Product Support Analyst

Position: Product Support Analyst

Duration: 5 Months

Location: Texas (100% Remote)

Description Of Services:

5-7 years of experience in the field or in a related area. Familiar with standard concepts, practices, and procedures within a particular field. Relies on limited experience and judgment to plan and accomplish goals. A certain degree of creativity and latitude is required. Works under limited supervision with considerable latitude for the use of initiative and independent

judgment.

This Support and User Testing Analyst will be responsible for providing first-line support to users experiencing issues with the CRM or TEA Help Desk systems, troubleshooting problems, and ensuring the smooth operation of the CRM and TEA Help Desk software. This analyst will also develop, and conduct training programs tailored to all levels of CRM and TEA Help Desk users, from beginners to advanced users, to enhance their understanding and efficient use of the systems.

This position works under limited supervision with considerable latitude for the use of initiative and independent judgment and reports directly to the CRM Director in the Customer Relationship Management & Data Standards Department of the Office of Information Technology.

Develops, monitors, maintains, and delivers communication for the CRM and TEA Help Desk product teams; helps team lead coordinate activities with multiple stakeholders influencing the development of the CRM and TEA Help Desk applications; contributes to and uses knowledge base articles

Monitors, reviews, and resolves Customer Relationship Management (CRM) and TEA Help Desk software support incidents at an experienced level, ensuring quality analysis, customer satisfaction, and satisfying SLAs; ability to write, edit, and review support operating procedures and ticket responses

Monitors, reviews, and completes software User Acceptance Testing (UAT) for all CRM and TEA Help Desk products; ensures all issues and enhancement requests are updated accurately and timely

Preferred: a working knowledge of Jira Software products

II. CANDIDATE SKILLS AND QUALIFICATIONS

Minimum Requirements: Candidates that do not meet or exceed the minimum stated requirements (skills/experience) will be displayed to customers but may not be chosen for this opportunity.
Years	Required/Preferred	Experience
4	Required	Using Atlassian Jira Products (Service Desk and Software)
4	Required	End User Testing of software releases
2	Preferred	Using Zendesk Help Desk
2	Preferred	Using MS Modern Requirements

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.