CPQ incident management Analyst

Key Responsibilities

• Manage and resolve CRM and CPQ-related incidents in production environments.
• Perform impact analysis and incident categorization (P1/P2/P3).
• Conduct root cause analysis (RCA) for recurring pricing or configuration issues.
• Provide timely resolution within defined SLAs.
• Participate in Major Incident Management (MIM) calls for critical quote failures.
• Provide detailed incident documentation including technical findings and resolution steps.
• Identify problem trends and recommend permanent fixes.
• Handle Incidents Related To Product Configuration Issues:
• Bundle misconfiguration
• Attribute validation failures
• Constraint rule conflicts & Dependency rule breakdowns
• Handle Pricing & Discount Errors:
• Incorrect price calculations
• Tier/volume pricing failures
• Discount approval logic errors & Margin miscalculations
• Handle Quote Lifecycle Failures:
• Quote generation errors
• Approval workflow failures
• Versioning issues & Order conversion errors
• Handle Integration Failures:
• CRM, CPQ to ERP sync failures
• Pricing data mismatches
• API errors and timeout issues
• Raise change requests for permanent fixes.
• Support emergency deployments for critical CPQ issues.
• Document known errors and maintain knowledge base articles.
• Participate in post-incident reviews.

Required Technical Skills

• 8-10 years of experience with a strong CPQ and CRM focus.
• Experience in handling production support incidents.
• Strong understanding of:
• Product modelling and configuration rules
• Pricing engines and discount frameworks
• Quote lifecycle automation
• CRM functionalities
• Strong root cause analysis and problem-solving skills.
• Experience working in SLA-driven support environments.