Application Support Analyst - CRM and Enterprise Applications

CRM Analyst

About CleanHarbors

 

Clean Harbors Inc. (www.cleanharbors.com) is a NYSE listed US based $6.5 billion company. Clean Harbors was founded in 1980 near Boston by Mr. Alan S. McKim, who today remains the company’s Chairman and CTO.

Everywhere industry meets environment, Clean Harbors is on-site, providing premier environmental, energy and industrial services. Clean Harbors employs a dedicated workforce of 25,000 employees and has over 750 service locations across the U.S., Canada and Mexico. Beyond addressing the environmental needs of its more than 300,000 customers, the Company has been on the front lines of addressing some of the largest emergency response events in North America of the past several decades including the BP Oil Spill in the Gulf of Mexico, the anthrax attacks in New York, the 2015 avian flu outbreak that devastated the poultry industry, Hurricanes Katrina, Rita and Sandy, and the oil pipeline breaks that affected the Yellowstone and Kalamazoo rivers, along with other major chemical releases into the environment.

 

Clean Harbors India has been strategically established as the Global Capability Center (GCC) to serve our parent company. We take pride in serving some of the most tech savvy business stakeholders at Clean Harbors. The GCC employees form part of our globally integrated teams that provide cutting-edge IT solutions and production support across platforms. Our shared services teams work seamlessly with their global counterparts in providing critical 24x7 support in various functions including Finance, HR, Procurement, IT and Operations. Our aggressive growth plans open significant career advancement opportunities for our employees.

 

Job Title: Application Support Analyst (L1 Support)
Experience: 2-3 Years
Location: Hyderabad (Work from Office)
Working hours: 5.00 PM to 2.00 AM IST (Transportation Provided)

The Opportunity:

Clean Harbors Sales Operations is looking for a proactive Application Support Analyst (L1) to support our
enterprise applications, including CRM and other business systems. The ideal candidate should be comfortable
managing user support activities such as handling support tickets, collaborating with team members, and
troubleshooting issues with a strong focus on user satisfaction.

We are seeking someone with a basic understanding of application support and operational processes, who is
eager to learn our business model and support both steady-state operations and new initiatives across multiple
applications. The Application Support Analyst should be adaptable to change, capable of following established
processes and governance, and able to effectively prioritize and manage incoming requests and issues from end
users.

The ideal candidate should be comfortable working with stakeholders, adhering to support procedures, and
clearly communicating resolutions or next steps to users in a professional manner.
Key

• Manage L1 support activities including handling user queries, access issues, and data updates through
• ticketing systems and other support channels (cases, email, chat, etc.)
• Route and escalate requests to appropriate teams (L1/L2/IT teams such as Salesforce/Oracle, integrations,
• DBAs) as per defined processes.
• Analyze issues, perform basic troubleshooting, identify root cause, and resolve or escalate as needed.
• Support user and access management activities including user creation, deactivation, and permission
• assignments.
• Monitor support queues, prioritize tickets, and ensure timely resolution within SLA.
• Assist in data management activities, including data updates, bulk uploads, and maintaining data quality.
• Collaborate with team members and stakeholders to support ongoing operations and user requests.
• Follow defined processes, governance, and change management practices.
• Support communication of system updates, changes, and known issues to end users.

Knowledge, Skills, and Abilities: 

• Independent contributor to a high performing team 
• Ability to multi-task and manage a variety of issues in a face paced environment 
• Strong communication skills 
• Excellent relationship-building skills 
• Ability to liaise with stakeholders 
• Training end users on typical procedures 
• Available and responsive to questions 

• Strong operations experience with at least 2 years of participating in end user issue management 
• Capable experience with reporting and data analysis including intermediate Excel capability and SQL skills 
• Experience with a ticketing system and issue routing 
• Experience with any CRM tool 
• Excellent verbal and written communication skills and ability to present to senior leadership 
• MS office proficiency (Excel, Visio, Word, PowerPoint) Ability to work independently as well as within a team 
• Ideal candidates should have progressively handled increasing levels of responsibility. 
• Must be a team player and should have a proven ability to work well with others in a fast-paced, dynamic environment through active collaboration with key business and technical stakeholders. 

Experience Level

Mid Level