Full-Time Senior Support Analyst

Job Overview: Senior Support Operations Analyst enhances customer satisfaction and support efficiency. Manages self-service resources, creates educational materials, designs and improves support processes and reports, and collaborates with various teams to improve customer experience with Acumatica products. Focuses on continuous improvement by proactively informing Development and Product Management about potential product issues.

Key Responsibilities:

• Analyze incoming cases volume to determine repeated issues and patterns.
• Develop action plans, present to stakeholders, and drive execution (writing KB articles, working with engineering, improving product supportability).
• Prepare and design reports for Support.
• Proactively communicate with Product and Engineering teams to drive product improvements and address knowledge gaps.
• Mentor and oversee other support analysts.
• Collaborate with SaaS, IT, and Business Systems groups to ensure support team resources and systems are available.
• Perform other tasks as assigned.

Requirements:

• Bachelor's degree in business, IT, Engineering, or related field.
• 3+ years' experience with ERP or business application software as a support engineer, analyst, or product manager.
• Understanding of product support and development processes.
• Excellent communication and presentation skills (written and verbal).
• Ability to work cross-functionally, fostering collaboration and ensuring clear communication.
• Excellent search and data analysis skills.
• Experience with ticketing systems (e.g., JIRA), CRM platforms, and business intelligence/reporting tools (Excel, Tableau, Power BI, Confluence dashboards).
• Familiarity with cloud-based business software or ERP systems.
• ITIL or similar frameworks knowledge is a plus.
• Strong prioritization, attention to detail, problem-solving skills, and self-motivation.
• Team player with capacity for independent work in a dynamic environment.

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