Role Summary:

Note: CPQ is good to have. Not Mandatory.

We are seeking a Functional Application Support Analyst to support business-critical applications covering CPQ (Configure, Price, Quote), Order Management, and Sales systems. The role will focus on L1/L2 functional support, issue resolution, user assistance, and collaboration with IT and business stakeholders. The candidate must be comfortable working in rotational shifts to support global users.

Key Responsibilities

Application Support

Provide functional L2 support for CPQ, Order Management, and Sales applications
Act as the first point of contact for business users, sales teams, and operations
Diagnose and resolve functional issues, data-related problems, and user errors
Manage incidents, service requests, and minor enhancements through ticketing systems (e.g., ServiceNow, Jira)

CPQ & Order-to-Cash Support

Support end-to-end quote-to-order (Q2O) and order-to-cash (O2C) processes
Troubleshoot issues related to:
Product configuration and pricing rules
Discount approvals
Quote generation and conversion
Order creation, amendments, cancellations, and billing handoffs
Ensure accuracy of pricing, product bundles, discounts, and contracts

Sales Application Support

Provide functional support for Sales systems (CRM, sales portals, integrations)
Assist sales users with:
Opportunity management
Quote validation
Order visibility and tracking
Support data consistency across Sales, CPQ, Order Management, and downstream systems

Operations & Collaboration

Work closely with IT development teams, integration teams, and business stakeholders
Perform root cause analysis and contribute to permanent fixes
Validate fixes and enhancements through functional testing
Create and maintain support documentation, SOPs, and knowledge base articles

Shift & SLA Management

Work in rotational shifts (including nights/weekends, if required) to support global operations
Adhere to defined SLAs, OLAs, and support processes
Participate in on-call support as needed

Required Skills & Qualifications

Functional & Domain Skills

Strong understanding of CPQ, Order Management, and Sales processes
Hands-on experience supporting Quote-to-Order (Q2O) and Order-to-Cash (O2C) flows
Ability to translate business issues into functional problem statements

Application Skills (any or multiple)

Experience with CPQ platforms such as:
Salesforce CPQ
Oracle CPQ
SAP CPQ
Other enterprise CPQ tools
Experience with CRM / Sales systems (Salesforce, SAP Sales Cloud, Dynamics, etc.)
Exposure to order management or ERP systems (SAP, Oracle, NetSuite, etc.) is a plus

Support & Tools

Experience working with ITSM tools (ServiceNow, Jira, Remedy, etc.)
Familiarity with incident, problem, and change management processes
Basic understanding of integrations and data flows between systems

Soft Skills

Strong analytical and problem-solving skills
Excellent communication skills (verbal and written)
Ability to work under pressure during high-volume or critical business periods
Customer-focused mindset with attention to detail
Willingness and flexibility to work rotational shifts
Base location is Bangalore

Experience & Education

2–4 years of experience in functional application support or business systems support
Bachelor’s degree in Engineering, Computer Science, Information Systems, or equivalent
ITIL or application-specific certifications are a plus

Tenarai - LATAM

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Technical Support Specialist