IT CPQ Business Support Analyst

The role:

We are looking for an experienced IT Support Analyst to assist with the on-going support and maintenance of our CPQ (Configure, Price, Quote) application, who has a passion for technology, solving business problems and interacting directly with business users.
The role is an integral part of our CPQ support team covering our enterprise scale CPQ application in a global user environment supporting our front office business functions to include Sales, Services, Renewals, and Partners. This role needs to work collaboratively with our global business stakeholders to gathering information to ensure continuous application and process improvements. The individual will then document, gain approvals and possibly implement changes within the CPQ application to deliver these improvements.

Key Responsibilities:

• Serve as a system administrator and support analyst for our CPQ application
• Serve as a Subject Matter Expert with our CPQ application functionality and related business processes
• Assist with the development and management of our CPQ Proposal Templates
• Triage of user reported questions and problems
• Work closely with in-house CPQ and Salesforce technical/development support team for root cause analysis. Document root cause analysis findings. Analyze trends and recommend solutions to prevent repeated problems.
• Work closely with business stakeholders, scrum teams and vendors to help design/develop/configure small enhancements to solution new and changing business needs. Strive for out of the box solutions and not custom development to the extent possible.
• Work effectively in an Agile team environment to provide enhancements and support to our users, with a positive customer service attitude
• Contribute to enriching and maintaining CPQ process documentation and knowledge base
• Ability to work independently and with team members located in different geographical locations
• Willingness to take on new responsibilities as business requirements change, attend CPQ coding training sessions and maintain CPQ coding/programming skills
• Participate in QA and release testing
• Participate in documenting and tracking proposed application enhancements and testing requirements
• Participate in project planning meetings
• Facilitate and manage CPQ application releases, user acceptance testing, and deployment activities with cross functional teams (IT and Business users)
• Adhere to Hitachi Vantara policies and standards

Key Skills, Knowledge and Experience:

• Experience with a CPQ application, such as Salesforce CPQ, FPX, or Conga.
• Experience in working with Salesforce CRM
• Basic web programming skills is a must
• Experience in debugging application problems
• Experience working with user groups in a global company
• Strong communication skills (written and verbal)
• Strong analytical/problem-solving skills and customer service focus for all work deliverables
• Experience in delivering software projects using Agile methodology is a plus
• Experience with project issue tracking tools such as JIRA is a plus
• JavaScript skills is a plus
• Certification in Salesforce Administration is a plus
• Experience with converting CPQ applications is a plus
• Experience with CPQ proposal generation is a plus
• Understanding of business processes in Sales and Services organizations is a plus
• 3+ years serving as an IT support analyst or equivalent

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.