Zycus L2 Support Specialist – Application Support
- Tek Gence
15 Hours Ago
NA
NA
Remote
2-12 Years
Required Skills: Zycus applications, L2 production support, incident management, Problem management, Change management, Master data management, Analytical and troubleshooting, ServiceNow, JIRA, Azure DevOps
Job Description
Position:: Zycus L2 Support Specialist – Application Support
Location: 100% Remote
Job Summary
We are seeking an experienced Zycus L2 Support Specialist to provide functional and application support for Zycus procurement and sourcing solutions. The role involves handling L2 incidents, performing functional analysis, configuration, and collaborating with business users, technical teams, and Zycus product support to ensure smooth operations of Procure-to-Pay (P2P) and Source-to-Contract (S2C) processes.
Key Responsibilities
Application Support (L2)
- Provide L2 functional support for Zycus applications including:
- iSupplier
- iContract
- iSource
- iSave
- iAnalyze
- iRequest (as applicable)
- Handle incidents, service requests, and problem tickets escalated from L1 support.
- Perform root cause analysis (RCA) and deliver timely issue resolution.
- Ensure SLA adherence and proactive stakeholder communication.
- Monitor system performance and application health.
Functional Analysis & Configuration
- Understand and support Procure-to-Pay (P2P) and Source-to-Contract (S2C) business processes.
- Perform configuration changes, master data updates, and rule validations within Zycus.
- Manage:
- User access and roles
- Approval workflows
- Catalog configurations
- Conduct impact analysis for functional changes and incidents.
User & Stakeholder Interaction
- Work closely with business users to understand functional issues and provide guidance.
- Assist in user training, documentation, and knowledge transfer sessions.
- Act as a functional SME for Zycus applications.
Collaboration & Escalation
- Coordinate with technical teams for:
- Data fixes
- Integrations
- Code-related issues
- Liaise with Zycus Product Support for unresolved issues or product-level defects.
- Work with ERP and integration teams as required.
Documentation & Continuous Improvement
- Maintain:
- Incident logs
- SOPs
- Knowledge base articles
- Identify recurring issues and recommend process or system improvements.
- Support audits, compliance checks, and system health reviews.
Required Skills
Functional Skills
- Strong functional knowledge of Zycus applications
- Experience in L2 production support
- Hands-on experience with:
- Incident management
- Problem management
- Change management
- Configuration and master data management
- Strong analytical and troubleshooting skills
Technical & Tools Skills
- Experience with ITSM tools:
- ServiceNow
- Jira
- Azure DevOps (ADO) or similar
- Basic understanding of:
- ERP integrations
- APIs
- Batch jobs
- Ability to read application logs and collaborate with technical teams
Front-End / UI & Mobile Skills (Desirable)
- Angular UI
- TypeScript
- HTML, CSS
- Mobile Development:
- iOS (Swift)
- Android (Java)
Digital Skills
- ServiceNow – IT Service Management
Preferred Qualifications
- Experience supporting enterprise procurement or sourcing platforms
- Exposure to audits, compliance, and regulated environments
- Strong communication and stakeholder management skills
