Sr. Support Analyst

7 months ago

Mumbai, India Dynatrace Full time

Job Description

The Sr. Support Analyst will provide technical support across our business applications for multiple workstream in the Asia-Pacific region. This customer centric role will assist users, primarily in Salesforce, with any issues that arise in processing a high volume of CPQ and account transactions. Additionally, this role must possess sufficient application and business knowledge to triage issues with applications other than Salesforce. As a member of the Run team, this individual will seek opportunities to make systems/processes more efficient, reduce manual work, and enable data driven decisions. We are looking for someone that is a self-starter with the right mix of application and ITIL knowledge coupled with functional and technical experience ready to roll up their sleeves and hit the ground running. Ideally, this candidate will have prior experience in a global technology company as an APAC Support Analyst.

Do you have what it takes? Come join our dynamic and growing IT center of excellence

Responsibilities

Support global Salesforce/CPQ application(s) across Sales, Marketing, Finance, Services and other organizations by resolving production support tickets, addressing logged issues, managing users and coordinating escalations as necessaryMaintain techno-functional knowledge capable of supporting multiple Salesforce workstreams including Lead to Opportunity, Quote to Contract, Subscription, CPQ Billing, and RenewalsIdentifying areas throughout processes and solutioning where automation can be implementedSupport and triage critical issues for other business applications including SAP-SuccessFactors, NetSuite, Varicent, ZenDesk, Totango, Monday, Asana, SmartRecruiters and moreCreate and manage all aspects of users’ application security; profiles, roles, permissions, and sharing rulesPrepare and execute manual data migrations as requestedUpdate and document knowledge base articles and system process flows as requiredWork closely and effectively with business stakeholders and other run-team members to ensure application performance and end-user satisfaction

This is a hybrid position. Must have the ability to report to the office in Mumbai. 

Qualifications

At least 5 years of experience as a Salesforce support agent or analyst in a large organizationMust have CPQ experience Salesforce Administrator credentialsPossess an understanding of commercial sales processes; demand generation, lead, opportunity, CPQ, contract, sales order and billing managementComfortable working independently while coordinating with other support resources across the globe Experience with automation of processes and solutionsExperience with consumption/usage/subscription models a plusStrong organizational and communication skillsExperience with ITIL/ITSM processes, SDLC best practices, ticketing systems including Freshworks, and JiraExperience with data tools like Data Loader and Demand Tools is preferredPrior experience with business additional applications: NetSuite, Varicent, Totango, ZenDesk, SuccessFactors, SmartRecruiters, and Boomi is a plusExcellent ability to work across the organization with users at various levels of application proficiencyPassion to work within a fast paced, high energy, high tech environmentBachelor’s Degree in Computer Engineering, Business Administration or Information Systems preferred

Additional Information

Dynatrace is a leader in unified observability and security.We provide a culture of excellence with competitive compensation packages designed to recognize and reward performance. Our employees work with the largest cloud providers, including AWS, Microsoft, and Google Cloud, and other leading partners worldwide to create strategic alliances.The Dynatrace platform uses cutting-edge technologies, including our own Davis hypermodal AI, to help our customers modernize and automate cloud operations, deliver software faster and more securely, and enable flawless digital experiences.Over 50% of the Fortune 100 companies are current customers of Dynatrace.

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