Product Support Analyst

Pop Science
Dundee City
£25k per year
Start date
23 Jan 2023
Closing date
22 Feb 2023

View more

Full Time
Contract Type
Experience Level
Entry level
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Job Details

Are you Product Support Analyst looking for a move into technology? We've got a great Risk Based Quality Management Product Support Analyst role. This is a remote position but our client's offices are in Cambridge.

The key functions performed by the Product Support Analyst will include, but may not be limited to the following areas: Product Support:

? User administration on behalf of clients and internal user

? Process access request forms including named access for privileged access ? Develop knowledge in the use of Support Case tracking system

? Create and maintain Support Cases including all relevant steps to reproduce the issue

? Conduct incident analysis, investigation, and resolution, where possible

? Escalate major or critical issues to Product Support Manager

? Help maintain escalation issues log to provide visibility to others

? Work with other functions, where applicable, to gather information and help on incident resolution

? Attend Support triage meetings as required

? Track time spent per case, per client

? Communicate directly with clients for clarification on recreate steps

? Provide regular updates on incident resolution progress to the client

? Keep all assigned issues within agreed client SLA's

? Remain up to date with the Known Issues log to be able to provide clients with timely information ORG, RAM and CM Production Maintenance:

? Maintain ORG-RAM specification, including, Role-based Access Matrix on behalf of clients ? Set up Client Organizations in RAM as per client requirements

? Set up RAM modules and studies in production as per client requirements

? Action client change requests to ORG and RAM setups in production and UAT environments

? Action client change requests to CM setups in production and UAT environments

? Load CM production data according to agreed schedules Triumph-DOC-099-V01 - Product Support Analyst Proprietary and Confidential Template: TMP-035-V4 (Effective: 05-OCT-2021)

Page 3 of 3 Product Awareness:

? Provide advice and assistance to other team members and functions on Product functionality and features

? Follow a knowledge plan to continually explore unknown areas of the product. Plan to be provided by the Support Manager

? Develop understanding of new features and changes planned for upcoming releases by attending internal training courses and self-led exploration

? Participate in development and implementation of operational handover plans for new features, when required

? Work with the Product Support Manager to produce support materials, knowledge base data and new release documentation

? Recommend updates to product documentation and/or SOP or WP docs where new features impact these Internal Support:

? Act as test resources for other areas of the business when need arises and support schedules allow

? Act as product expert for all other areas of the business, as required Skills & Qualification

s ? Strong analytical skills

? Clear verbal communication skills

? Excellent written communication with an ability to keep things simple

? Strong technical skills

? Desire to learn new things

? Tenacity and determination in regard to getting to the bottom of an issue

? Strong problem-solving skills including using lateral thinking


Pop Science are here aiming to make science more popular, by championing careers in clinical and scientific research, life science technology, engineering, maths and more. Whether you want a permanent job, a contract role or even a change in perspective with some volunteering, contact us and let us help you.

Find Us
+44 208 985 0565
18 Vanguard House
70 Martello St

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