depth: A "systems thinking" approach to business process analysis and Tier 3 troubleshooting.
• Collaborative Power: Exceptional communication skills with the ability to bridge the gap between technical IT teams and business stakeholders.
  

Qualifications

Qualifications & Experience

• Professional Foundation:3–5 years of experience in functional analysis or high-level support for enterprise business systems.
• Language skills: Fluent proficiency in English and excellent communication skills.
• Requirements Management: Expert in gathering, documenting, and translating business needs into clear technical specifications.
• Collaborative Leadership: Proven track record of partnering with IT development teams to implement scalable system enhancements.
• Tier 3 Expertise: Experience serving as a final point of escalation for complex functional issues and cross-platform analysis.
• Global Perspective: Ability to operate effectively within complex technological environments supporting diverse, international sales or service organizations.

We Offer:

• Competitive compensation and benefits package (yearly company bonus, pension scheme, home office furniture, medical & life insurance…)

• Exciting and inspiring projects in a dynamic collaborative team

• A working environment with a multitude of possibilities for professional training and career development in an international company

• Work-Life-Balance is encouraged

• Training on the job in a motivated, dynamic team

• Permanent contract in a fast-growing global company

Additional Details

Travel Required:

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