The Sales Tools Operations Analyst is responsible for managing level 1 production support activities for the Visa Sales Cloud Configure-Quote-Price (CPQ) tool (Conga). This position will partner with a team of analysts and administrators who provide support to the users completing business on the tool. Responsibilities including managing and resolving user support requests for active users, triaging, and classifying configuration requests to be reviewed by delivery teams, while meeting appropriate SLAs.
JOB SCOPE
The Sales Tools Operations Analyst will perform level 1 application support to the Value-Added Services users of Visa sales tools and applications. The candidate will be responsible for managing and providing production support across the applicable business groups and various application tools.
RESPONSIBILITIES
Serve as a level 1 point of contact and internal support for Visa Value-Added Services sales users.
Manage the case queues, classifying cases, prioritizing for delivery teams and ensuring cases have met minimum criteria to be worked on by the team or perform necessary follow up to ensure completeness of information.
Reach out to stakeholders as necessary for clarity on case requests or coordinate troubleshooting sessions as needed.
Hands-on in case resolution, including outreach and direct interaction with business teams.
Work in conjunction with management and IT partners to help facilitate and manage overall progress of application issues or change requests.
Identify opportunities for improvement and implement solutions to streamline and improve existing production support processes.
Administer the Configure-Quote-Price (CPQ) tool including maintaining product and price lists, configuring approval flows.
Maintain an in-depth understanding of the Configure-Quote-Price (CPQ) tool, including updates and new features.
This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office two days a week, Tuesdays and Wednesdays with a general guidepost of being in the office 50% of the time based on business needs.
BASIC QUALIFICATIONS
• 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD)
• Experience with Configure-Price-Quote tools (Conga/Apttus CPQ is preferred).
• Experience in a business analysis/application support environment (or equivalent work experience) similar to Help Desk support.
• Excellent research and analytical skills including the ability to assign critical activities to the appropriate groups as well as self-diagnose problems.
• Able to set priorities and manage expectations, and work both as part of a team and independently.
• Must have effective professional verbal, written and communication skills for audiences ranging from individual contributor through executive levels.
• Effective time management, organization, and planning skills.
• Able to multitask under shorter time frames without sacrificing the integrity of the prioritized work.
PREFERRED QUALIFICATIONS
• 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD)
• Certification(s) in Conga CPQ
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel 5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting. The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 88,200.00 to 124,650.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.
