Business Analyst - Sales, CS and Renewals Experience Support.

Company : Cisco

Job Type : Full Time

Bengaluru, Karnataka

Number of Applicants

:

000+

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Job Description - Business Analyst - Sales, CS and Renewals Experience Support.

We are looking for an experienced Support Business Analyst with a proven history of delivering exceptional end-user support and expertise in root cause analysis. This role focuses on Connected Consoles for Sales, Customer Service, and Renewals, leveraging technologies like Salesforce Experience Cloud, CRMA, SFDC Insights and Analytics, GCP, Snowflake, and Hana, as well as tools such as Jira and Tableau.

Key Responsibilities:

Provide prompt and considerate first-line responses to user-reported support cases, identifying whether issues arise from training gaps, system defects, usability challenges, or a need for guidance using our extensive job aid library.

Be responsible for data quality including validation, cleansing/scrubbing data in the presentation layer.

Perform business analysis on requirements from Sales, CS and Renewals

Recommend system enhancements based on case analysis to prevent future issues and improve the overall user experience.

Perform thorough root cause analyses to inform Product Management of potential experience improvements or opportunities to increase business value.

Ensure our user base—including product managers, delivery managers, staffing teams, and CX engineers—operates with optimal productivity and success, fully utilizing the platform's capabilities.

Manage support cases within Cisco HelpZone (ServiceNow) and Jira Cloud, meticulously documenting system defects.

As part of the DigitalX Support team, you'll be working with senior product managers who are passionate about delivering world-class solutions for our Professional Services stakeholders.

You will also work closely with our IT partners, including Level 2 Support and engineering teams, to analyze defects and prioritize improvements on the SDC product roadmap.

Who You Are:

You are a dynamic and self-motivated individual with a strong background in IT or professional services technology. You excel at understanding user issues, investigating underlying causes, and clearly communicating solutions. Your empathy for users, especially those in high-pressure, customer-facing roles, allows you to balance patience with a critical sense of urgency. You possess exceptional documentation skills and the ability to navigate complex technical ecosystems.

Minimum Experience :

5 years of business analysis with support experience

5 years of IT project experience

2 years of Salesforce platform experience

2 years of Reporting Experience

Jira issue tracking software experience

Preferred Experience :

5 years Salesforce platform with Experience cloud, CRMATechnologies

1 year Tableau reporting experience

We are excited to welcome a business analyst who will perform analysis and respond to immediate support needs but will also be a visionary in enhancing system functionality and user satisfaction. If you are driven to excel in a fast-paced, innovative environment, and are committed to service excellence, we encourage you to apply.

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