Cisco Business Analyst 

India, Karnataka, Bengaluru 

524967113

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:

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, CRMA Technologies
• 1 year Tableau reporting experience