1+ months

CMS Solutions Desk Business Analyst

Cisco Systems Inc.
Poland, NY 14747
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This position is located in the beautiful Krakow or the Sunny Lisbon. Join our expert team in the #1 Great Place to Work

The Business Entity

Customer Experience (CX) accelerates our customers success and profitable growth for Cisco and our partners by delivering the best customer experience in the technology industry. Our values of customer obsession, trusted expertise and simplicity help us create a culture of accelerated transformation for our customers and data-driven results for Cisco.


Within CX, the Cisco Managed Services (CMS) organization is chartered to lead and run Ciscos go-to-market and delivery for cloud and managed services and our goal is to become the number one player in this arena. CMS enables the digital transformation of Cisco's most strategic customers by accelerating the adoption and maximizing the promise of Cisco technologies through a premium managed experience, while driving recurring revenue and profitable growth for Cisco.


The Team

Cisco Managed Services (CMS) Business Solutions Desk is a high performing team of cross functional experts in hosted and on-premise Managed Services and part of a larger Customer Experience Team within Cisco. The organization is responsible for driving the engagement strategy and execution for Managed Services across all segments and thus helping accelerate Ciscos evolution to an IT company with our customers.


Role & Responsibilities 

The Solutions Desk Agent drives, coordinates and accelerates Cisco CX opportunities providing pre-sales related support during the Propose and the Agree phase of the sales.

  • Will work with various internal and external stakeholders as necessary to scope, quote and transition a successful CMS solution that will deliver the customer desired business outcomes with appropriate margins.
  • Proposed solutions for new customers, or existing customers via renewals or change requests, will be articulated in documentation with the level of detail that would be needed for finance, deal governance, service delivery, legal and various other internal roles within Cisco as necessary.  Examples of such deliverables include, but are not limited to, customized language to the Master Managed Services Proposals and Statement of Work (SOW)s, expected milestones, commercial and financial modeling and approved quotes, and/or documented and agreed upon roles and responsibilities between the Customer and Cisco Managed Services.  
  • Will work closely with CMS Business Development Managers, Client Services Executive/Manager (CSx) and other cross functional Subject Matter Experts to build the right solution, develop the proposal and provide simple quoting support.
  • Deal Support includes, but is not limited to:
    • Triage and qualify incoming support requests for managed services opportunities
    • Participate in Customers/Partners meeting to gather and understand customers services requirements
    • Use CMS Pricing Tools to create Ciscos internal level of effort estimation and generate simple quotes
    • Run financial models within Excel
    • Liaise with the P&L owners to obtain relevant input and cost approvals
    • Collaborate with cross functional teams to create, develop and augment a solution to meet the customer's specific requirements and document as a Statement of Work (SOW).
    • Interface with the internal stakeholders to refine customer requirements and manage expectations and relationships
    • Assist and maintain version control of all documents and templates
    • Conduct quality control on all deliverables
    • Facilitate scope validation and approval with relevant CX Delivery Manager or Service Delivery Executives
    • Facilitate handover of booked opportunities to the Delivery teams
    • Be part of pipeline reviews with relevant stakeholders Assist and drive efficiencies around refined processes and procedures, and feedback into the appropriate team members involved
  • Develop and advise on creation of standard templates to enable efficiencies within the deal support process going forward
  • Assist and help drive tool automation and process refinement toward repeatable, scalable & optimized services
  • Expected business travel 0% to 15% of time





Minimum Qualifications (Required Skills)


  • Preferred minimum of 3 years of experience in relevant roles within the IT industry, with subject matter expertise in at least one of the following roles: Pre-sales Consultant / Services Sales / Business Development Manager / Services Delivery Manager / Project Manager/ Consulting Engineer / Delivery Engineer / Operations / Bid Management
  • Experience with financial modeling and analysis
  • Superior communications and organizational skills
  • Microsoft office (Word, Excel, and PowerPoint) expertise essential
  • Good understanding of Sales and Lead to Order processes
  • Strong project coordination skills
  • Strong business communication and writing skills
  • Cross functional leadership and collaboration skills
  • Ability to establish priorities and work independently
  • Ability to multitask and manage multiple priorities in a quickly evolving environment
  • Sense of urgency and ownership; self-motivation to take on new challenges
  • Ability to quickly adapt to and understand process changes that could affect the day-to day job
  • Ability to work effectively in both virtual and co-located teams
  • Stakeholder relationship management
  • Assertiveness and ability to build right expectations with the stakeholders
  • Strong problem resolution and escalation management skills
  • English language full working proficiency required
  • Strong written, oral, interpersonal communications and presentation skills.
  • Self-motivation, self-discipline, creativity and a determination to reach goals and objectives with minimal management intervention and control.
  • An ability to work independently but also to lead others in the completion of important projects and initiatives
  • Strong leadership, project management, influencing, negotiation and decision-making, coupled with sound judgment
  • Highly organized with excellent follow-through
  • Ability to build relationships with peers and higher-level management among Cisco sales/marketing staff, business units, partners, and customers.


Desired Skills (Preferred / Nice to Have)


About Cisco

We connect everything: people, processes, data, and things. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren't afraid to change the way the world works, lives, plays and learns.

We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers.



Posted: 2021-04-26 Expires: 2021-07-12
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CMS Solutions Desk Business Analyst

Cisco Systems Inc.
Poland, NY 14747
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