Production Support Analyst, SAP Quote To Collect Systems

Support Analyst

The Enterprise Business Support and Operations (EBSO) organization is responsible for the operational stability, scalability, and performance of Autodesk's enterprise business applications. We are seeking a Support Analyst with strong technical depth to support SAP BRIM and Salesforce platforms, including upstream and downstream integrations across enterprise systems.

This role focuses on production support, incident management, system analysis, and release readiness, as well as active participation in projects delivering new functionality. The Support Analyst ensures operational excellence by meeting defined service level objectives (SLOs), improving system reliability, and enabling effective post-launch support.

Responsibilities:

• Provide Tier 2 / Tier 3 operational support for SAP BRIM and Salesforce, including complex issue diagnosis and resolution
• Analyze and resolve application, integration, and data issues across SAP, Salesforce, and AWS-based services
• Support and troubleshoot integrations (APIs, middleware, batch processes, event-driven workflows)
• Perform root cause analysis (RCA) and implement corrective and preventive actions
• Audit and validate pipeline data, transactional flows, and system outputs for accuracy and completeness
• Execute service requests including configuration changes, data corrections, and environment support
• Monitor system health, job execution, and integration flows; identify and address performance or reliability risks
• Partner with development and architecture teams during feature design to ensure supportability and operational readiness
• Create and maintain technical documentation, runbooks, and post-launch support plans
• Prepare and manage system environments (DEV, QA, UAT, PROD), including refreshes and configuration alignment
• Coordinate and execute deployments and code migrations in collaboration with release management
• Support change management, release validation, and post-deployment verification
• Contribute to continuous improvement of operational processes, tooling, and monitoring capabilities
• May lead technical workstreams or operational readiness activities within larger projects

Minimum Qualifications:

• Bachelor's degree in computer science, Engineering, or equivalent professional experience
• 5+ years of hands-on SAP experience (SAP BRIM strongly preferred)
• 2+ years of Salesforce platform experience
• 2+ years of experience working with AWS services in an enterprise environment
• Strong understanding of enterprise application architecture, integrations, and data flows
• Ability to analyze logs, system metrics, and transactional data to diagnose issues
• Experience working in ITIL-aligned or incident/problem management environments
• Strong verbal and written communication skills, with the ability to translate technical issues for business stakeholders
• Proven ability to manage multiple priorities in a fast-paced, production environment
• High attention to detail with a structured, analytical approach to problem solving
• Self-directed, adaptable, and able to support critical activities outside normal business hours when required

Preferred Qualifications:

• Experience developing or troubleshooting Java-based applications or services
• Experience writing, reviewing, or debugging code
• Familiarity with CI/CD pipelines, version control, and automated deployments
• Exposure to monitoring, logging, and alerting tools