Change & Technology Operations Analyst

SUMMARY

The Change & Technology Operations Analyst is an individual contributor responsible for executing key Support operations and initiatives for the benefit of Customer Support agents. The ideal candidate will be technical savvy, detail-oriented, has excellent communication skills, and proven ability to collaborate in a fast-paced SaaS environment. This is an important role within the Transformation & Business Management team working collaboratively with various Support teams to ensure streamlined operations.

This role focuses on triaging production issues, end-to-end UAT testing of new capabilities, workflows, or AI agents, and maintaining key governance for Support tools. By collaborating with key Operations team members, this individual is a key part of the broader Support ecosystem. The Analyst can directly impact Support agent effectiveness and customer satisfaction.

PRIMARY RESPONSIBILITIES

Support Operations

• Triage and be the POC for Support issues with the Support Operational teams and internal technical teams
• Manage Support governance through agent omni-skill inventory, agent roster, and on-going requests
• Actively communicate and resolve issues within Change Advocate Network

Change Execution

QUALIFICATIONS

Required :

Work Environment

KNOWLEDGE / SKILLS / ABILITIES

Required :

Technical Skills :

Soft Skills :

Skills Required

Salesforce, Support Tools, Microsoft Powerpoint, Problem-solving, Troubleshooting, Uat Testing