CRM/CLM Application Support

Company Description

Inetum is a global leader in IT services, dedicated to delivering innovative solutions to our clients. We are committed to fostering a dynamic and inclusive work environment that values diversity, where creativity and collaboration can thrive. We are present in 19 countries and have more than 28,000 employees worldwide.

If you are looking for a dynamic, innovative, and technology-driven company, Inetum is the place for you! Come be part of Inetum!

Job Description

We are looking for a CRM/CLM Application Support Engineer to ensure the operational stability, reliability, and performance of the CRM/CLM platform and its ecosystem.

This is a RUN-focused role, centered on incident management, technical and functional analysis, service continuity, and user support within an international environment.

You will collaborate closely with Business, Development, Infrastructure, and Data teams to maintain smooth operations and drive continuous improvement.

Key Responsibilities

RUN Operations & Application Support (Core Mission)

• Provide Level 2 support for CRM/CLM applications and related components
• Perform daily monitoring, operational checks, and validation of data flows
• Analyze, qualify, and resolve incidents impacting the platform
• Coordinate escalation to Level 3 or vendors when required
• Execute and validate deployments, configuration changes, and releases
• Ensure platform stability and availability following ITIL practices (Incident, Problem, Change)

Analysis & Troubleshooting

• Perform root cause analysis (RCA) for recurring issues
• Investigate functional and technical incidents raised by business teams
• Analyze integrations and interfaces (APIs, files, workflows, data sync, schedulers)
• Troubleshoot distributed systems using logs and monitoring tools

Continuous Improvement & Industrialization

• Maintain and improve operational documentation (runbooks, SOPs, guides)
• Identify system weaknesses and propose improvements
• Enhance monitoring, alerting, and operational processes
• Contribute to automation initiatives to reduce manual effort

Coordination & Communication

• Act as a key liaison between Business, Project, and RUN teams
• Communicate clearly on incidents, impacts, and resolutions
• Support knowledge sharing and documentation across team

Qualifications

• 2–5 years of experience in application support or production environments (RUN/MCO)
• Proven experience supporting business-critical applications in production
• Experience in banking or financial services environments is a strong advantage

• Solid understanding of web applications, APIs, and distributed systems

• Good knowledge of relational databases, particularly MS SQL Server
• Strong ability to analyze logs, investigate incidents, and perform structured troubleshooting
• Familiarity with CI/CD tools such as Jenkins and GitLab
• Good understanding of ITIL processes (Incident, Problem, Change Management)
• Experience working with Windows and/or Unix/Linux environments
• Basic scripting skills (PowerShell, Shell; Python is a plus)

Nice to have:

• Experience with .NET / C# development
• Knowledge of Microsoft Dynamics 365
• Familiarity with monitoring tools (Dynatrace, Splunk, SolarWinds, etc.)

Functional Skills

• Understanding of CRM/CLM processes, workflows, and data models (or strong willingness to learn)
• Ability to translate business issues into structured technical analysis and investigations

Additional Information