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Job Summary:
We are seeking a CPQ / CRM Incident Management Analyst responsible for handling production incidents related to CPQ (Configure, Price, Quote) and CRM (Customer Relationship Management) processes. The role focuses on troubleshooting configuration issues, pricing errors, quote failures, approval workflow breakdowns, Territory - Account mappings, opportunities, and integration defects while ensuring SLA adherence and business continuity.
The ideal candidate will have strong expertise in CPQ/CRM product modeling, pricing logic, quote lifecycle management, and structured incident handling processes.
Key Responsibilities:
Incident Management (Primary Focus)
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.
CPQ/CRM Issue Troubleshooting
Handle incidents related to:
Product Configuration Issues
Bundle misconfiguration, Attribute validation failures, Constraint rule conflicts & Dependency rule breakdowns
Pricing & Discount Errors
Incorrect price calculations, Tier/volume pricing failures, Discount approval logic errors & Margin miscalculations
Quote Lifecycle Failures
Quote generation errors, Approval workflow failures, Versioning issues & Order conversion errors
Integration Failures
CRM, CPQ to ERP sync failures, Pricing data mismatches, & API errors and timeout issues
Change & Problem Management
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
Preferred 8–10 years of experience with a strong CPQ and CRM focus.
Experience in handling production support incidents.
Strong understanding of: i. 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.
