Product Support Analyst Job Description

Product Support Analyst Job Description

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Product support analyst provides subject matter expertise to HR systems end-users; develop and maintain functional system configuration documentation and processes.

Product Support Analyst Duties & Responsibilities

To write an effective product support analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included product support analyst job description templates that you can modify and use.

Sample responsibilities for this position include:

Prepare and present metrics, status reports, prioritization, resource allocation, for product management initiatives
Build rapport with business community
Working with business partners, product managers & the technical project team to clarify project requirements & scope and to deliver project related design documentation (eg
Ensure all transactions are booked properly in the trading systems and trades are updated to properly reflect events (expiries, call dates, resets, barriers, etc)
Update trades to properly reflect corporate actions (dividends, stock splits, mergers, etc) Ensure all amendments are properly reflected in the trading systems and ensure all controls reports are updated and enhance control criteria’s as needed
Validate that confirmations and/or offering memorandums are defined consistent with the system booking Document multi-leg and/or multi-systems bookings and valuation environments for trade structures and ensure they are accurate and complete for P&L and risk purposes
Document all ‘non-traditional’ and / or ‘experimental’ transactions Liaise with Front Office, Market Risk, Valuations, P&L, IT, Operations and other teams in the firm to resolve breaks and inform them about new/amended trades
Develop booking templates that define all the key transaction attributes in conjunction with traders, risk management and valuations
Recommend improved workflow between departments to increase efficiencies and controls
Partner with IT to automate transaction workflow and create robust trade booking and trade activity monitoring tools

Product Support Analyst Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Product Support Analyst

List any licenses or certifications required by the position: CE, ITIL, SSL, AZ, AGILE, SCRUM, CSPO, MCSE, MCP

Education for Product Support Analyst

Typically a job would require a certain level of education.

Employers hiring for the product support analyst job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Business, Technical, Engineering, Math, Science, Education, Management Information Systems, Physics, Chemistry

Skills for Product Support Analyst

Desired skills for product support analyst include:

ERP system experience – HR
GDS systems
HR systems
PeopleSoft
Timekeeping system background
Subject matter
Digital document management
Wide variety of software
MS office and proficient with relevant tools and technologies
340B program is highly

Desired experience for product support analyst includes:

Become familiar with and develop an understanding of the Aura applications, products and services used by the Assurance business
Assist with the maintenance of Configuration Information (CI) data for all Aura products and services within the portfolio
Ensure the management of Configuration / Service Management items accurately reflect the Aura estate and in line with agreed changes, working closely with the Product & Service Delivery Manager, Change & Configuration Management, to ensure adherence
Assist with service reporting and review with the Product & Service Delivery Manger
Similarly, assist in defining, and monitoring Aura service and quality levels and report these in meaningful ways to all stakeholders service availability reporting, territory service dashboards
Apply effective use of available service information and with assistance from the AST Product & Service Delivery Manager, develop a plan for the service by understanding the capacity demands being made currently, and how they will change over time

Product Support Analyst Examples

1

Product Support Analyst Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of product support analyst. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for product support analyst
  • Responsible for supporting overall business unit operations, leading special projects and assignments as directed by the Director, Business Management
  • Troubleshoot and resolve application issues with all supported
  • This is a Remote support position that will require support of multiple customers from Monday through Friday and includes addressing problem tickets and service requests
  • Oversees projects on an ongoing and regular basis
  • Conducts R&D and advance problem resolution
  • Responsible for providing 2nd level product support
  • Troubleshoot issues thoroughly by understanding the impact of solution before providing the resolution
  • Ensure SLA agreements are adhered to for problem resolution
  • Provide communications to clients/fields on outages or enhancement
  • Keep management advised of potential problem areas and escalate any situation that may jeopardize AEGBT or vendor credibility
Qualifications for product support analyst
  • Maintain an understanding of the firm’s Risk Management policies and principles in regards to data handling and classification
  • Excellent task management and organisational skills
  • Ability to prepare quality reports that contain written and / or graphical content
  • Ability to accept responsibility and see tasks through to completion
  • Strong motivation and interest in self development
  • BS in Computer Science, Technical Marketing, Business IT, or related
2

