Senior Functional Analyst

• Job Purpose (Objective & Scope)

The Senior Functional Analyst is a pivotal and expert role, responsible for providing Tier 2/3 and escalated functional support for the Supplier Relationship Management (SRM) system. This position focuses on the most complex and critical application-related issues and acts as the primary technical-functional point of escalation for the support team.

Beyond immediate support, the Senior Functional Analyst will drive continuous service improvement, mentor junior team members, and proactively identify system enhancements to maximize the stability and value of the SRM platform for our customers and partners. This role is a key bridge between the support team, business stakeholders, and development/product teams.

• Impact of this role and key deliverables

1. Handle application-related issues and questions from customers and partners, using advanced communication channels including telephone and ticketing system.. Provide proactive status updates to customers, maintaining transparency and trust. Ensure that support incidents are resolved in line with established Service Level Agreements.
2. Resolve High-Priority and Complex Escalations: Lead the analysis and resolution of Tier 2/3 application-related issues and escalations from customers and partners, utilizing advanced debugging and functional skills.
3. Drive Problem Management: Conduct root cause analysis (RCA) for recurring incidents, translating technical findings into clear, actionable system improvements or bug fixes for the development team.
4. Lead Knowledge Management: Strategically manage and curate the support knowledge base (e.g., QAD Knowledgebase), developing high-value technical articles, known error documents, and best-practice guides for complex SRM topics.
5. Provide mentorship and training to Functional Analysts, fostering professional development and skill enhancement. Lead in sharing best practices and developing

• Professional degree:

Professional degree: A University or Bachelor s Degree in Computer Science, IT-related studies, or a Business-related field (e.g., Supply Chain Management).

• Experience:

Number of years: 5+ years of proven, progressive experience in a Customer Service/Technical Support capacity, with at least 3 years focused on SRM or Supply Chain Management systems.

Strong advantage in working within the B2B area and familiarity with procurement or supplier lifecycle processes.

Computer skills: Proficient knowledge of MS-Excel for data analysis and reporting .Basic understanding of HTML, CSS, XML, and API concepts (e.g., REST/SOAP) desirable for system integration context.

• Other knowledge:

  Must be able to work effectively within EMEA hours to align with the core team and support coverage needs. Deep functional knowledge of a specific SRM system (e.g., SAP Ariba, Coupa, or equivalent) is highly desirable. Prior experience supporting a customer base within the EMEA region, demonstrating familiarity with European business practices and cultural nuances, is highly desirable

• Languages:

  Fluent (C1) English language skills, German if possible