Customer Support Analyst Job in Mumbai at Zycus

Zycus is hiring for the role of Customer Support Analyst!

Responsibilities of the Candidate:

• Work closely with global customers to understand their procurement processes, system configurations, and usage patterns across Zycus applications such as Sourcing, Contract Management, Supplier Management, and Procurement
• Support post-implementation customers by analyzing and resolving functional, process, and system-related issues
• Actively collaborate with Product, Engineering, and Technical Account Managers to deliver effective and scalable solutions
• Plan, estimate, and execute change requests, enhancements, and service initiatives
• Identify recurring patterns in customer-raised issues and drive permanent, root-cause solutions
• Conduct business process mapping, requirements gathering, configuration, documentation, testing, and user/supplier enablement
• Deliver quarterly release training and enablement to help customers adopt new capabilities
• Leverage AI agents and automation to improve efficiency, analytics, and customer outcomes
• Contribute to best practices, customer KYC documentation, and knowledge-sharing initiatives
• Build strong expertise in Zycus platforms, incident management tools, analytics, and reporting frameworks

• MBA in Supply Chain, Operations, Procurement, or related disciplines
• Hands-on experience in procurement, sourcing, supply chain, or operations teams
• Strong understanding of Source-to-Pay / Procure-to-Pay processes
• Analytical and solution-oriented mindset with strong communication skills
• Ability to work with global stakeholders and cross-functional teams