support analyst / application support analyst (Nezahualcóyotl)

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

Job Overview

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.

Responsibilities

• Provide functional L2 support for CPQ, Order Management, and Sales applications.
• Diagnose and resolve functional issues, data‑related problems, and user errors.
• Support end‑to‑end quote‑to‑order (Q2O) and order‑to‑cash (O2C) processes: product configuration and pricing rules, order creation, amendments, cancellations, and billing handoffs.
• Provide functional support for Sales systems (CRM, sales portals, integrations) and maintain data consistency across Sales, CPQ, Order Management, and downstream systems.
• Work closely with IT development teams, integration teams, and business stakeholders to 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.
• Work in rotational shifts (including nights/weekends, if required). Adhere to defined SLAs, OLAs, and support processes; participate in on‑call support as needed.

Tools & Experience

• Hands‑on experience supporting Quote‑to‑Order (Q2O) and Order‑to‑Cash (O2C) flows.
• Salesforce CPQ, Oracle CPQ, SAP CPQ.
• Experience with CRM/Sales systems (Salesforce, SAP Sales Cloud, Dynamics, etc.).
• Exposure to order management or ERP systems (SAP, Oracle, NetSuite, etc.).
• Experience working with ITSM tools (ServiceNow, Jira, Remedy, etc.).
• Basic understanding of integrations and data flows between systems.
• Willingness and flexibility to work rotational shifts.