Senior Analyst - CRM Product Support Specialist

Customer Relationship Management (CRM) Product Support Specialist

At RTX, the world largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world's most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world.

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

The Customer Service Digital Products team is seeking a Customer Relationship Management (CRM) Product Support Specialist to support the day-to-day operation and continuous improvement of the Dynamics 365 CRM platform.

CRM is the central platform used to manage customer, account, and stakeholder information across the organization. It supports end-to-end business processes by improving data visibility, streamlining workflows, enabling reporting, and helping teams make informed decisions through accurate, centralized customer information.

What You Will Do:

• Act as the first line of support for CRM-related user inquiries, providing guidance on system functionality, processes, and best practices
• Troubleshoot and resolve day-to-day issues raised by users across the enterprise
• Support the CRM Product Manager and Product Owner in day-to-day product operations and backlog-related activities
• Support minor configuration updates, data fixes, or administrative tasks where applicable
• Help maintain documentation for known issues, workarounds, and system functionality

Expectations of the Role:

• Success in this role will be measured through:
• Timely and effective resolution of CRM incidents and user requests
• Reduction in recurring issues through proactive identification and escalation

Qualifications You Must Have:

• Bachelor's degree in information systems, Business, Engineering, Data Management, or related field with 2-5 years of experience in application/software support, CRM support, or similar operational roles
• Strong troubleshooting and problem-solving skills for system and user-related issues
• Strong communication skills, with the ability to explain system functionality to non-technical users

Qualifications We Prefer:

• Experience working with Microsoft Dynamics 365 CRM or similar platforms
• Experience supporting product teams or working in a product-driven environment
• Basic understanding of data structures, system configurations, or CRM administration
• Experience creating and maintaining detailed documentation

Shifts/Work Hours:

• Shift Timings - 12.30PM to 9.30 PM IST

This role requires flexibility to accommodate stakeholder interactions and support business needs.

Onsite: Hybrid

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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