Experience & Education 2–4 years of experience in functional application support or business systems support Bachelor’s degree in Engineering, Computer Science, Information Systems, or equivalent ITIL or application-specific certifications are a plus Role Summary We are seeking a Functional Application Support Analyst to support business-critical applications covering CPQ (Configure, Price, Quote), Order Management, and Sales systems . The role will focus on L1/L2 functional support , issue resolution, user assistance, and collaboration with IT and business stakeholders. The candidate must be comfortable working in rotational shifts to support global users. Key Responsibilities Application Support Provide functional L2 support for CPQ, Order Management, and Sales applications Act as the first point of contact for business users, sales teams, and operations Diagnose and resolve functional issues , data-related problems, and user errors Manage incidents, service requests, and minor enhancements through ticketing systems (e.g., ServiceNow, Jira) CPQ & Order-to-Cash Support Support end-to-end quote-to-order (Q2O) and order-to-cash (O2C) processes Troubleshoot issues related to: Product configuration and pricing rules Discount approvals Quote generation and conversion Order creation, amendments, cancellations, and billing handoffs Ensure accuracy of pricing, product bundles, discounts, and contracts Sales Application Support Provide functional support for Sales systems (CRM, sales portals, integrations) Assist sales users with: Opportunity management Quote validation Order visibility and tracking Support data consistency across Sales, CPQ, Order Management, and downstream systems Operations & Collaboration Work closely with IT development teams , integration teams, and business stakeholders Perform root cause analysis and contribute to permanent fixes Validate fixes and enhancements through functional testing Create and maintain support documentation, SOPs, and knowledge base articles Shift & SLA Management Work in rotational shifts (including nights/weekends, if required) to support global operations Adhere to defined SLAs, OLAs, and support processes Participate in on-call support as needed Required Skills & Qualifications Functional & Domain Skills Strong understanding of CPQ, Order Management, and Sales processes Hands-on experience supporting Quote-to-Order (Q2O) and Order-to-Cash (O2C) flows Ability to translate business issues into functional problem statements Application Skills (any or multiple) Experience with CPQ platforms such as: Salesforce CPQ Oracle CPQ SAP CPQ Other enterprise CPQ tools Experience with CRM / Sales systems (Salesforce, SAP Sales Cloud, Dynamics, etc.) Exposure to order management or ERP systems (SAP, Oracle, NetSuite, etc.) is a plus Support & Tools Experience working with ITSM tools (ServiceNow, Jira, Remedy, etc.) Familiarity with incident, problem, and change management processes Basic understanding of integrations and data flows between systems Soft Skills Strong analytical and problem-solving skills Excellent communication skills (verbal and written) Ability to work under pressure during high-volume or critical business periods Customer-focused mindset with attention to detail Willingness and flexibility to work rotational shifts