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
