Global PMO Systems Support Analyst

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee, manage, and resolve incoming support tickets through Freshdesk related to Salesforce and Kantata.

• Analyze and troubleshoot system issues, user queries, data inconsistencies, and process-related inquiries.

• Elevate complex technical or functional problems to the appropriate internal teams while retaining ticket ownership and ensuring follow-up.

• Monitor ticket status, resolution timelines, and recurring issues to foster continuous improvement.

• Keep documentation of ticket resolutions, troubleshooting actions, and support procedures up to date.

• Work collaboratively with system owners and technical teams to address issues related to Salesforce, Kantata, and integrated systems.

• Create and maintain system documentation, knowledge articles, FAQs, and user support resources.

⛳️ Requirements

• A Bachelor's degree in Business Administration, Information Systems, Technology, Project Management, or a related field, or equivalent hands-on experience.

• Recent graduate or approximately 3 years of relevant professional experience.

• Strong analytical and problem-solving abilities with a focus on issue investigation and solution development.

• Exceptional written and verbal communication skills.

• High attention to detail and strong organizational capabilities.

• Proficient in managing multiple requests at the same time.

• Ability to quickly learn new software applications, systems, and business processes.

• Competence in collaborating with colleagues across various functions and geographic locations.

• Experience with Salesforce records, workflows, reporting, or user support is preferred.

• Familiarity with Kantata is a plus.

• Experience with Freshdesk, ServiceNow, Jira Service Management, or another ticketing/support platform is desirable.

• Knowledge of the telecommunications or networking industry is beneficial.

• Background in project management processes, professional services operations, or project lifecycle management is advantageous.

• Experience in investigating data discrepancies, troubleshooting system issues, or supporting enterprise applications is a plus.

• Exposure to business process documentation, system testing, or continuous improvement initiatives is advantageous.

🏝️ Benefits

• Flexible work environment.

• Initiatives for employee growth, well-being, and a sense of belonging.

• Commitment to an Equal Opportunity Employer environment.

• Accommodation measures available for candidates with disabilities.