Job Category: Information TechnologyJob Description:The IT Application Engineer will be primarily responsible for the implementation, management, and optimization of Customer Relationship Management (CRM) systems, acting as the lead and subject matter expert (SME) in this domain. In addition, the role will support the delivery of other enterprise applications as assigned, ensuring successful implementation through strong project management, stakeholder coordination, and technical understanding of integrations and infrastructure. The role requires a professional capable of working across business and IT teams, ensuring that application solutions are effectively delivered, integrated, and aligned with organizational objectives.Responsibilities:CRM Leadership (Primary Focus)Lead end-to-end CRM implementation, enhancement, and support.Act as the primary owner and SME for CRM systems.Ensure CRM solutions align with business needs, customer journey, and operational strategy.Application Delivery (Secondary Focus)Manage and deliver other enterprise application projects as assigned.Ensure successful deployment, adoption, and performance of applications.Project Management & DeliveryTake a leading role in project planning, execution, tracking, and reporting.Work closely with the IT Project Delivery team to ensure alignment with governance and timelines.Manage vendors and system integrators to ensure quality delivery.Integration & Technical UnderstandingCoordinate system integrations between CRM and other platforms.Maintain strong awareness of integration architecture, APIs, middleware, and infrastructure dependencies.Business & Stakeholder EngagementGather and analyze business requirements.Translate requirements into functional and technical solutions.Testing & SupportLead UAT activities and ensure successful go-live.Provide post-go-live support and continuous improvement.Process Improvement & TrainingDrive process optimization initiatives enabled by CRM and other applications.Provide training and knowledge transfer to users.Compliance & GovernanceEnsure adherence to IT standards, cybersecurity policies, and operational procedures.Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field.10-15 years of experience in CRM systems, with proven hands-on implementation in large organizations (mandatory).Strong experience in leading CRM platforms.Demonstrated ability to manage and deliver application projects end-to-end.Strong project management skills with experience working in structured delivery environments.Good understanding of system integration concepts (APIs, middleware, data exchange).General awareness of IT infrastructure environments (hosting, networking, environments).Experience working with vendors and system integrators.Strong stakeholder management and communication skills.Ability to manage multiple initiatives simultaneously.Experience in airport or aviation domain is a plus.
