ServiceNow CPQ/CRM Incident Management

We are seeking a CPQ / CRM Incident Management Analyst responsible for handling production incidents related to CPQ (Configure, Price, Quote) and CRM (Customer Relationship Management) processes. The role focuses on troubleshooting configuration issues, pricing errors, quote failures, approval workflow breakdowns, Territory - Account mappings, opportunities, and integration defects while ensuring SLA adherence and business continuity.

The ideal candidate will have strong expertise in CPQ/CRM product modeling, pricing logic, quote lifecycle management, and structured incident handling processes.

Key Responsibilities

Incident Management (Primary Focus)

Manage and resolve CRM and CPQ-related incidents in production environments.Perform impact analysis and incident categorization (P1/P2/P3).Conduct root cause analysis (RCA) for recurring pricing or configuration issues.Provide timely resolution within defined SLAs.Participate in Major Incident Management (MIM) calls for critical quote failures.Provide detailed incident documentation including technical findings and resolution steps.Identify problem trends and recommend permanent fixes.

CPQ/CRM Issue Troubleshooting

Handle Incidents Related To

Product Configuration Issues

Bundle misconfiguration, Attribute validation failures, Constraint rule conflicts & Dependency rule breakdowns

Pricing & Discount Errors

Incorrect price calculations, Tier/volume pricing failures, Discount approval logic errors & Margin miscalculations

Quote Lifecycle Failures

Quote generation errors, Approval workflow failures, Versioning issues & Order conversion errors

Integration Failures

CRM, CPQ to ERP sync failures, Pricing data mismatches, & API errors and timeout issues

Change & Problem Management

Raise change requests for permanent fixes.Support emergency deployments for critical CPQ issues.Document known errors and maintain knowledge base articles.Participate in post-incident reviews.

Required Technical Skills

Preferred 8–10 years of experience with a strong CPQ and CRM focus.Experience in handling production support incidents.Strong understanding of: i. Product modelling and configuration rulesPricing engines and discount frameworksQuote lifecycle automationCRM functionalitiesStrong root cause analysis and problem-solving skills.Experience working in SLA-driven support environments.

Skills: servicenow,cpq,crm,incident management