Product Support and L1 Product Owner: CRM Applications

About this role:

Wells Fargo is seeking a

a Hybrid Product Support Consultant and L1 Product Owner (Individual Contributor) supporting CRM applications including Salesforce and Microsoft Dynamics 365.

The role is responsible for ensuring operational stability of CRM platforms, managing support activities, partnering with technology and business stakeholders, driving adoption of new capabilities, and supporting execution of the product roadmap. The individual will independently manage product support activities, facilitate requirements gathering, coordinate testing efforts, monitor application performance, and participate in delivery initiatives that enhance user experience and business outcomes.

The candidate will be expected to actively participate in global team discussions, process improvement initiatives, product enhancement programs, and contribute innovative ideas including the use of AI-enabled solutions.

In this role, you will:

• Provide functional support and user enablement for CRM platforms including Salesforce and Microsoft Dynamics 365.
• Act as the first point of contact for business users, resolving application issues and coordinating with technology teams for timely resolution.
• Support product roadmap execution through requirements gathering, user story documentation, testing coordination, and release validation.
• Maintain and report key operational metrics, SLA adherence, risks, issues, delivery timelines, and support performance trends.
• Partner with business and technology stakeholders to identify process improvements, automation opportunities, and application enhancements.
• Support implementation of new CRM capabilities and ensure successful user adoption.
• Leverage AI-assisted tools to improve operational efficiency, knowledge management, documentation, analysis, and decision-making.

Functional and Technical Skills

• Perform user provisioning, access management, and security administration activities across CRM platforms.
• Working knowledge of Microsoft Power Apps and related Power Platform capabilities to support business processes, troubleshoot issues, and assist with solution enhancements.
• Demonstrate flexibility to support testing activities, including UAT, smoke testing, regression testing, defect validation, and release certification as required by business priorities.
• Troubleshoot application issues and support incident, problem, and change management processes.
• Understand business requirements and translate them into functional specifications, user stories, and acceptance criteria.
• Coordinate User Acceptance Testing (UAT), smoke testing, regression testing, and release validation activities.
• Create and maintain support documentation, knowledge articles, training materials, and operational procedures.
• Develop reports and dashboards using Salesforce, Microsoft Dynamics 365, and related reporting platforms.
• Monitor support trends and recommend process improvements to enhance user experience and operational efficiency.
• Work with workflow and collaboration platforms such as JIRA, ServiceNow, SharePoint, and Confluence.
• Utilize AI platforms such as Microsoft Copilot and enterprise-approved AI solutions to summarize information, analyze data, generate documentation, and improve productivity with appropriate human oversight.
• Apply critical thinking to validate AI-generated outputs and ensure quality and accuracy of business decisions.

Executive Communication

• Develop clear and concise communications for business users and stakeholders.
• Create support updates, training content, operational reports, and executive-ready status summaries.
• Present findings, recommendations, and insights to stakeholders including AI-assisted analysis where appropriate.
• Promote responsible and effective usage of AI capabilities within day-to-day operational activities.

Change Mindset and Collaboration

• Collaborate effectively across global business and technology teams.
• Participate in process improvement and transformation initiatives.
• Support adoption of new technologies, automation opportunities, and AI-enabled solutions.
• Demonstrate continuous learning and adaptability to evolving CRM technologies and business needs.
• Contribute to knowledge sharing and team capability development.

Risk & Control Mindset

• Adhere to Wells Fargo operational risk, compliance, and information security standards.
• Ensure appropriate governance and controls are maintained for application access and user administration activities.
• Support audit, regulatory, and compliance reviews as needed.
• Ensure responsible AI usage including data privacy, information security, ethical considerations, and compliance requirements.
• Identify and escalate operational risks, control gaps, and process weaknesses.

Required Qualifications:

• 2+ years of Business Execution, Implementation, or Strategic Planning experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Bachelor's degree or equivalent practical experience.
• 2+ years of experience supporting enterprise CRM applications such as Salesforce and/or Microsoft Dynamics 365.
• Experience in application support, creating reports, dashboards, and metrics within Salesforce and/or Microsoft Dynamics 365.
• Experience with Microsoft Power Platform, including Power Apps, with the ability to understand application configurations, forms, business processes, and integrations supporting CRM solutions.
• Understanding of support processes including incident, problem, and change management.
• Exposure to UAT, smoke testing, regression testing, and release management activities.
• Knowledge of workflow and ticketing tools such as JIRA and ServiceNow.
• Experience with SharePoint, Confluence, and Microsoft Office applications.
• Strong analytical and problem-solving skills with keen attention to detail.
• Understanding of Investment Banking, Commercial Banking, or Financial Services workflows.
• Ability to leverage AI platforms (e.g., Microsoft Copilot, GitHub Copilot, Tachyon, Agentspace) for summarization, documentation, analysis, and productivity improvements while maintaining human oversight.
• Ability to interpret and validate AI-generated outputs and make informed business decisions.
• Understanding of responsible AI usage, data privacy, compliance, and ethical considerations.
• Adaptability and commitment to continuous learning including emerging AI technologies.

Desired Qualifications:

• Experience supporting both Salesforce and Microsoft Dynamics 365 environments.
• Experience with process automation and workflow optimization initiatives.
• Familiarity with Tableau, Power BI, QlikView, or similar reporting platforms.
• Experience working in Agile delivery environments.
• Prior exposure to Product Owner, Business Analyst, or Product Support responsibilities.
• Strong stakeholder management and customer service orientation.

Hybrid Working Model

• 3 out of 5 days working from office

Shift Timings

• 6:30 AM – 3:30 PM IST
• 1:30 PM – 10:30 PM IST

Shift allocation will be based on business requirements. Flexibility is expected to support global stakeholders, production incidents, release activities, and critical business priorities.

Please Note

Flexibility is expected for:

• Occasional weekend support during production releases and critical incidents.
• Collaboration with global teams across multiple time zones.
• Extended support during major deployments, testing cycles, and high-priority business events.

Posting End Date: 

12 Aug 2026

*Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit’s risk appetite and all risk and compliance program requirements.

Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

 

Wells Fargo maintains a drug free workplace.  Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.