Associate GCC Analyst

JAGGAER; Telangana; On-site; INR 700,000 - 1,200,000; Full time

Job summary

JAGGAER in Telangana, India seeks a support analyst to troubleshoot software issues, analyze configurations, and document resolutions. You will work on client systems, perform data migrations, and recommend solutions while building knowledgebase content and maintaining strong customer relationships.

Ideal candidates have SaaS experience, excel at multi-channel communication, and can learn complex software quickly.

Qualifications

• 3 years of experience with software applications; SaaS/web-based environment preferred.
• Thrive in a front-line, direct customer contact role via multiple channels.
• Excel and PC/web browser troubleshooting expertise required.
• Understanding of database concepts and SQL query constructs.
• XML and Splunk experience preferred.
• Able to learn complex software and create knowledgebase content.

Responsibilities

• Troubleshoot and analyze software issues reported through support portals and calls.
• Analyze configurations, data migrations, and installations for clients and recommend solutions.
• Document requirements, rules, enhancements, or changes.
• Document incident-resolution steps and best practices in knowledgebase.
• Maintain proficiency in JAGGAER software solutions and core technologies.
• Manage caseloads, keep clients updated, and close cases regularly.

Skills

Analytical skills

Problem solving

Communication skills

Team player

Multitasking

Learning ability

Education

Associate or bachelor’s degree

Tools

Excel

XML

Splunk

Job description

Overview

JAGGAER provides an intelligent Source-to-Pay and Supplier Collaboration Platform that empowers organizations to manage and automate complex processes while enabling a highly resilient, responsible, and integrated supplier base. With 30 years of expertise, we specialize in solving complex procurement and supply chain challenges across various industries.

Our 1,300+ global employees are obsessed with ensuring customers get full value from our products - ultimately enhancing and transforming their businesses.

For more information, visit www.jaggaer.com

Principal Responsibilities

• Perform technical troubleshooting and data analysis to identify the root causes of software problems reported through the support portal web cases and telephone calls. Assist customers in resolving the issue within the target service level agreement by providing solutions or action plans.
• Analyze technical configurations, integrations, data migrations and technical installations for client systems to perform in-depth technical troubleshooting, testing, and recommend solutions.
• Analyze and document requirements and rules, enhancements, or changes.
• Document internal and external correspondence for incident resolution including trouble shooting steps, solutions or action plans, and best practices identified by resolving the customer issue.
• Develop and maintain proficiency in the JAGGAER software solutions, solution methodologies, and core technologies.
• Develop good habits for managing caseloads, keeping cases and clients up to date and closing cases on a regular basis.
• Participate in internal meetings such as implementation transition meetings for new customers and sprint reviews and report back to Support Team.

Position Requirements

• Associate or bachelor’s degree
• 3 years of experience working with software applications - Software-as-a-Service web-based environment preferred.
• Thrive in a front line, direct customer contact role communicating via phone, email, online meeting, desktop sharing, and video conferencing software and other channels, such as chat and social media, that may develop over time.
• Microsoft Excel and PC/web browser troubleshooting expertise required.
• Understanding of database concepts, for example, general SQL query constructs.
• com, XML and/or Splunk experience preferred.
• Ability to learn complex software – committed to being a lifelong learner.
• Ability to create, follow and execute documented procedures – create knowledgebase articles/content.
• Ability to work on multiple projects under tight time constraints – multitasking is an essential element of this role.
• Excellent analytical and problem-solving skills.
• Ability to work independently and be a great teammate.
• Workflow process development is desirable.
• Must be able to communicate technical solutions to customers, production support, development, and management.
• Participate in a Global Team staffed 24/5 with on call requirements. Our team is responsible for assisting customers during designated assigned shifts primarily during US business hours.
• Strong communication, presentation, documentation, and problem-solving skills

What We Offer: At JAGGAER, we are committed to supporting you and your family’s well-being. Your health is a priority, and we offer a range of programs to help you stay well and thrive. Our benefits include Health, Accidental Insurance, and Term Life.

Our Values - T.E.A.M:At JAGGAER, our business is about people.Our products are built on intellectual property, but the real differentiator is the teams behind them–the way we collaborate, innovate, solve problems and deliver for customers. TEAM gives us a common set of expectations for how we work together across products, cultures, and geographies. Transparency - Openness Builds Trust: Candor strengthens relationships, speeds decision-making, and ensures problems are solved together—with customers, teammates, and partners. Entrepreneurial Spirit – Own It, Drive It, Make It: A scrappy, customer obsessed, problem-solving mindset is at the cornerstone of both organizational and personal growth Accountability – Thumbs In, Not Fingers Out: We take responsibility ourselves before pointing elsewhere Metrics-Driven Results – Outcomes Over Activities: Data and evidence guide our decisions, help us course-correct quickly, and ensure we’re delivering real impact.

EEO: JAGGAER is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military, or veteran status, mental or physical disability, or other applicable legally protected characteristics.

Great Place to Work Certified 2026 – JAGGAERJoin a workplace where innovation, collaboration, and people come first.We are proud to announce that JAGGAER has been certified as a Great Place to Work for 2026, recognizing our commitment to creating an inclusive, empowering, and high-performing culture.