The Sr. Support Analyst will provide technical support across our business applications for multiple workstreams 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 CRM, CPQ, Service Clouds across Sales, Sales Ops Marketing, Finance, and other organizations by resolving L1/L2 production support tickets, addressing logged issues, managing users and coordinating escalations as necessary.
Identifying areas throughout processes and solutioning where automation can be implemented.
Support and triage critical issues for other business applications including ZenDesk and Totango.
Create and manage all aspects of users' application security; profiles, roles, permissions, and sharing rules.
Prepare and execute manual data migrations as requested.
Update and document knowledge base articles and system process flows as required.
Work 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.
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