Senior Business Systems Support Analyst

Location: Bangalore

About Mimecast

Mimecast is a leading cybersecurity company that helps organizations protect their people data and communications. With over 42000 customers worldwide Mimecast has a long history of excellence in Data Archiving and eDiscovery and is recognised as a Leader in the Gartner Magic Quadrant for Digital Communications Governance and Archiving Solutions.

We are pioneers in Human Risk Management recognizing that people are both an organizations greatest asset and its most significant security vulnerability. Our platform addresses the human element of cybersecurity through advanced threat detection awareness training Incydr risk management and data governance. Our Governance Compliance & Insight products play a critical role in this mission ensuring that communications data is archived discoverable and compliant enabling organizations to manage the risk that stems from human actions.

AI-First Engineering at Mimecast

Mimecast is an AI-First engineering organization. Our teams actively leverage AI-powered development tools across all facets of engineering from code development to testing documentation and operations. Were looking for leaders who dont just use AI tools but champion their adoption and establish new ways of working.

Our AI leadership extends beyond how we build to what we build. Our Mihra AI agent delivers 7x faster threat response for customers and were recognized as Agents of Change in Human Risk Management. Engineers here work at the intersection of cutting-edge AI tooling and AI-powered security products that protect organizations worldwide.

Job Description

We are looking for a Senior Business Systems Support Analyst to support business-critical applications across Salesforce Netsuite and our other related enterprise systems. This role is ideal for someone with strong application support experience good Salesforce functional knowledge and the ability to troubleshoot user issues manage support tickets work with cross-functional teams and support business operations across multiple systems. The position will primarily focus on Salesforce production support while also providing support across connected business platforms such as NetSuite Boomi integrations Partner Portal CPQ Docusign and other internal business applications.

What You Will Work On

As a Senior Business Systems Support Analyst you will support day-to-day business operations across key systems and processes including:

• Salesforce Support: user queries access requests reports dashboards data visibility issues validation errors workflows approvals and process-related support.
• NetSuite Support: finance-related user requests role/access issues approval workflows transaction-related queries invoice or order-related support and coordination with finance users.
• Boomi / Integration Support: initial investigation of integration-related issues failed syncs data flow concerns error identification and coordination with integration or technical teams.
• Partner Portal Support: partner user access login issues role-based visibility request routing and support for partner-facing business processes.
• CPQ / Quote-to-Cash Support: support for quote opportunity order approval billing and downstream process-related issues.
• Reporting & Dashboards: support users with reports dashboards KPIs saved views and operational reporting requirements.
• Ticket & Incident Management: triage prioritization SLA-based resolution escalation handling documentation and user communication.
• Process Improvement: identify recurring issues support gaps and opportunities to improve user experience and operational efficiency.
  

Key Responsibilities

• Provide functional support for Salesforce and related business systems used across Sales Finance Customer Experience Partner Operations and Go-To-Market teams.
• Triage investigate and resolve application support tickets within agreed SLA timelines.
• Support users with how-to queries troubleshooting access issues reporting requests and process guidance.
• Investigate issues related to Salesforce objects fields reports dashboards workflows validation rules permissions approval flows and data visibility.
• Support NetSuite-related user requests including access approvals finance workflows and business process queries.
• Perform initial analysis of Boomi/integration-related issues and coordinate with technical teams for resolution.
• Support Partner Portal-related access visibility and user support requests.
• Collaborate with Salesforce admins NetSuite teams integration teams QA business stakeholders and technical teams to resolve complex or recurring issues.
• Maintain SOPs FAQs resolution notes knowledge articles and support documentation.
• Support system enhancements feature rollouts process changes testing activities and business adoption.
• Identify support trends recurring issues and process gaps and recommend improvements.
  

Required Skills & Experience

• 5 years of experience in business systems support application support Salesforce support or IT support operations.
• Hands-on experience supporting Salesforce in a production environment.
• Good understanding of Salesforce objects fields reports dashboards workflows validation rules permissions and security model.
• Experience working with ticketing tools such as Zendesk ServiceNow Jira or similar platforms.
• Strong understanding of incident management SLA-based support prioritization and escalation handling.
• Ability to troubleshoot user issues identify root causes and provide clear resolutions.
• Strong communication skills with the ability to work effectively with business users and technical teams.
• Ability to manage multiple priorities in a fast-paced support environment.
• Strong analytical and problem-solving skills with attention to detail.
  

Good to Have

• Exposure to NetSuite Boomi CPQ Partner Portal ERP systems or quote-to-cash processes.
• Familiarity with Workday or other HR/People systems from a functional support or integration perspective.
• Salesforce Administrator certification or similar Salesforce certification.
• Experience supporting teams across Sales Finance Customer Success Partner Operations Support or Go-To-Market functions.
• Understanding of integrations from a functional support perspective.
• Experience creating SOPs support documentation knowledge articles and user training material.
• Experience supporting UAT system enhancements and process improvement initiatives.
  

Ideal Candidate

The ideal candidate should be a strong business systems support partner who can support users across multiple enterprise applications not just resolve tickets. This role requires someone who can understand business impact communicate clearly with users troubleshoot issues effectively coordinate with technical teams and contribute to continuous improvement across support operations.


#LI-GK1

Belonging at Mimecast

Cybersecurity is a community effort. Thats why were committed to building an inclusive diverse community that celebrates and welcomes everyone unless theyre a cybercriminal of course.

Were proud to be an Equal Opportunity and Affirmative Action Employer and wed encourage you to join us whatever your background. We particularly welcome applicants from traditionally underrepresented groups.

We consider everyone equally: your race age religion sexual orientation gender identity ability marital status nationality or any other protected characteristic wont affect your application.

Due to certain obligations to our customers an offer of employment will be subject to your successful completion of applicable background checks conducted in accordance with local law.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment.