Product Support Analyst

Royal Cyber; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

Royal Cyber invites applications for Product Support Analyst to join our Hyderabad-based hybrid team. You will handle customer requests on ServiceNow, troubleshoot issues, and drive adoption of our tools. The role requires clear communication, data-savvy analysis, and the ability to operate in a fast-paced environment with global collaboration.

We value proactive problem-solving, teamwork, and the drive to continually improve customer experience and product quality across platforms.

Qualifications

• Bachelor's degree in Business, Technology, Engineering or related area.
• Willingness to learn, positive attitude, ability to work in a fast-paced environment.
• Excellent written and verbal communication skills.
• Highly organized, independent and multitasker.
• Good data analysis skills using Excel and BI tools.
• Knowledge of Agile Execution tools like Azure DevOps, JIRA etc.
• Knowledge or exposure to Workflow Management tools like ServiceNow, VersionOne, etc.
• Demonstrable experience in facilitating, leading, influencing, and managing within large-scale global teams.

Responsibilities

• Support our customers on requests raised on our ticketing platform - Service Now.
• Troubleshoot and service customer requests focusing on maximum customer satisfaction.
• Liaison with end customer to support and advance tools adoption.
• Share knowledge with peers and foster a cohesive self-organized team environment.
• Provide feedback to help the Business and Development teams to create high-value products.
• Escalates and tracks issues with appropriate levels within the team.
• Build a deep understanding of the solutions delivered on both platforms to understand utility from users' perspective.
• Keep up to date on support and customer experience best practices and suggest improvements.

Skills

Communication

Data analysis

Excel/BI tools

Agile tools

multitasking

Education

Bachelor's degree in Business/Technology/Engineering

Tools

Azure DevOps

JIRA

ServiceNow

VersionOne

Job description

Dear Candidate,

We have Job opening for Product Support Analyst, please find the detailed description below

Company Details :Royal Cyber is a trusted global IT consulting & digital transformation partner, empowering enterprises for over two decades to evolve with agility, security, and innovation. Founded in 2002, Royal Cyber has built a strong legacy of helping organizations modernize legacy systems, embrace cloud-native technologies, and adopt AI-driven solutions. With 20+ years of delivering business-critical digital projects, we serve clients across USA, Canada, UK, UAE, KSA, India, Australia, and more with innovation hubs and delivery centers strategically located to support 24/7 operations. Global Presence: Headquartered in Naperville, IL (USA) Operations in 15+ countries 1,000+ certified consultants 1,000+ successful global deployments Fortune 500 client base across retail, banking, insurance, manufacturing, healthcare, and public sector What We Specialize In: Cloud Transformation & DevOps (Azure, GCP, AWS) Generative & Agentic AI (Enterprise-grade use cases powered by LLMs) Digital Commerce & CX Platforms (Salesforce, SAP Commerce, Adobe, Magento, Creatio, HubSpot, Commerce tools) Enterprise Integration & API Management (MuleSoft, Boomi, IBM) Hyper automation & Low Code Enablement (UiPath, Appian, Power Platform) Data Governance, Privacy & Security (Microsoft Purview, Zero Trust) Legacy Modernization & Mainframe Refactoring (COBOL to Java, Monolith to Microservices)Royal Cyber is on a journey to become the worlds most agile modernization partner blending innovation, strategy, and delivery excellence to accelerate enterprise evolution

Wok Location : Hyderabad (Hybrid)

Job Responsibilities:

• Support our customers on the requests raised by them on our ticketing platform - Service Now


• Troubleshoot and service customer requests focusing on maximum customer satisfaction


• Liaison with end customer to Support and advance tools adoption.


• Share knowledge with peers and foster a cohesive self-organized team environment


• Provide feedback to help the Business and Development teams to create high-value products


• Escalates and tracks issues with appropriate levels within the team


• Build a deep understanding of the solutions delivered on both platforms to understand utility from our users/customers perspective


• Keep up to date on support and customer experience best practices and suggest or implement improvements in processes or tools

Qualifications:

• Bachelors degree in Business, Technology, Engineering or related area


• Proven willingness to learn, a positive attitude, and an ability to work in a fast-paced, high demand work environment


• Excellent communication skills both written and verbal and the ability to investigate and summarize technical concepts clearly and succinctly


• Highly organized, independent and multitasker


• Good data analysis skills using Excel and any other BI tools


• Knowledge of Agile Execution tools like Azure DevOps, JIRA etc.


• Knowledge or exposure to Workflow Management tools like ServiceNow, Solutions Business Manager, VersionOne, etc.


• Demonstrable experience in facilitating, leading, influencing, and managing within large-scale matrix, globally distributed organizations

PS: Need someone who can join ASAP