Product Support Analyst

Major Responsibilities:

Product and user support (80%)

Acquire deep knowledge of the supported products, including their integrations with each other and

with other firm and network systems

Analyze and resolve issues raised by users through ServiceNow tickets and other channels, adhering to

established response standards for timeliness and quality

Validate data supplied by users and upload to systems using established processes

Coordinate support activities with specialists on other teams

Identify and report support trends to team managers

Project support (20%)

With guidance, support the testing and documentation of product features with ETA and other teams

Work Experience:

Relevant customer/client service experience in a technology-focused role, preferably in a professional

services organization supporting enterprise-level systems

Experience with IT service management tools such as ServiceNow desirable

Understanding of document management and workflow systems, such as SharePoint Online (SPO)

desirable

Ability to identify patterns or trends in issues and escalate for analysis

Proficiency in Google Suite or MS Office Suite

Experience with data visualization tools such as Alteryx or Power BI desirable

Familiarity with ITIL processes desirable