Product Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is hiring for a product support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support analyst
  • Liaise with Vendor Product Support and Product Managers to keep user documents, manuals, test plans, FAQs , update as needed
  • OBT Vendors
  • Airline, Hotel/Car Partners
  • GDS Partners
  • Supporting client base in their research by responding to their questions that comes through calls, e-mails and other forms of communication
  • Interviews users
  • Analyzes process flows
  • Maps/flowcharts existing business processes
  • Maps/flowcharts improvements to existing business processes
  • Documents existing business processes and business rules
Qualifications for product support analyst
  • Bachelor’s degree or equivalent plus 2 years of experience in development, engineering, finance, manufacturing, purchasing or sourcing
  • Must be fluent in French (oral and written)
  • Able to read and understand programming languages such as Envision, SQL, Java, C, C++, Visual Basic, and/or HTML is required
  • Bachelor’s degree or the equivalent of 5-8 years of work experience working with large complex systems
  • Assist in the continual improvement of documentation, processes, governance, customer onboarding, around application environments
  • Technical degree , BS Computer Science/Management Information Systems/Science/ Engineering/Math/Physics
3

Product Support Analyst Job Description

Job Description Example
Our company is looking to fill the role of product support analyst. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for product support analyst
  • Designs & implements screen layouts to improve business processes & workflow
  • Works closely with all functions to develop comprehensive product specifications that will serve as a key communications vehicle for the product director
  • Owns the product roadmap and delivery schedule
  • Leads cross-functioning teams through the steps of developing new solutions, prioritizing features, negotiating tradeoffs, and guiding the product from concept through implementation
  • Gathers broad input, researches and evaluates technology trends
  • Manages the product from concept through fruition with little guidance
  • Monitor team's service tickets and respond to them if needed
  • Receive escalation requests and discuss countermeasures with customers
  • Monitor, gather and analyze data from various product sources in order to determine significance of observed events
  • Assist with data collection and analysis of service productivity improvement areas
Qualifications for product support analyst
  • BS/ B.Tech degree in Computer Science/Electronic Engineering or equivalent
  • Knowledge of MS Outlook email program
  • Motivated and driven to learn more and grow
  • Knowledge of Investone a plus
  • Bachelor’s Degree or higher in Finance, Accounting, or other relevant field of study, or the equivalent in education and experience
  • Thorough knowledge of Customer Services procedures and operations
4

Product Support Analyst Job Description

Job Description Example
Our innovative and growing company is hiring for a product support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support analyst
  • Create standardized reports in various systems to pull specified data
  • Create documentation mapping internal processes by compiling information gathered from various teams
  • Assist with scheduling and project tracking
  • Organize and update documents in Sharepoint as needed
  • Understanding of assigned applications – functional and technical in order to support bug fixes, minor enhancements and other project support functions
  • Perform incident troubleshooting, analysis and diagnosis based on symptoms, existing knowledge base, review of code, technical process flow, inputs, of assigned applications
  • Assist developers in the identification and resolution of application or process related defects or issues
  • Problem isolation includes the gathering of appropriate problem description, client information, determining the
  • Assess impact of JIRA issues in assigned specializations
  • Work within assigned Product teams during release cycles
Qualifications for product support analyst
  • Perform tasks at the highest level of integrity
  • Bachelor's degree in Business/Logistics or related job field
  • At least five years of job-related experience or equivalent
  • An active Government Security Clearance, , an in-scope Background Investigation with Access having been granted within the previous two years, at the SECRET level
  • Working knowledge of training-related content and/or training systems (Captivate, Cornerstone)
  • Passion for client support
5

Product Support Analyst Job Description

Job Description Example
Our company is growing rapidly and is looking to fill the role of product support analyst. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for product support analyst
  • Provide research to the Product team and leadership as requested
  • Work closely with Support teams on issues in the support queue
  • Identify and escalate misclassified issues that should be treated as higher priority
  • May require coaching and mentoring
  • Works collaboratively with all team members and participates in team activities
  • Builds common ground with peers
  • Seeks out help, advice, or points of view of peers to complete tasks, expresses opinions in a constructive manner
  • Willing supports others where possible
  • Develops deep knowledge within a complex product group
  • Owns tasks end to end until they are assigned to specialist
Qualifications for product support analyst
  • Interest in the insurance sector is preferred
  • Bachelor’s degree in Finance, Economics, or industry-related discipline is required
  • Educational or professional background in Finance, Econ, Business or related field is strongly preferred
  • Strong writing abilities (a writing assessment will be required)
  • Proven experience in delivering Benefit Administration to clients
  • Proven experience in successfully contributing to project teams with multifaceted, competing priorities and deadlines, including virtual work teams with members in different geographic regions

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