Senior Product Support Analyst

About Us

Zycus, recognized by leading analyst firms in procurement technology, empowers teams to unlock deep value through its comprehensive Source-to-Pay (S2P) solutions. At the heart of our S2P solution is the Merlin Agentic Platform, which orchestrates intelligent AI agents to deliver simplified, efficient, and compliant processes.

The Merlin Intake Agent offers business users unparalleled ease of use, increasing adoption rates and significantly reducing non-compliant spending. For procurement teams, the Merlin Autonomous Negotiation Agent handles tail spend autonomously, securing additional savings; the Merlin Contract Agent helps draft compliant contracts and reduces risks by actively monitoring them; and the Merlin AP Agent further enhances efficiency by automating invoice processing with exceptional speed and accuracy.We Are An Equal Opportunity Employer:

Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.

Job Description

Zycus is looking to hire BE graduates specializing in supply chain and operations to work as Senior Product Support Analyst (Source to Pay). The Analyst will work as part of a Project / Technical Account Management team to deliver analytical, solution-oriented services to Fortune 500 clients.

In this role, you will be part of a Global Team and work with our global customers in implementing our AI-driven procurement solution.

As a Senior Product Support Analyst (Source to Pay) at Zycus, you will:

• Work with customers and understand their configurations and usage patterns of Zycus application/s (like Sourcing, Contract management, Supplier management, Procurement etc.)
• Provide training to customers on upcoming changes for new releases every quarter.
• Proactively communicate with customers and resolve their issues.
• Plan, Estimate and drive the execution of change and service requests.
• Identify patterns in customer raised tickets (issues and queries) and work towards permanently addressing them.
• Work on all aspects of maintenance of an already implemented Customer including business process mapping, requirements gathering, process configuration, documenting process flows, user interface configuration, user / supplier set-up and testing support.
• Work with the Technical Account Manager to ensure deliverables are on-time, increase efficiency and resolve issues for customers by coordinating with multiple Teams from Zycus & Customer side to achieve Customer Satisfaction
• Participate and contribute to best practices (tools/process), knowledge sharing like customer KYC
• Work efficiently on, Zycus products configuration, Incident Management Tools, MS-Excel, etc.
• Provide strong technical understanding of our product with the ability to discuss and demonstrate the Zycus Solution and how it may be configured to meet a customer's business needs.

Job Requirement

What will you require to be successful in this role:

• BE
• Experience Level: 2-5 years
• Willingness to work in 24 X 7 shifts
• Excellent written and oral communication skills is a must.
• Flexible, enthusiastic approach to work including a strong desire to learn new tools & techniques to solve business problems.
• Collaboration with various internal and external stakeholders.
• Ability to learn, execute and excel. Multitask and work with priorities.
• Working hours : As per the geography and region assigned.

Five Reasons Why You Should Join Zycus

• Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
• A Market Leader: Zycus is recognized by Gartner (world's leading market research analyst) as a Leader in Procurement Software Suites.
• Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
• Get a Global Exposure: You get to work and deal with our global customers.
• Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.

About Us

Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore