Product Support Analyst

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