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Sr. Support Analyst (SFDC/Cross-Platform)

Your role at Dynatrace

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 necessary

  • Maintain techno-functional knowledge capable of supporting multiple Salesforce workstreams including Lead to Opportunity, Quote to Contract, Subscription, CPQ Billing, and Renewals

  • Identifying areas throughout processes and solutioning where automation can be implemented

  • Support and triage critical issues for other business applications including SAP-SuccessFactors, NetSuite, Varicent, ZenDesk, Totango, Monday, Asana, SmartRecruiters and more

  • 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. 

What will help you succeed

  • At least 5 years of experience as a Salesforce support agent or analyst in a large organization

  • Must have CPQ experience 

  • Salesforce Administrator credentials

  • Possess an understanding of commercial sales processes; demand generation, lead, opportunity, CPQ, contract, sales order and billing management

  • Comfortable working independently while coordinating with other support resources across the globe  

  • Experience with automation of processes and solutions

  • Experience with consumption/usage/subscription models a plus

  • Strong organizational and communication skills

  • Experience with ITIL/ITSM processes, SDLC best practices, ticketing systems including Freshworks, and Jira

  • Experience with data tools like Data Loader and Demand Tools is preferred

  • Prior experience with business additional applications: NetSuite, Varicent, Totango, ZenDesk, SuccessFactors, SmartRecruiters, and Boomi is a plus

  • Excellent ability to work across the organization with users at various levels of application proficiency

  • Passion to work within a fast paced, high energy, high tech environment

  • Bachelor’s Degree in Computer Engineering, Business Administration or Information Systems preferred

Dynatrace believes that potential is defined by more than qualifications or background. If you're passionate about this job, working in a tech environment, and are eager to learn, we invite you to apply.

Why you will love being a Dynatracer

  • Dynatrace is a market share leader & a 13x magic quadrant leader

  • Dynatrace invests more in R&D than some of our competitors’ total revenue, assuring market-leading customer value and quick adoption

  • Trusted by over half of Fortune’s Top 100

  • Dynatrace provides a culture of excellence with competitive compensation packages that recognize and reward greatness

  • Dynatrace gives you the chance to work with the largest of the Cloud players like AWS, Azure, VMware and Google Cloud allows our customers to have the best of 3rd Generation Monitoring in the world. Not to mention we’re fully automated from the start, providing the most advanced solution leveraging our AI machine learning technology

  • We offer a competitive compensation package, benefits, company pension scheme and holidays.

#LI-HC1

All your information will be kept confidential according to EEO guidelines.

Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. 

Note to Recruiters and Placement Agencies: Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

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About Dynatrace

Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

We're an equal opportunity employer and embrace all applicants. Dynatrace wants YOU—your diverse background, talents, values, ideas, and expertise. These qualities are what make our global team stronger and more seasoned. We're fueled by the diversity of our talented employees.

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Dynatrace LLC (Dynatrace) does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website or to any Dynatrace employee. Dynatrace will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Dynatrace.

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